Senior Director, IT Service Desk

Support and maintenance of applications used by the user community including Microsoft Exchange Online, Microsoft Office 365, SharePoint as well as a variety of auto-lending industry-specific applications.

Support and coordination of communications between the owners of corporate network security systems, applications, and partners; must be familiar with information security concepts and platforms.

Drive the overall maturity of the IT organization by implementing the appropriate components of the ITIL(Information Technology Infrastructure Library) practice.

Vendor and contract management with IT-specific service providers.; track individual vendor SLAs against service desk incidents and drive accountability with the vendors.

Conduct scheduled sessions with critical vendors to review open tickets and drive them to resolution.

Analyze trends in issue reporting and collaborate with the GLS product management team to create preventative solutions.

Responsible for oversight of incident management of impacted business operations

Direct and mentor a leader for the Tier 1 Service Desk support team to ensure that the team is properly staffed, sized, and trained for the organization.

Develop and staff a Tier 2 support organization to improve the support of operational applications and to simultaneously reduce the demand for production support time from application development resources.

Exercise management authority concerning staffing, performance evaluations, promotions, and salary recommendations.

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.

Participate in weekly Change Advisory Board and communicate release information to end users and coordinate service desk staff responsibilities to releases accordingly.

Prepare monthly business reviews on open issues, SLAs, and incidents for management and information technology peers.

Serve as a contributing member of project teams(s), or leader of project team(s), coordinating resources to ensure achievement of project activities as assigned. Balance resource assignments and priorities to consistently support projected deployment schedules.

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.

Organize an on-call rotation schedule for direct reports.

Participate in the senior on-call rotation for incident management.

Represent the GLS Infrastructure department in college recruiting efforts by participating in career fairs and other related activities with the screening processes.

Perform additional assignments as required by the needs of the company or as directed by management.

Minimum of a bachelor’s degree in Computer Science, Information Systems, or a related field required. Internal candidates at the Director level with commensurate GLS experience and a track record of sustained, top performance against company standards may be considered.

Minimum of ten (10) years’ experience leading IT Infrastructure and/or Support Desk teams at a financial services organization required.

Knowledge and experience with cloud concepts as well as SaaS vendors required.

Experience with EasyVista (or comparable) service delivery application required.

Must be familiar with telephony and predictive dialing technologies.

Must be proficient with internetworking technologies and concepts.

Exceptional knowledge of personal computer operating systems and policy-based IT control systems.

Excellent analytical and problem-solving skills, with the ability to multitask.

Experience with Microsoft Office365 required.

Strong knowledge of the organization and strong level of technical skills required to complete assignments.

Ability to work well independently and in a team environment.

Excellent customer service skills with technical and non-technical customers.

Ability to handle sensitive and confidential materials in a professional manner.

Experience with software development lifecycle including Agile methodologies.

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.

Strong verbal and written communication skills.

Team player that can adapt in a fast pace and changing environment. 

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff.

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.

Ability to think strategically and deliver tactically.

Commitment to exemplifying the organizational core values and key competencies.