Director of IT Support Operations

The Director of Support Operations will lead and manage the Service Desk and IT Service Management (ITSM) functions within the organization. This role is critical in ensuring that IT services meet the needs of the business, providing leadership to support teams, and driving continuous improvement initiatives. The Director of Support Operations will develop and implement strategies to enhance service delivery, increase efficiency, and improve customer satisfaction. This position requires a strong background in IT operations, leadership, and ITIL-based service management.  

Key Responsibilities  

Leadership & Management:  

• Lead and manage a team of Service Desk professionals across US and India along with ITSM analysts, fostering a culture of excellence, accountability, and continuous improvement.  

• Develop and implement strategic plans for the Service Desk and ITSM functions, aligning them with the overall IT and business strategy.  

• Provide mentorship and career development opportunities for team members.  

Service Desk Operations:  

• Oversee daily operations of the Service Desk, ensuring timely and efficient resolution of IT issues and requests.  

• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure prominent levels of customer satisfaction.  

• Drive the adoption of best practices and continuous improvement initiatives to enhance service desk efficiency and effectiveness.  

IT Service Management (ITSM):  

• Lead the implementation, management, and continuous improvement of ITSM processes, including Incident Management, Problem Management, Change Management, Root Cause Analysis, and Service Request Fulfillment.  

• Ensure ITSM practices are aligned with industry best practices.  

• Collaborate with other IT and business leaders to ensure ITSM processes support business needs and objectives.  

Stakeholder Management:  

• Collaborate with IT leadership and business stakeholders to understand their needs and ensure that support operations are aligned with business objectives.  

• Communicate regularly with senior management on the performance of support operations, highlighting successes and addressing areas for improvement.  

Technology & Tools:  

• Evaluate and implement tools and technologies that enhance support operations, such as ITSM platforms, knowledge management systems, and automation tools.  

• Ensure the effective use of these tools to streamline processes, improve accuracy, and increase efficiency.  

Budget & Resource Management:  

• Participate in budget management for support operations, ensuring that resources are allocated effectively and efficiently.  

• Make recommendations for budget adjustments and investments in technology, tools, and personnel to improve service delivery.  

Qualifications  

Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or practical experience. A Master’s degree is a plus.  

Experience:  

• 8+ years of experience in IT operations, with at least 4 years in a leadership role.  

• Proven experience managing Service Desk and ITSM functions in a medium to large enterprise environment.  

• Strong understanding of ITIL processes and best practices; ITIL certification a plus.  

Skills:  

• Strong leadership and people management skills with a track record of building high-performing teams.  

• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.  

• Strategic thinker with the ability to translate business needs into actionable plans.  

• Strong problem-solving and decision-making skills.  

• Experience with ITSM tools and platforms, such as ServiceNow, Jira Service Desk, or similar.  

• Working knowledge of Microsoft operating systems and applications, and metrics reporting. 

MRO Technology Work Environment  

The support organization provides Helpdesk services, desktop support, Tier 1 application-level support, and workstation builds across US and India. Helpdesk services is comprised of ticket logging, initial triage, and first call resolution. Desktop Services includes Tier 2 troubleshooting (application/hardware), account provisioning, workstation builds, user training, and asset management. Application support’s primary focus is assisting and resolving issues related to MRO’s proprietary applications. The position is a customer facing role that provides technology and/or application support. The leader for this team will be responsible for the daily oversight of these services, act as an escalation point, and provide reports/metrics appropriate to leadership. 

The MRO IT Systems and Support Management leaders work across teams and leadership to drive continued health of system performance.  Partnering across 20+ Scrum Teams to drive improvement based on root cause analysis, data and monitoring techniques; ensuring the right team takes the right action. 

Currently MRO technical operations is bifurcated between US and India based teams, supporting specific applications and workforces.  There is the overarching goal to “follow the sun” and combine these entities into one enterprise-level support system.  

We are looking for an enthusiastic leader ready to bring a proactive approach to how we serve the organization and our clients!