Vice President National IT Field Support - Remote
Location:
Madison, NJ, United States
Posted on:
Nov 01, 2021
Profile
The VP, National IT Field Services will lead a team of 150 field technology professionals responsible for delivering exceptional customer experience to employees and real estate professionals across the U.S. in the areas of equipment refresh, onboarding/offboarding, and in-office technical support of printers, cabling and AV support.
With a strategic focus on simplification and automation, the VP will execute and drive change with a continuous improvement (‘always better’) approach to optimize field technology operations. The VP will assess and make recommendations on the improvement or re-engineering of the IT Field organization and will collaborate with the executive field operations teams to identify, recommend, develop, implement, and support cost-effective technology solutions to continuously improve the technology experience for our real estate sales professionals.
Responsibilities:
- Establish and execute policies, systems, strategies and organization design to ensure the best customer/user experience with a focus on simplification, standardization, automation and enhancing service delivery.
- Lead IT Field strategic and operational planning to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems.
- Provide oversight for in-office and remote deskside support queues managed in ServiceNow ensuring service levels and highest quality of customer care are maintained.
- Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance.
- Develop and drive departmental goals, metrics and organizational structure aligned with our tech & data strategy.
- Implement RPA and other automation strategies to both simplify and standardize IT field service practices.
- Act as an advocate for the organization’s IT vision via regular interaction with executives, senior functional leaders, and end users.
- Develop and control annual operating and capital budgets; develop cost/benefit analyses; identify opportunities and risks associated with investments in IT systems and resources.
- Promote and oversee strategic relationships between internal IT resources and external entities, including government, vendors, and partner organizations.
Relevant Experience:
- Bachelor’s degree, or equivalent, in computer science, information systems, or business administration. Master’s degree with technology as a core component preferred.
- Experience driving large national field organizations servicing customers across multiple business disciplines.
- Ability to create the vision, deploy change management strategies and drive a culture of exceptional customer service.
- Current knowledge of trends and issues in the IT industry, including current technologies and prices.
- Experience supporting a customer base responsible for real estate transactional activities is a plus.
- Demonstrated experience in leading IT transformational initiatives.
- Creative problem solving skills.
- Innovative thinker who is able to blend technology and business strategy to support customers.
- Capable of building and maintaining strong relationships with a diverse set of internal technology peers and business leaders.
- Strong negotiation skills driving to a win-win solution.
- Highly motivated and independent contributor.
- Experience in strategic planning and execution.
- Substantial expertise with hardware platforms, enterprise software applications, security standards management and outsourced systems and solutions including O365, Win/Mac platforms, AD, Okta, MFA and ServiceNow.
- Experience with systems design and development from business requirements analysis through to day-to-day management including expertise in corporate technology environments including application programming and network infrastructure.
- Basic office networking (switching and connectivity).
- Proven experience in IT planning, organization, and development including Project Management principles.
- Expertise in ITIL problem management principles.
- In-depth knowledge of applicable laws and regulations as they relate to IT.
- Self-starter skilled at taking initiative, collaborating across organizations, and building strong and productive relationships with peers, colleagues, partners and customers.
- Results driven approach in a fast-paced environment coupled with a commitment to quality.
- Proven ability to succeed in a collaborative, fast-paced environment.
This position can be performed anywhere except Colorado.
Remote working requires 50 MB download and 7 MB upload internet speed.
#LI-NW1
#LI-Remote
#J-18808-Ljbffr
