"Lighting a Path to the Future"

Director of Technical Support Services

Location: Pleasant Prairie, WI
Job Type: Direct Hire
Salary: $150,000.00 - $200,000.00
Degree: Bachelor of Science; Bachelor of Arts;
Date: 3/8/2018
Job ID: 02578001
Job Description
·      Understand service criticality to Client’s business, IT desktop functions and systems.
·      Provide hands-on leadership to the desktop, branch IT, and EAU teams. Must have hands-on ability to work with these teams.
·      Provide strategic leadership and tactical oversight in the management of people and operational resources ensuring successful delivery of services. 
·      Author and maintains appropriate policies, procedures and documentation for the IT Operations discipline.
·      Run an operational organization defining Service level objectives, optimizing operational activities and driving visibility into operations through analysis, trending, and measurement.
·      Develop a scalable operations model with a well-documented road map with goals and objectives.
·      Create and enhance the measurement of change control processes to drive stability and uptime to production and user systems.
·      Manage problem management processes to identify and proactively remediate incident trends.
·      Demonstrate calm, diplomacy, and professionalism under pressure during rapid change, conflicting demands, and crisis management.
·      Set, maintain and improve alerting and monitoring of all systems, applications and critical infrastructure.
·      Assess performance, develop improvement plans, and implement solutions to drive continuous improvement for desktop services.
·      Collaborate with operational support teams to ensure service desk and desktop services exceed client expectations.
·      Build high performance teams through staff development, recruitment, and retention to support growing business needs.
·      Bachelor's degree in Information Technology or related field.
·      Graduate degree in computer science (MS) or Business (MBA) is a plus.
·      10+ years IT experience in a large, enterprise, systems environment supporting mission-critical systems and applications.
·      Demonstrative leadership skills and experience.
·      Strong inter-personal skills and ability to coordinate efforts across the organization.
·      Strong understanding of statistics and predictive modeling.
·      Strong project management, problem-solving, and presentation skills.
·      Strong process and process improvement orientation.
·      High energy team player with positive working attitude and cool disposition under pressure a must.
·      Strong communication skills, oral and written, with a proven ability to interface and influence at all levels of the organization.
·      Available for travel to Client’s domestic and international branches.
·      Complete insurance coverage – medical, dental, vision, life.
·      401(k) with company match.
·      Generous paid time off.
·      Tuition reimbursement.
·      3 bonus programs.


Newman-Johnson-King, Inc. & A H Justice Search Consultants • 862 S. Bay St. • Aransas Pass, TX 78336 • Phone: 361-758-2410
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