Job Details

ID #49542617
State Texas
City Houston
Job type Permanent
Salary USD $165,000 - $170,000 165000 - 170000
Source Request Technology, LLC
Showed 2023-03-25
Date 2023-03-17
Deadline 2023-05-16
Category Et cetera
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Director - Field Support Technology

Texas, Houston, 77001 Houston USA

Vacancy expired!

NO SPONSORSHIPDIRECTOR OF FIELD SUPPORT IT SERVICESSALARY: $170K PLUS 35% BONUS PLUS LTPLOCATION: HOUSTON, TX ( on site 3 days a week)Looking for a Director who will manage all field support and all technology in the field. You will have five direct reports, 100 indirect. must have great presentation skills, KPIs metrics to support service delivery. Heavy interface with C’s CIO’s VPs. You will manage all Field and End User Technology out on the field supporting 20,000 users Laptop Desktop Mobile Handheld Devices will have 2 Direct Reports (Managers) 27 in direct. Must Drive Service Delivery Interface with VPs Directors C’s be great in Metrics SOA’s Digital Transformation KPIsThis position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities
  • Service Management
  • Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
  • Meeting Support
  • Technical
  • Lead the Desktop Management team to continually improve the desktop computing environment
  • Manage the desktop computing environment to ensure that laptops, PC’s, and other access devices are built and maintained to high standards of performance and security
  • Ensure that patching and anti-virus updates are carried out promptly and effectively
  • Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment

Qualities and Skills required
  • Essential
  • Able to demonstrate the ability to undertake the above responsibilities
  • Legally able to work in the country in which the position is based
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident
  • management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Qualifications
  • 5-10 years of experience managing technical teams
  • Strong record of IT achievement and leadership in Field technology
  • Extremely organized and detail oriented
  • Superior written and verbal communication skills
  • Ability to provide solutions not only for the immediate problem, but to identify patterns and invent wider solutions.

Vacancy expired!

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