Director, IT Service & Support

Position Overview:

The Director of IT Service and Support is a strategic leadership role responsible for overseeing critical IT functions within our organization. This position involves leading the IT Operations team and Service Desk team, managing outsourced Tier 1 support relationships with Managed Service Providers (MSPs), and collaborating with various IT services providers. The primary objective is to successfully manage, implement, and support IT solutions and processes across multiple domains.

Key responsibility areas include enterprise networking and computing infrastructure, IaaS platforms and services, desktop engineering, IT service monitoring, IT service integrations, and IT support. This role will manage and support the IT Operations and Service Desk team members through their day-to-day activities. This role is also responsible for SOX Audit tasks and controls on behalf of the IT Operations and Service Desk teams. Initiates and communicates various personnel actions, including recruiting, hiring, termination, training, performance reviews, disciplinary actions, and scheduling. Responsible for maintaining and creating IT policies and procedures used within the IT department. Continually gains knowledge of technology, SaaS/IaaS environments, and operational platforms to provide guidance, recommendations, technology roadmaps, operational policy, and subject matter expertise.

Key Responsibilities:

Leadership and Team Management:

• Lead and mentor the IT Operations team and Service Desk teams. Including UK and EU IT staff.

• Foster a collaborative and high-performance culture within the department.

• Provide strategic vision and execution plans for continuous improvement within the IT department.

• Responsible for IT Operations and Service Desk budgets and budget planning.

• Partner with IT Program Management group and key stakeholders to prioritize and plan each team's work and priorities.

• Produce annual project and initiatives roadmap in coordination with the IT Program Management team.

Vendor Management and Outsourcing:

• Manage relationships with external vendors, including Tier 1 support MSPs and IT professional services organizations

• Ensure seamless coordination and alignment with outsourced service providers.

• Continuously monitor the performance of 3rd party vendors to ensure they are meeting contractual obligations

Infrastructure and Systems Management:

• Oversee the daily activities of the IT Operations team ensuring all enterprise infrastructure maintains high availability to support business needs.

• Oversee core enterprise networking (both on-premises and cloud).

• Oversee the management and architecture of the enterprise infrastructure, including cloud and on-prem platforms.

• Oversee the design and administration of cloud computing platforms, AWS and Azure.

• Maintain ISP and telco services contracts and billing

• Responsible for the management of Directory services including Active Directory and Entra ID.

• Responsible for the implementation and optimization of enterprise storage solutions.

• Periodically participates in projects to integrate IT systems supporting company merger and acquisition activities.

• Develop and maintain the strategy for company email infrastructure.

• Continuously evaluate IT infrastructure needs for global expansion.

Support and Service Delivery

• Oversee day-to-day operations of the Service Desk team.

• Continuously evaluate and improve Service Desk processes related to employee onboarding, employee terminations, access provisioning, and end-user software delivery.

• Responsible for processes related to IT hardware inventory and asset management, including hardware lifecycles and disposition.

• Continuously assess and define appropriate Service Level Agreements to meet the needs of the organization.

• Ensure all work is completed in accordance with defined SLAs.

• Mentor Service Desk analysts to foster growth within the Service Desk department.

Monitoring, Logging, and Alerting:

• Develop comprehensive IT service monitoring strategies and incident escalation.

• Implement robust logging and alerting methodologies and response workflows to effectively respond to service-impacting incidents and events.

• Assist the Information Security team in security incident response.

Application Development Team Support and DevOps Practices:

• Collaborate with development teams to meet infrastructure and support needs.

• Implement and develop DevOps best practices in partnership with internal development teams.

• Implement automation and innovative solutions to effectively implement changes into the overall technology platforms for the company.

Documentation, Compliance, and Change Management:

• Document IT infrastructure and support processes comprehensively, including policies, standards, and procedures.

• Responsible for the IT Department document management platform.

• Ensure compliance with IT general controls and implement controls in new technology platforms, supporting SOX compliance.

• Participate in SOX audit walk-throughs.

• Implement Segregation of Duties (SOD) controls to prevent unauthorized changes and to reduce overall risk.

• Enforce rigorous change management controls. Any system or configuration changes should undergo risk-impact assessment, planning, testing, approval, and documentation.

Disaster Recovery and Data Backups:

• Define and implement a robust backup strategy. Consider factors such as data volume, frequency, retention policies, recovery time objectives and storage locations.

• Regularly directs the operations team to test backup restoration processes to verify data integrity and recovery speed.

• Develop and maintain disaster recovery plans.

• Work closely with technology vendors to understand their disaster recovery capabilities and ensure contractual obligations are met.

Strategic Partnerships and Scalable Solutions:

• Partner with internal and external technology stakeholders.

• Ensure service and support are being provided.

• Implement resilient and scalable IT solutions and processes using industry best practices.

Business Unit Collaboration:

• Collaborate with business units to provide timely and effective support for issues and requests submitted to the service desk.

• Develop end-user training and targeted departmental training on common IT practices and departmental procedures.

Performs other duties as assigned.

Qualifications:

Knowledge, Skills, and Abilities:

• Exceptional leadership capabilities coupled with effective communication skills for diverse stakeholder engagement.

• Familiarity with ITIL practices and methodologies.

• Strong analytical skills with the ability to drive insights for decision-making

• Strong background in IT General Controls (ITGC) for SOX or equivalent audit requirements.

• Advanced experience and understanding of Microsoft Azure and Amazon Web Services

• Strong administration skills with Microsoft Active Directory and Entra ID

• Strong administration skills administering Exchange Online and managing enterprise email architecture.

• Working knowledge and experience using Structure Query Languages (MS SQL, Postgres, MySQL, et cetera).

• Strong skills with enterprise networking architectures, protocols, and technologies.

• Experience deploying and managing Cisco Meraki networking and telecommunications equipment.

• Strong experience working with Cloud (SaaS) vendors.

• Demonstrable experience with data backup technologies and methodologies.

• Experience in designing and implementing disaster recovery strategies.

• Experience working in modern DevOps environments.

• Excellent troubleshooting skills.

• Strong oral and written communication skills.

• Experience working in agile environments.

Education and Experience:

• Minimum 5 years related experience in a similar leadership role.

• Minimum 10 years of related experience working in a technical role in a dynamic Information Technology environment.

• Bachelor's degree from a four-year College or University, will accept exceptional work experience in lieu of a Degree.

• Amazon Web Services certification preferred.

• Microsoft Azure certification preferred.

• ITIL Certification preferred.

• Project Management certification preferred.

What you will get in return:

• The base salary for this role is in the range of $134,887 - $193,638.

• You may be eligible for an annual discretionary bonus and an annual discretionary stock award, (dependent on date of hire) to be discussed during the initial phone interview. Base salary and total compensation package determined by the candidate's experience, knowledge, education, skills, performance, and abilities, as well as internal equity, company performance, and alignment with market data.

• Most US based full-time and part-time roles come with flexible schedules. We offer a best-in-class benefits package that includes healthcare, dental, and vision insurance for employees and eligible dependents. Our 401(k)-retirement plan has a company match of 50% up to 6% of eligible compensation. Realty Income also offers other wellness, financial, and work/lifestyle-specific benefits, along with 12 PTO hours every month; in addition to 12 paid holidays, and paid volunteer time. Realty Income's purpose is to build enduring relationships and brighter financial futures, and this starts with you!

The Company:

Realty Income (NYSE: O), an S&P 500 company, is real estate partner to the world's leading companies. Founded in 1969, we invest in diversified commercial real estate and have a portfolio of over 15,450 properties (including properties acquired in the Spirit merger in January 2024) in all 50 U.S. states and in seven countries in Europe. We are known as "The Monthly Dividend Company," and have a mission to deliver stockholders dependable monthly dividends that grow over time. Since our founding, we have declared 645 consecutive monthly dividends and are a member of the S&P 500 Dividend Aristocrats index for having increased our dividend for the last 25 consecutive years.