Director, Information Technology

About The RoleThe IT Director, a hands-on role, will be responsible for overseeing the daily operations and support of all end-user services and ensure all issues and requests are resolved in a timely manner. This role requires excellent leadership skills, a passion for teaching & coaching, a strong understanding of end-user technology and devices, and a commitment to delivering best in class experiences for employees. ResponsibilitiesLead and develop a team of individuals focused on providing best in class technology & operations for employees. Oversee the daily IT operations of the IT service desk, ensuring timely and proactive resolution of service requests.

Develop and monitor KPI’s and SLA standardsCoordination with sister companies and parent companies as necessaryManage third-party helpdesk providers, where applicable. Lead IT infrastructure and engineering efforts to modernize and standardize the end-user technology stack. Some examples of projects include: Migrating Mac endpoints to IntuneChampion SSO via Entra across all business applicationsImplement best practice security principles for all end pointsManage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning and equipment retrieval. Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency.

Ensure a high level of customer satisfaction by maintaining service excellence and serving as a point of escalation for critical issues. Collect feedback from end-users to improve user experience and service delivery. Identify and drive initiatives for process improvements, focusing on streamlining operations and enhancing service levels. Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement. Manage incident and problem management processes, ensuring root cause analysis and effective resolution. Stay abreast of emerging technologies and industry trends, ensuring the technology evolves to meet changing business needs.

Conduct regular training sessions for staff to keep them updated with new tools and technologies. Foster a collaborative environment within the team, promoting knowledge-sharing and continuous improvement. Ensure compliance with all relevant regulations and standards, including data protection and cybersecurity protocols. Skills & QualificationsBachelor’s degree in information technology, Computer Science, or a related field. 5+ years proven experience in IT service management or a similar role. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in incident management and problem resolution. Knowledge of ITIL (Information Technology Infrastructure Library) framework. Familiarity with emerging technologies and industry best practices.

Ability to analyze complex data and generate actionable insights. Strong organizational and project management skills. Commitment to professional development and continuous learning. Salary Range: $140,000 - $160,000 based on experienceNote: “We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”