Summary of Position:
The Director of Support Services and Managed IT is responsible for leading and managing the support services team within the service delivery organization. This role involves overseeing the delivery of high-quality IT support and managed services to external customers, ensuring exceptional customer satisfaction, and operational efficiency. Key teams reporting into this position include the service desk and desktop support teams including the Senior Manager, Onsite Support Services.
Essential Functions:
- Manage, mentor, and develop a high-performing team of IT support professionals, including service desk and onsite desktop support teams
- Responsible for overseeing all facets of performance management, including hiring and firing, corrective action, performance evaluations, etc.
- Conduct regular performance reviews and provide constructive feedback to team members
- Foster a collaborative and positive team culture that promotes excellence in service delivery
- Develop and implement a growth path for desktop support technicians
- Scale and further develop the service desk increasing efficiency and overall profitability
- Develop and implement additional post product support offerings through the Service Desk
- Ensure ITIL methodologies and practices are adhered to within the Service Desk
- Evaluate current platform utilization and focus on areas of improvement and automation
- Develop and implement strategic plans for IT support services and managed IT operations within the service delivery organization
- Align support services objectives with the overall business goals and IT strategy
- Identify opportunities for service improvement and innovation
- Oversee the delivery of IT support services to external customers, ensuring timely and effective resolution of client issues
- Manage the deployment and maintenance of managed IT services, including network and system monitoring, security, and data backup
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
- Build and maintain strong relationships with external customers, understanding their needs and ensuring high levels of customer satisfaction
- Act as a point of escalation for client concerns and work to resolve issues promptly and effectively
- Conduct regular client meetings to review service performance and discuss improvement opportunities
- Allocate resources effectively to meet service delivery requirements and project deadlines
- Manage the budget for the support services department, ensuring cost-effective operations
- Oversee the procurement and maintenance of IT support tools and technologies
- Implement best practices and industry standards for IT support and managed services
- Conduct regular reviews of service delivery processes and identify areas for improvement
- Stay updated with the latest trends and developments in IT support and managed services
- Ensure compliance with relevant regulations and standards, including data protection and cybersecurity
- Develop and implement policies and procedures to maintain the security and integrity of client data
Competencies:
- Ensures Accountability
- Tech Savvy
- Communicates Effectively
- Values Differences
- Customer Focus
- Resourcefulness
- Drives Results
- Plans and Prioritizes
- Decision Quality
- Self-Development
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.
Required Education and Experience:
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum of 8-10 years of experience in IT support services and managed IT, with at least 5 years in a leadership role
Qualifications:
- Master’s degree recommended/preferred
- Proven track record of managing and delivering high-quality IT support and managed services to external customers
- Strong understanding of IT infrastructure, including networks, servers, and security
- Excellent leadership, communication, and interpersonal skills
- Ability to think strategically and execute operational plans effectively
- Strong problem-solving and decision-making abilities
- Experience with ITIL or other IT service management frameworks is a plus
- Relevant certifications (e.g., PMP, ITIL, CISSP) are highly desirable
AAP/EEO Statement:
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
