Location: Tampa, FL
Description: Our client is currently seeking a IT Support Desk - Associate Director. This position will be mostly remote, but strong preference is for individuals based in the Tampa area.
For immediate consideration, email your resume to firstname.lastname@example.org.
~ Devon Owen
The position will report to the Director of IT Operations.
Responsible for the day-to-day operational direction for ala aspects of tier 1 and tier 2 IT support.
Extensive experience managing 24x7x365 IT tier 1 and tier 2 help desks.
Extensive experience with ServiceNow ITSM
Experience supporting Microsoft Azure and O365 cloud environments
Expertise establishing, delivering, and administering IT Service and Support and Operational Governance
Experience implementing and operating support organizations
Develop, baseline, review and manage service level performance
Develop and maintain Dashboards, Metrics, KPI's, SLA's, SLO's
Approve and report on all performance metrics, exceptions and penalties
Customer and vendor satisfaction tracking and reporting
Contribute to department strategic direction and planning
Recommend new and changes to, internal IT performance and service policies, vendor service, management policies and contractual requirements
Experience with continues process improvement
Independent and proactive management style
Ability to communicate and interact with all levels of the enterprise
Ability to work on (and manage team working on)many concurrent, and changing, priorities
Action-oriented and able to manage and meet aggressive timelines and deadlines
Strong track record of delivering initiatives on time and on budget.
Must have excellent organizational and project management skills
Must be a US Citizen
The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.