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IT Services Director
Robert Half Technology
Germantown , TN 38138
Posted 4 months ago
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Do you: Direct policies, organize and structure IT Services utilizing creative processes and supporting procedures?
Are your decisions providing the organization an ability to operate, control and deliver critical cloud-based applications to customers? Are you working for game changing employer? Is your compensation appropriate?
No, RHT has a role you need to hear about! The role of IT Services Manager will strategically manage a successful IT Services Team, providing support for Technology Help Desk, Systems Support Services, and Technology Deployment. This position requires an extreme customer-service aptitude, operationally-minded, results focused and creative solutions strategies. Responsibilities:
1 Develop overall cross-office support plan that incorporates both Domestic and International offices 2 Perform a gap analysis of current support infrastructure, and implement necessary changes and enhancements 3 Create a strategic roadmap to create a world-class IT Services Team that aligns with enterprise business objectives and needs a Define IT Services SLAs and develop KPIs to measure overall IT Services performance 4 Define process for reporting/managing to SLAs a Develop reporting system to reflect overall performance b Define triage process and clear Software Engineering hand-off requirements and process c Create metrics to track activity based on triaged requests (calls received, calls resolved, calls escalated, etc.) 5 Define roadmap to automate troubleshooting and request escalation 6 Document support workflows, specifying owners of each segment 7 Create a training roadmap for all users for all IT services and solutions
5+ years? experience managing IT Services team, with demonstrated success motiving and keeping team on track; Experience working in a dynamic, fast-paced, high-growth environment; Experience with cloud technology (AWS, O365, GSuite); International experience preferred
Employment Type: Full Time