JOB SUMMARY:
The Digital Workplace Operations Director is responsible for enterprise-wide end user support including leadership of the Technology Service Desk, Tier II Remote Support team, and deskside support. The position is focused on reducing end user incidents, improving service delivery, driving technology related efficiency, and reducing deployment friction. The position will lead the Problem Management team and will own the Early Life Cycle Process. Problem Management efforts will focus on identifying and resolving ongoing digital friction points. The Early Life Cycle Process will focus on rollout preparation with an emphasis on communication planning and support team preparation. The Director must develop and execute strategic initiatives to achieve goals and must instill a continual improvement mindset.
The Director leads 12 managers and 115 staff members/contractors.
JOB REQUIREMENTS:
A bachelor’s degree, preferably in Computer Science, Information Systems, Engineering, Business, or related field is required.
10 or more years of experience in IT with 5 or more years of IT management experience and 5 years of experience associated with End User Technologies.
Comprehensive understanding digital workplace technology and end-user experience.
Track record of clear vision, execution focus, strong prioritization, and planning capabilities.
Strong track record of leading, coaching, developing, and motivating multi-cultural teams.
Extensive knowledge of technology related disciplines with a strong focus on end-user technologies, supporting infrastructure and associated security concerns.
Outstanding communication and collaboration skills, including the ability to communicate and collaborate with business partners and peers.
Strategically minded with the ability to develop multi-year vision to support future direction and tool adoption.
Relationship management skills to collaborate and partner with decision makers across the company.
Demonstrated Service Desk and End-user focused support team leadership.
Ability to drive and implement change initiatives and execute organizational change management.
Ability to attract top talent and build high performing teams. Demonstrated ability to lead, motivate, and develop leaders.
Excellent customer service skills that exhibit initiative and follow-through to meet customer commitments.
Sound knowledge of the budgeting processes, fiscal management, and how to appropriately estimate costs and plan for ongoing technology projects and maintenance.
Excellent vendor / supplier management skills. Our technology suppliers are a vital part of our technology eco-system and need to be fully leveraged. The incumbent needs to be able to both negotiate with our vendor partners and hold them accountable for the service level quality they contractually committed to.
Flexible, can work under stress with changing direction and with minimal supervision.
Self-motivated, proactive, and removes obstacles for success.
MAJOR JOB RESPONSIBILITIES:
Provide vision and leadership for future strategies and roadmap associated with the Technology Service Desk, Remote Support Team, and Deskside support.
Lead and develop a team of leaders ensuring services, expertise and capabilities provided by the team elevate TO’s performance.
Assess and adopt new tools and capabilities to enhance core services and reduce technology friction, including AI, automation, and digital experience (DEX)
Understand the end-user experience and ensure new services are integrated into and retired services are transitioned out of the support model.
Leverage Analytics and Metrics review to ensure support is provided efficiently and with high customer satisfaction.
Ensure the Service Desk provides effective front-line support with a mix of phone, interactive chat, and self-service support.
Ensure the Tier II team provides support to business partners, resolves incidents and requests in a timely manner, escalates issues to the appropriate workgroups and performs root cause analysis to prevent repeat issues.
Ensure the Field Deskside Support team supports business units by communicating technology changes in advance, consulting on new and changed services and timely resolution of incidents and requests.
Oversee Problem Management assessments to quickly identify and eliminate issues.
Own the Early Life Cycle Process to assess all deployments and ensure a thorough communication plan and thorough support preparation.
Support team’s adoption of Digital Experience (DEx) and develop leads within the DEx space.
Forge strong partnerships with key business partners to continually improve DEx and technology interactions.
Collaborate closely with peer Digital Workplace Solutions teams to align engineering and architecture efforts, ensuring a unified vision and successful outcomes for all Digital Workplace initiatives.
