Director of Support Services & Product Help Desk Support

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Job Description

The Director of Support Services & Product Help Desk Support will report to the Vice President of Global Support. The position provides leadership for a team of 10 ITSM help desk/product support specialists.

This position will be responsible for championing best practices and managing a team for the continued development and improvement of service management processes based on ITSM constructs.

The Director is responsible for driving the following initiatives:

Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
Ensure all service management processes enable customer service agility.
Create an environment that supports customer self-service and automation of routine service requests.
Foster continuous service delivery optimization and improvement.
Identify resources and sourcing of service management operations support.
Develop self-auditing and compliance capabilities around ITSM procedures.
Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.

KEY RESPONSIBILITIES INCLUDE:

Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
Define roles and responsibilities for the department.
Successfully transforming the organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other IT Service Management processes.
Accountable for building, publishing and the utilization of the service catalog.
Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the support organization.
Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
Develop performance measures and consistently report metrics to Leadership team.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
Provide direction and goal setting on strategy and operations.
Provide tactical and strategic recommendations based on ITSM key performance measures.
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally.
Mentor service and process specialists on ITSM concepts.
May be responsible for on-call duties and response to emergencies on-site as needed.
Other related duties as assigned.

Minimum Qualifications

Bachelor's degree in Computer Science or related field AND minimum of three years demonstrated experience in ITSM software systems;
Any equivalent combination of experience, training, and/or education.

Preferred Qualifications

Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
Knowledge of aviation, aerospace, or defense industry
Knowledge of Jira Service Management

Knowledge Skills and Abilities

In-depth knowledge of IT Service Management (ITIL) frameworks.
Demonstrated experience in leading process improvement and organization change initiatives.
Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.
Excellent presentation, time management, and collaborating skills.
Technical competence (understand service offerings, etc.).
Motivated, goal oriented, persistent and a skilled negotiator.
High level of initiative and work well in a team environment.
Handles stressful situations and deadline pressures well.
Plans and carries out responsibilities with minimal direction.
Ability to work with people from a variety of different culturally diverse backgrounds.

Job Information

Rate / Salary

$ - $

Sector

IT/Software/Technology