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We are seeking an innovative and strategic IT Director to lead the design and implementation of a unified, enterprise-wide IT Service Desk function. This role will play a pivotal part in modernizing support services, driving organizational alignment, and enhancing the overall employee technology experience across a multi-location operation. As a leader, you will champion the development of a comprehensive service delivery model that acts as the centralized point of contact for all IT-related needs. Leveraging best practices in integrating cutting-edge tools like AI, automation, and predictive analytics, you will build a future-ready support ecosystem that empowers the business and elevates performance. Core Responsibilities

Strategic Direction & Vision

Architect and implement a unified service desk strategy that serves all business units and operational environments. Create and execute a transformation roadmap that aligns with the company’s broader digital and business initiatives. Guide the shift to an experience-driven and results-oriented service delivery approach. Embed leading service management practices to ensure governance, adaptability, and enterprise cohesion.

Cross-Functional Integration

Collaborate with stakeholders across departments (HR, Accounting, Legal, Operations, ect.) to unify workflows and standardize service offerings. Ensure seamless support delivery across corporate offices, field teams, and remote environments. Establish governance models that promote accountability and consistent service quality across the enterprise.

Operational Execution & Excellence

Define and track key performance indicators (KPIs) and experience-level agreements (XLAs) to measure support outcomes. Cultivate a culture of continual improvement using performance metrics and user feedback. Develop and maintain a dynamic knowledge base and robust self-service tools powered by AI. Oversee third-party service providers and enforce service-level agreements.

Technology Enablement & Innovation

Lead the integration of automation tools, AI-driven workflows, and predictive technologies to enhance service desk responsiveness. Introduce intelligent service catalogs and user-personalized experiences to streamline IT interactions. Monitor and adopt emerging technologies to ensure sustained innovation and agility.

Build and manage a service desk team, fostering a culture of accountability, innovation, and service excellence. Promote an employee-first mindset focused on empathy, responsiveness, and problem ownership. Provide coaching, development, and leadership opportunities to build team capability and resilience. Qualifications

Bachelor’s degree in Information Technology, Business, or a related field (Master’s preferred). A minimum of 10 years’ experience in IT service management or enterprise IT leadership, including 5+ years in a senior management role. Demonstrated success in standing up or transforming service desk or ESM operations within distributed or multi-site organizations. Preferred Skills

ITIL 4 certification required; additional certifications (e.g., SIAM, HDI, COBIT, ISO/IEC 20000) highly desirable. Hands-on experience with platforms like ServiceNow, Jira Service Management, and Azure DevOps. Background in supporting complex or compliance-driven industries (e.g., construction, healthcare, finance) is a strong plus. Health Coverage

Access to Medical, Dental & Vision Insurance Plans Accident & Supplemental Coverage Options Future Planning

401(k) Retirement Savings Plan with Company Match

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