Director IT Service Delivery

Summary

The Director, IT Service Delivery provides operational leadership and oversight of enterprise desktop end user support and site-based IT infrastructure for customer contact centers. The Director coordinates the Technical Support function to drive efficiency and improves the user experience to deliver BPO industry standard best practices including security compliance.

Responsibilities

• • Directs IT resources across multiple contact centers in the region to ensure that IT needs are met for business operations and process commitments; requires ability to readily travel to all regional sites.
• • Owns the resource management of the regional IT department, including hire/termination decisions, professional development and coaching, staffing coverage planning and scheduling, succession planning, budget, and employee engagement. Oversees successful KPI & SLA performance of the team.
• • Directs asset management and equipment logistics for all IT equipment in the region (including desktops/laptops, peripherals, and MDF/IDF hardware). Ensures equipment quantities and status are accurately tracked. Partners with local leadership and Procurement to manage equipment orders, secure backstock storage, and decommissioning processes.
• • Leads all aspects of desktop/laptop management for the region including software installations and updates, vulnerability patching, PC imaging, cyber security, and hardware maintenance.
• • Leads IT staff to ensure continual alignment with internal and external compliance and security requirements (including PCI, SOC2, SOX, ISO, etc.), business continuity plans, and audits.
• • Directs technical troubleshooting efforts for all local workstation impairments and outages.
• • Leads all technical tasks for site build, site expansion, and site closure projects.
• • Governs local IT support tickets to ensure timely and thorough completion.

Qualifications

• • Rich knowledge and experience with the BPO industry
• • Excellent working knowledge of Active Directory, GPOs, and en-masse software deployment
• • Experience in desktop and network troubleshooting and configuration
• • Experience with equipment logistics, procurement, and asset management
• • Highly proactive; addresses site level issues with appropriate sense of urgency. Excellent communication skills
• • Good leadership and interpersonal skills
• • Excellent analytical skills
• • Must possess effective organizational skills and time management skills
• • Highly effective project manager, able to manage numerous short- and long-term projects simultaneously
• • Must be a strong team player with a positive attitude and tenacity to complete the mission.
• • Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
• • Must be able to effectively partner and build relationships with key internal business clients and supporting staff.
• • At least 7 years of IT management experience
• • At least 5 years of IT support experience or combination of education/certifications and relevant IT experience

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