Director of Technical Support Services in Pleasant Prairie at Apple & Associates

Date Posted: 5/8/2018

Job Snapshot

Job Description


•      Understand service criticality to Client’s business, IT desktop functions and systems.

•      Provide hands-on leadership to the desktop, branch IT, and EAU teams. Must have hands-on ability to work with these teams.

•      Provide strategic leadership and tactical oversight in the management of people and operational resources ensuring successful delivery of services. 

•      Author and maintains appropriate policies, procedures and documentation for the IT Operations discipline.

•      Run an operational organization defining Service level objectives, optimizing operational activities and driving visibility into operations through analysis, trending, and measurement.

•      Develop a scalable operations model with a well-documented road map with goals and objectives.

•      Create and enhance the measurement of change control processes to drive stability and uptime to production and user systems.

•      Manage problem management processes to identify and proactively remediate incident trends.

•      Demonstrate calm, diplomacy, and professionalism under pressure during rapid change, conflicting demands, and crisis management.

•      Set, maintain and improve alerting and monitoring of all systems, applications and critical infrastructure.

•      Assess performance, develop improvement plans, and implement solutions to drive continuous improvement for desktop services.

•      Collaborate with operational support teams to ensure service desk and desktop services exceed client expectations.

•      Build high performance teams through staff development, recruitment, and retention to support growing business needs.

•      Bachelor's degree in Information Technology or related field.

•      Graduate degree in computer science (MS) or Business (MBA) is a plus.

•      10+ years IT experience in a large, enterprise, systems environment supporting mission-critical systems and applications.

•      Demonstrative leadership skills and experience.

•      Strong inter-personal skills and ability to coordinate efforts across the organization.

•      Strong understanding of statistics and predictive modeling.

•      Strong project management, problem-solving, and presentation skills.

•      Strong process and process improvement orientation.

•      High energy team player with positive working attitude and cool disposition under pressure a must.

•      Strong communication skills, oral and written, with a proven ability to interface and influence at all levels of the organization.

•      Available for travel to Client’s domestic and international branches.

•      Complete insurance coverage – medical, dental, vision, life.

•      401(k) with company match.

•      Generous paid time off.

•      Tuition reimbursement.

•      3 bonus programs.