Director IT Service Operations Job at SwitchThink Solutions (Phoenix)

Job Description

The Director IT Service Operations leads the team responsible for our Service Desk operations for Desert Financial Credit Union and our CUSO clients addressing all computing needs in an efficient and effective manner. S/he leads a team of service desk professionals focused on delivering service excellence while building out a fully functional Network and Security Operations Center (NOC/SOC). The Director IT Service Operations also manages technical staff and vendors to ensure the successful implementation of the desktop computing infrastructure, device/asset management, ITSM administration, and conference room technologies to ensure high availability, reliability, and security of the computing environment. S/he contributes to the development of infrastructure standards and operational processes while actively participating in the setting of the overall information technology operational strategy to include life cycle management for all functional areas.

Job Responsibility

Drive a culture of exceptional customer service, ensuring trouble tickets are assigned appropriately and resolved in a quality and timely fashion
Ensure infrastructure and operational services are appropriately maintained and supported at all times
Drive a culture of performance and process improvement, analyzing Service Management data and metrics to identify trends and improvement opportunities
Provide Change Management governance including monitoring and reporting on change requests
Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and modified
Direct root cause analysis documentation and reporting
Coordinate project staffing with Information Technology Management and develop policies and procedures for Operations Teams
Provide leadership and supervision to the team
Establish and maintain relationships and agreements with vendor and 3rd party managed service providers
Perform other job-related duties as assigned

Requirements

Associate's Degree, Trade, or Technical School- Computer or Management related degrees required
7+ years of related experience in IT Service Desk operations required
5+ years experience leading IT Operations required
Demonstrated success in transformational projects both at a departmental and enterprise level required
Advanced knowledge of and demonstrated expertise with computing infrastructure, including established relationships with key vendors, including Microsoft, Cisco, Dell, and other enterprise vendors required
Demonstrated ability to establish a rigorous computing infrastructure including integration with cloud IaaS, PaaS and SaaS solutions such as Microsoft Office 365 and Azure, Salesforce.com, and other service providers required
Demonstrated expertise in data reporting, metrics and analysis required
Demonstrated awareness of current trends and technology advances to provide direction to the team and ensure efficient and effective operations required
Excellent written and verbal communication skills required
Innovative problem solver required
Ability to interact with external clients and senior executives, with a client-first mentality required
Demonstrated ability to work in a fast-paced environment required
Demonstrated ability to work well within a team environment required
Expertise in enterprise service delivery roles and strategy required
Service Desk and Network/Security Operations Centers required
Microsoft Operating Systems required
ITIL Foundation required
ITIL Service Lifecycle required
ITIL Continual Service Improvement required

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