Director of IT Support POST NUMBER: 432881
- Serve as the lead point of contact for staff and other department leaders regarding service delivery operations acting as an escalation point for service operations and chasing the resolution of incidents.
- Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied
- Organize regular Service Review meetings with team and furnish metrics to communicate performance expectations.
- Assess feedback from end-users and (proactively) identify issues.
- Provide input into service improvement initiatives, planning, strategy and change discussions.
- Seek for continuous improvement and suggest process improvements.
- Ensure the staff is educated and trained on the tools and processes necessary to performed at the highest levels.
- Ensure that customers are informed of service performance issues and significant issues.
Required Experience
- Prior experience (7 years) in IT Service Management and Service Delivery leadership role.
- Comfortable working in a demanding fast-paced, service-focused organization, undergoing change and rapid growth.
- Ability to manage a team of 10 , including the capacity to train the staff on End User Technology productivity tools and company processes.
- Experience operating with a high level of autonomy and the ability to meet deadline through others.
- Hands-On experience with Microsoft 365, Window/Mac OS, and other company applications
- Familiarity with Workday, Azure Cloud, Salesforce, and other company platforms
- Work effectively with both team and/or work group including those outside the formal span of control to resolve issues and fulfill end-user requests.
- Knowledge of industry-standard computer hardware, software, including cybersecurity systems
- Knowledge of ServiceNow intake, escalation, and reporting processes
Desired Capabilities
- Cybersecurity, threat prevention, and NIST familiarity
- Knowledge of networks, VPNs, and wireless technologies
- ITIL Foundation 3.0 Certified
- PMP or project management training
- Excellent verbal and written communication skills
- Bachelor’s degree in IT, computer science, or a related field and/or experience
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.