Job Description

Position Summary:

The Senior Director, Service Desk will be responsible for leading the Enterprise Service Desk for our fintech and banking systems providing end user support, service request management, and IT service delivery ensuring smooth and consistent delivery of technology services to our end users.   The Senior Director will be responsible for a positive IT experience driving customer trust and satisfaction with our internal stakeholders.  The position will oversee all Technology Service Desk staff and operations within the enterprise, will develop/communicate service level standards/achievements along with continual improvement efforts and be responsible for developing the future state of the department as the company grows.  This leader will establish a 24X7 service model partnering with third party providers for non-US days and hours.  Additionally, this leader will be responsible for end user permissions, routine requests from the end users, and managing all asset management  This role works collaboratively with the technology leadership team and with business leaders to measure success in service delivery aligned to our business strategy and champion improvements within their department and across IT services. 

Essential Duties & Responsibilities:

  • Mature and drive success in achieving IT Service Desk objectives and goals to support the organizational vision.

  • Managing and leading the Service Desk department, which will entail managers/supervisors, engineers, and front-line technicians.

  • Proactively ensure that teams are meeting stated service level agreements and ensure compliance and drive continuous improvements to exceed such agreements.

  • Utilize ITSM frameworks and ITIL methodology management across IT to evolve best practices and simplify customer's IT operations including metrics, SLAs, and reporting.

  • Analyze data and identify positive or negative trends in the volume and types of incidents and requests received.

  • Establish baselines and areas of improvement to reduce incidents, requests, and lead efforts to increase self-service, automation via IT self-service portal.

  • Coordinate with Major Incident Management (MIM) team in the MIM and Problem Management processes as needed.

  • Establish successful 24x7 service model ensuring consistency in service off-hours and continued progress between shift changes.

  •  Work in partnership with Service Management, IT Enterprise Architecture to serve technology constituents with desired service capabilities, service demand and cost management. Provide timely and accurate information, reporting, and feedback to Senior IT Leadership.

  • Execute on additional projects and initiatives as they are introduced by the company.

  • Management duties include hiring, training, coaching, counseling, and evaluating performance of direct reports within the department.

  • Accountability on the use of services, handling of sensitive data, and resolving incidents and requests in compliance with SOX, SOC and FDIC requirements.

Experience & Education:

  • The successful candidate will possess technology operations experience and skills, leadership expertise, analytical and critical thinking skills, and attention to detail.  Additionally, the ideal candidate should possess the following:

  • Bachelor’s degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience.

  • Must have 8+ years of experience in progressively responsible IT roles, with at least 4 years in a leadership capacity.

  • Minimum 4 years’ experience in performance management, development, training, and coaching.

  • Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.

  • Demonstrated success at a financial institution similar nature for a minimum of 3 years and as a Service Desk Leader or similar for at least 4 years.

  • Must be capable of dealing confidently and professionally with Customers.

  • Must be a team player and build good working relationships across all functions.

  • Must have a strong personal drive for delivering industry-leading service, and thrive in a fast-paced, high-energy environment with a proactive focus.

  • Must have proven experience using data driven measurement and strong ITSM/ITIL experience.  Experience with ITIL management tool(s) is required and ITIL certification is a plus.

  • Proven ability to develop and execute a strategic roadmap for service desk initiatives aligned with overall business objectives.

  • Must have knowledge of cybersecurity practices and a commitment to maintaining a secure IT environment.

  • Familiarity with the unique challenges and compliance standards within the banking and financial industry.

  • Must have experience leading and establishing a 24X7 service organization.

Skills & Abilities Required:

  • Self-motivated with the ability to work individually or in a team.

  • Strong analytical, project management, interpersonal and oral and written communication skills.

  • Strong leadership skills with focus on designing, building, enhancing, and sustaining technical support excellence as well as service delivery.

  • Passion for Service Delivery, Customer Service, User Experience, and Operational Excellence.

  • Focus on improving our customers IT experience and operational productivity.

  • Strong experience managing managed service providers that provide IT end-user support for organization.

  • Proven leadership ability and a positive attitude toward the mentoring and training of others in a remote capacity.

  • Significant experience with enterprise ITIL methodologies and management disciplines as well as IT Service Management tool (Freshservice).

  • Expertise in the support of Information Technology currently deployed.

  • Proven demonstration of learning agility including interpersonal risk-taking, collaboration, experimentation, and reflection, as well as speed and flexibility.

  • Must be detail oriented, convey a positive attitude and be resourceful.

  • Organized and analytical, able to eliminate obstacles through creative and adaptive approaches.


Application Instructions

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