As a member of the IT leadership team and reporting to the CIO, the Director - IT Service Management will serve as the lead for defining the IT service experience and delivering great service to all customers of IT. This position will serve as the key partner to the IT Operations team ensuring the delivery of IT services. This position will have overall accountability for defining and designing the overall 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. In addition, this leader will be responsible for defining the proper measurements for customer & service satisfaction, setting baselines and targets for those measurements and holding the cross-functional IT teams accountable for those targets.
- Directly oversee all personnel on Service Desk. Monitor and evaluate individual and team performance.
- Ensure consistency between the service catalogue and the overall service portfolio.
- Design, implement and manage the IT Service Management (ITSM) program.
- Resolve technical and customer-service issues when escalated from IT Service Desk. Work with Infrastructure, Security, and Applications teams as necessary to facilitate resolution.
- Conduct and review Service Desk metrics, analytics and surveys to ensure high quality of service provided.
- Develop key initiatives and oversee projects impacting internal and external end-users.
- Engage in regular meetings and outreach with key business stakeholders to proactively address IT issues affecting CFF Departments and chapters.
- Manage departmental and CFF IT specific projects as assigned. Coordinate Service Desk resources to ensure that projects are completed.
- Enhance cooperative interdepartmental relationships and communications of a broad scope throughout the company and with individuals outside the company.
- Other duties as requested by the Chief Information Officer.
- 10+ years in a leadership role, with 5+ years of people management experience.
- ~3 – 5 years in IT Service Management or similar discipline at a national non-profit.
- You have a deep understanding of ITIL v3 frameworks, tools, and techniques.
- Strong oral and written communication skills; problem-solving and organizational ability; project management skills.
- Act as a resource to Service Desk staff and handle high-level escalation of technical and management issues.
- Demonstrated expertise with administrative tools in a Windows environment; Active Directory, Windows Server and Desktop Operating systems; Microsoft Office, Office 365, Web based application support, client VPN and HP printing.
- Ability to work in and around confined electrical, and network cabling closets, server room, ceilings and under desks.
- Ability to physically move throughout the facility, including lifting and moving up to 40 lbs of computer equipment, bending, reaching, and crawling with data wiring or other needs.
- Ability to concentrate on detailed work, to sit at the computer and answer telephones for up to 50% of their time.