Senior Director Information Technology Job at One Call

Job Description

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Job Responsibility

Sets strategy for enterprise IT services, end user computing, and IT operations across One Call US and One Call Mexico
Drives ITSM process maturity across incident, problem, change, request, and asset management
Drives modernization of endpoint management and end user technology experience
Partners with security, infrastructure, and HR functions on identity, access, and onboarding workflows
Owns the IT services roadmap in support of enterprise transformation initiatives
Owns design and delivery of desktop, mobile, and endpoint experience across the enterprise
Drives standardization of Windows and Apple endpoint management (Intune, JAMF) including zero-though provisioning
Establishes endpoint security and compliance posture in partnership with security organization
Leads enterprise productivity platform strategy (Microsoft 365, Teams, SharePoint, OneDrive)
Owns hardware lifecycle management, asset management, and procurement strategy across US and Mexico
Leads IT service desk operations supporting global workforce including US, Mexico, remote and offshore colleagues
Owns ITSM process discipline including incident, problem, change, request, and asset management practices
Drives service maturity through SLA discipline, knowledge management, and self-service capability
Leads expansion of enterprise service desk and IT service catalog content
Partners with the ServiceNow product function on platform capability, requirements, and roadmap to ensure ITSM processes are well-supported by the platform
Leads and develops Director and Manager-level leadership team across US and Mexico operations
Owns talent strategy including hiring, succession planning, and performance management
Builds bench strength across IT operations, end user services, endpoint engineering, and service desk
Establishes service delivery culture grounded in customer experience and operational excellence
Owns vendor relationships across endpoint management platforms, productivity software, and managed services
Managers operation budget across IT services, endpoint hardware, and software licensing
Drives hardware license optimization and cost discipline

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related discipline, or equivalent professional experience
advanced degree a plus
12+ years of progressive technology leadership experience in IT operations, end user computing, or IT services
6+ years leading multi-disciplinary IT organizations including managers and senior individual contributors
Demonstrated track record leading IT modernization, M&A integration, or service maturity transformation
Advanced knowledge of ITSM concepts, processes, and practices
experience operating in environments running ServiceNow strongly preferred
Deep expertise in end user computing across Windows and Apple platforms
Strong working knowledge of endpoint management platforms (Intune, JAMF, Workspace ONE)
Experience with enterprise productivity platforms (Microsoft 365, Teams, SharePoint, OneDrive)
Track record of building service maturity through SLA discipline, knowledge management, and continuous improvement
Experience leading IT operations across multiple geographies including international locations
experience operating in or with Mexico strongly preferred
Strong vendor management and contract negotiation experience
Proven ability to lead distributed teams across geographies including offshore and contact center support
Executive communication skills with ability to translate technology decisions into business outcomes
ITIL Foundations Certification preferred
Experience with identity and access management platforms and integration patterns
Ability to operate effectively in regulated industries (healthcare, financial services, worker’s compensation)
Spanish language proficiency a plus
Ability to work both independently and in a team environment
Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards
Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply

Nice to have

Advanced degree a plus
Experience operating in environments running ServiceNow strongly preferred
Experience operating in or with Mexico strongly preferred
ITIL Foundations Certification preferred
Spanish language proficiency a plus

What we offer

Remote Work
Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off
Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance
401(k) matching program
company-paid life insurance and short and long-term disability coverage
Supportive Services: Colleague Assistance Program that provides free counseling and financial services
One Call Foundation provides financial assistance during times of unexpected hardships

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Senior Director Information Technology

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