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Director, IT Service Delivery in Eighty Four at 84 Lumber

Date Posted: 4/8/2018

Job Snapshot

  • Employee Type:
  • Location:
    Eighty Four
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


This position's primary function is to enhance customer satisfaction by ensuring effective service delivery and issue management from the IT Service Desk and IT Support Teams. This position will have accountability for defining and designing the vision for IT Service Management including standards, principles and functions that will be leveraged across IT such as Incident Management, Demand Management, Service Catalog, Change Management, Service Desk, VIP/Executive Support, and Problem Management. This position also serves as a primary point of contact for all issues related to current IT services providing first touch resolution and serves as the escalation path to other IT teams. They will partner across the technology team to ensure continuous improvement such that solutions are truly enabling our team members to achieve at their highest potential.

  • Directs, develops and provides leadership, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups (within IT and other groups such as HR)
  • Establish strong ITIL based processes linking all support teams
  • Successful implementation of IT Service Delivery processes comparable to other world class organizations
  • Develop phone/ticket escalation processes and system.
  • Builds a high-performance team. Hires and retains the right talent in the right roles.
  • Train, coach and mentor analysts (Level 1 / 2) including career development
  • Build training material and drive knowledge base development for support staff on technology solutions and processes. Provides data and reporting of KPI's and trends to IT department and others as appropriate
  • Metrics driven approach to priority and approach.  Create baseline and plan for improvements.
  • Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manages process for communicating outage/emergency activities to the organization.
  • Conduct and review Service Desk metrics and analytics to ensure high quality of service provided. Reviews survey feedback to improve services, tools and support experience
  • Responsible for deployment of assets to employees and ensuring that process is standardized and scalable with appropriate tracking/reporting.
  • Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions
  • Overseeing Incident, Problem, Change and Knowledge management processes
  • Work with Infrastructure, Security, and Applications teams as necessary to facilitate resolution.
  • Developing and updating plans for the support team to handle new application/product releases
  • Define and establish roles and responsibilities of service desk and desktop support analysts

Job Requirements

Required Skills
Required Experience