IT Manager/Director
Responsibilities:
• Direct daily service desk activities to deliver timely, dependable support for a large employee population across core technologies and business applications.
• Lead, mentor, and develop supervisors and support staff through coaching, performance feedback, staffing alignment, and career growth planning.
• Manage incident response, escalation handling, and service recovery efforts to maintain stable operations and minimize business disruption.
• Evaluate service metrics and user feedback to identify gaps, improve responsiveness, and elevate the overall support experience.
• Expand support capabilities by introducing automation, AI-assisted tools, and self-service options that increase efficiency and reduce avoidable contacts.
• Promote effective use of platforms such as ServiceNow and Moveworks to streamline issue resolution and improve user access to support resources.
• Analyze recurring technical issues and partner with engineering, infrastructure, security, product, and other teams to address root causes and strengthen system reliability.
• Build team expertise in advanced troubleshooting, proactive support practices, problem management, and knowledge sharing.
• Support major incidents, change coordination, operational readiness activities, and clear communication during high-impact service events.
• Contribute to governance, reporting, and strategic planning efforts that align support operations with broader business priorities.
Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, Business, or comparable relevant experience.• At least 5 years of experience leading IT support, service desk, operations, or IT service management teams.
• Background managing frontline technical support within complex enterprise environments.
• Demonstrated success improving support models through automation, self-service, or broader service transformation initiatives.
• Solid understanding of incident management, problem management, and day-to-day IT service operations.
• Experience working with ServiceNow or a comparable IT service management platform.
• Familiarity with AI-enabled support tools, knowledge management practices, and digital support channels.
• Strong leadership, analytical, communication, coaching, and problem-solving skills, with the ability to guide teams through change while sustaining service quality.
Compensation
Based on experienceAbout Us
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