GavinHeath
Overview
Director, IT, Global - Service Desk
– GavinHeath is partnering with a client in Denver, CO looking to add a Director, IT, Global to their team. The role is responsible for leading the Service Desk function that comprises IT Helpdesk, Desktop Administration, Monitoring Critical Systems, Major Incident Management, and provides worldwide support for internal customer questions, incidents, and service-related requests. This is an exciting opportunity to build and improve a global service desk that will support a successful and fast-growing company. Essential Job Functions
Manage, build, and develop a globally deployed customer-focused team for IT Service Desk, including IT Helpdesk, Desktop Administration, Monitoring Critical Systems, and Major Incident Management Manage key relationships to ensure services are aligned and delivered to business requirements Collaborate with CIO leadership team and internal business partners to identify and evolve service offerings Improve quality and timeliness of IT Service Desk with a customer-focused approach Set specific service level expectations and measure performance against them Assist in determining, documenting, and measuring performance against SLAs/KPIs Implement continuous improvement in efficiency, reliability, and performance of IT services Act as escalation point for both customers and IT helpdesk staff when issues require elevating Lead technology strategy, roadmap, standards, processes, and compliance to standards for IT Service Desk Responsibilities
Oversee global environment, including local network & storage, laptops, tablets, cloud services, and device management Establish and refine processes, tools, and methods used by the IT Service Desk to provide exceptional support and services Develop and maintain policies and procedures Ensure patching of desktops, laptops, and workstations remain within compliance Ensure service desk is functional 24x7 with out-of-hours support available to resolve issues Adopt "Shift Left” approach (e.g., automate/self-service as much Tier 1 support as possible) Drive consistency of processes across global services Understand and comply with the company's Acceptable Use Policy and applicable industry standards Job Requirements
10+ years of progressive IT or technology experience 7+ years of leadership experience managing a global IT service desk Bachelor's degree from an accredited institution or equivalent experience required Experience collaborating with peers and business partners to determine needs and develop technical solutions Ability to work under pressure and manage multiple priorities Strong leadership skills with ability to motivate teams and achieve goals Experience implementing ITSM with measurable improvements to user experience Strong people management, budget management, and process development experience Excellent customer service, written, and oral communication skills Ability to communicate effectively at all levels of the organization ITIL implementation experience (current qualification preferred) Experience with Agile methodologies desirable Travel up to 15% (may increase over time as business evolves) GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.
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Director, IT, Global - Service Desk
– GavinHeath is partnering with a client in Denver, CO looking to add a Director, IT, Global to their team. The role is responsible for leading the Service Desk function that comprises IT Helpdesk, Desktop Administration, Monitoring Critical Systems, Major Incident Management, and provides worldwide support for internal customer questions, incidents, and service-related requests. This is an exciting opportunity to build and improve a global service desk that will support a successful and fast-growing company. Essential Job Functions
Manage, build, and develop a globally deployed customer-focused team for IT Service Desk, including IT Helpdesk, Desktop Administration, Monitoring Critical Systems, and Major Incident Management Manage key relationships to ensure services are aligned and delivered to business requirements Collaborate with CIO leadership team and internal business partners to identify and evolve service offerings Improve quality and timeliness of IT Service Desk with a customer-focused approach Set specific service level expectations and measure performance against them Assist in determining, documenting, and measuring performance against SLAs/KPIs Implement continuous improvement in efficiency, reliability, and performance of IT services Act as escalation point for both customers and IT helpdesk staff when issues require elevating Lead technology strategy, roadmap, standards, processes, and compliance to standards for IT Service Desk Responsibilities
Oversee global environment, including local network & storage, laptops, tablets, cloud services, and device management Establish and refine processes, tools, and methods used by the IT Service Desk to provide exceptional support and services Develop and maintain policies and procedures Ensure patching of desktops, laptops, and workstations remain within compliance Ensure service desk is functional 24x7 with out-of-hours support available to resolve issues Adopt "Shift Left” approach (e.g., automate/self-service as much Tier 1 support as possible) Drive consistency of processes across global services Understand and comply with the company's Acceptable Use Policy and applicable industry standards Job Requirements
10+ years of progressive IT or technology experience 7+ years of leadership experience managing a global IT service desk Bachelor's degree from an accredited institution or equivalent experience required Experience collaborating with peers and business partners to determine needs and develop technical solutions Ability to work under pressure and manage multiple priorities Strong leadership skills with ability to motivate teams and achieve goals Experience implementing ITSM with measurable improvements to user experience Strong people management, budget management, and process development experience Excellent customer service, written, and oral communication skills Ability to communicate effectively at all levels of the organization ITIL implementation experience (current qualification preferred) Experience with Agile methodologies desirable Travel up to 15% (may increase over time as business evolves) GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.
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