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Director of IT Support Services

confidential

Houston, TX

Posted 1 month ago

Our client is looking for a Director of IT Support Services in Houston, TX.

The Director of IT Support will oversee and lead the IT support team to ensure the efficient and effective delivery of IT services to our organization. This role requires a strategic thinker with strong leadership skills and a customer-centric approach to support. The Director will be responsible for the development and implementation of IT support strategies, ensuring the highest levels of service, and fostering a culture of continuous improvement and innovation. This position involves significant coordination with managed service providers, developers and Software-as-a-Service (SaaS) platforms.

Duties & Responsibilities:

  • Lead and manage the IT Software & Services Support Services team, providing direction, coaching, and development opportunities.
  • Foster a collaborative and high-performance team culture aligned with the company's values and principles.
  • Provide exceptional support for internal and external customers based on core business platforms of DHU.
  • Coordinate with managed service providers to ensure seamless delivery of IT services and optimize the use of SaaS platforms within the organization.
  • Develop and implement IT support strategies aligned with business objectives and manage IT support projects, ensuring timely and within-budget delivery.
  • Ensure the delivery of high-quality IT support services to all users and set up and manage the IT service desk.
  • Implement and monitor performance metrics to measure the effectiveness of IT support services, providing data and reporting of KPI’s and trends to leadership.
  • Identify opportunities for improvement and innovation in IT support processes and services, staying updated with industry trends and emerging technologies.
  • Ensure IT support practices adhere to security and reliability standards by developing and enforcing policies and procedures to maintain the integrity and security of IT systems.
  • Oversee the tracking and management of IT assets to ensure accurate inventory and optimal usage, and implement asset management practices to support lifecycle management and cost efficiency.
  • Develop and implement change management processes to ensure smooth transitions and minimal disruption, managing IT changes effectively and in compliance with company policies.
  • Provide IT support expertise in mergers and acquisitions environments and lead the rapid integration of
  • acquired businesses into the company's IT infrastructure and support systems.
  • Oversee and manage field services support to ensure consistent and effective IT support for remote and on-site users, developing and implementing field services strategies to address the unique needs of various locations.
  • Oversee and coordinate urgent and complicated support issues, acting as an escalation point for all requests and incidents from customers and partners.
  • Partner with teams to determine the root cause of complex issues and communicate resolution or escalation steps appropriately to customers and partners.
  • Collaborate with other IT leadership to drive continual process improvements related to incident and problem management.
  • Promote a customer-centric culture within the IT support team, acting as a liaison between IT support and other departments to ensure IT services meet their needs.
  • Demonstrate a commitment to the overall success of the Support Services team through process improvement, mentoring, and continuous learning.
  • Manage the hiring, training, mentoring, and scheduling of full and part-time Support Services staff.
  • Ensure the management and renewal of all IT Support Services hardware, software, and vendor agreements, overseeing the inventory of all technology-related equipment and determining the equipment lifecycle from procurement to disposal.
  • Available to work on an on-call basis as needed to ensure availability of technology and appropriate staffing and/or vendor support.
  • Travel to various sites as required to assist with support issues and projects.
  • Perform other duties as assigned.
Contact the Recruiter:
Simon Ohannes Headshot
Simon Ohannes
Talent Advisor
Simon Ohannes Headshot
Simon Ohannes
Talent Advisor
sohannes@messinagroupinc.com
(847) 692-0627
(847) 692-0627
I am compelled to share that I had a wonderful and rewarding dialogue with Simon throughout my job search process! Kudos to Messina, as they have top-notch professionals/human beings, representing them and Simon is without a doubt one of them.
– Matthew L | Director of Operations
Messina Group is an Equal Opportunity Employer
We provide and promote equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression.
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Director of IT Support Services