IT Director Support Services

The main purpose of this position is to provide global leadership and direction for all related IT support teams and coordinate IT resources across multiple initiatives related to support services and service management for Level 1/2 technical support. Partner with business unit leaders to find opportunities, requirements and solutions to support business growth, change, and development with the introduction of new systems and technologies.

This role requires a high-energy, team-oriented individual who will possess a critical leadership role; and will be able to demonstrate a track record of success in providing technical leadership, planning, organizing, managing and overall supervision of Tiffany Level 1 and Level 2 Support Teams.

This is a hands-on leader possessing the experience leading technical teams but also willing to pitch in as needed. This successful leader will be collaborative, inquisitive, and proactive. They will have good interpersonal, mentoring, and strong troubleshooting skills. This role requires technical leadership, service catalog, incident management, and achieve results while building relationships and can drive the improvements that will enhance our user experience. They have successfully reorganized help desk organizations and/or launched new Help Desk organizations from the ground up

The Director of Support Services provides a meaningful role for the businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the Director will effectively exceed customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

Responsibilities:

• Service level management, agent group and call-routing configuration oversight resulting in achievement of service levels for entire tenure
• Introduce product and service relate KPI's as metrics to identify trends and inspire change.
• Establish KPI's and SLA's for departments, as well as key metrics for call center operations.
• Ensure smooth delivery and operation of IT services by supervising systems performance
• Consolidates and reports metrics from across Infrastructure and Operations on a weekly and monthly basis
• Improve relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Build processes and standards for selection, implementation, and support of systems
• Identify and pursue service improvement initiatives; handling complaints, suggestions, and compliments; and perhaps most importantly, often service as the face, or voice, of the organization to customers
• Committed to responding to employee happiness metrics; and aware of the importance of using regular performance metrics.
• Design, document, and promote the IT Services roadmap, global strategy, and direction in alignment with the global IT Technical Services strategy.
• Lead and facilitate the collaboration of staff in cross-functional activities and process improvement initiatives
• Ensure fiscal responsibility by adhering to financial policies, evaluating return on investments, controlling costs and project budgets
• Responsible for budget management related to areas of responsibility
• Lead and develop team through the performance management process and ongoing coaching and career discussions.
• Ensure that team maintains a solid understanding of all key practices, standards, policies and regulatory requirements and acts in accordance with them.

Qualifications:

• Bachelor's degree in IT and/or relevant experience; advanced degree in IT is desired
• 10+ years of international experience, ITIL Service Management, Problem Management, Incident Management, Configuration Management, Change Management, and partnering with 3rd party services companies
• Experienced in the operations of multi-site IT Support operations in a global business
• Robust skills in leading an international 24/7 IT Service Desk and respective support functions used in supporting the enterprise on a global scale
• Experience in the architecture and design of core support operations based on an HDI and ITIL process structure
• Ability to run multiple priorities and work across multiple organizations, regions, business units, geographies, and teams
• Experience designing, implementing, and improving core operational metrics and benchmarks for IT Service Desks
• Experienced at establishing policies and practices for the IT Service Desk function and monitors outcomes regularly with leadership, partners, and customer teams on the alignment and performance of technical customer-facing process activities
• Exceptional customer service and relationship building skills, establishing & maintaining trust with individuals at various levels of internal and partner organizations
• Superb communication skills, highly-collaborative
• Organized and detail oriented
• Self-starter who demonstrates leadership skills and takes initiative
• Willing/"can do" attitude to drive for results - including "hands on" engagement as required
• Comfortable leading through ambiguity, including during crises/disasters, business change, or organizational change events, etc.