Director of Support Services & Product Help Desk Support

Job Description

The Director of Support Services & Product Help Desk Support will report to the Vice President of Global Support. The position provides leadership for a team of 10 ITSM help desk/product support specialists.

This position will be responsible for championing best practices and managing a team for the continued development and improvement of service management processes based on ITSM constructs.

The Director is responsible for driving the following initiatives:

• Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
• Ensure all service management processes enable customer service agility.
• Create an environment that supports customer self-service and automation of routine service requests.
• Foster continuous service delivery optimization and improvement.
• Identify resources and sourcing of service management operations support.
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.

KEY RESPONSIBILITIES INCLUDE:

• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
• Define roles and responsibilities for the department.
• Successfully transforming the organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other IT Service Management processes.
• Accountable for building, publishing and the utilization of the service catalog.
• Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the support organization.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Develop performance measures and consistently report metrics to Leadership team.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Provide direction and goal setting on strategy and operations.
• Provide tactical and strategic recommendations based on ITSM key performance measures.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally.
• Mentor service and process specialists on ITSM concepts.
• May be responsible for on-call duties and response to emergencies on-site as needed.
• Other related duties as assigned.

Minimum Qualifications

• Bachelor's degree in Computer Science or related field AND minimum of three years demonstrated experience in ITSM software systems;
• Any equivalent combination of experience, training, and/or education.

Preferred Qualifications

• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
• Knowledge of aviation, aerospace, or defense industry
• Knowledge of Jira Service Management

Knowledge Skills and Abilities

• In-depth knowledge of IT Service Management (ITIL) frameworks.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.
• Excellent presentation, time management, and collaborating skills.
• Technical competence (understand service offerings, etc.).
• Motivated, goal oriented, persistent and a skilled negotiator.
• High level of initiative and work well in a team environment.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Ability to work with people from a variety of different culturally diverse backgrounds.