Director, Enterprise Support Services

Audacy, Inc.•New York, NY

1d•$115,000 - $125,000•Hybrid

About The Position

This role is responsible for the Audacy Service Desk including all inbound L1 Triage, Request Fulfillment, and IT L2 Operations Support. Leading the Audacy 24x7x365 end-user support, IT operations and service management practices. As a leader within our Service Delivery team, you will drive unification of observability, response, and improvement for our direct-to-consumer and internal owned & operated services. This role will collaborate with the Knowledge Manager and Service Owners to document and shift work left with a keen eye on identifying work ideal for automation.

Requirements

8+ years Technical Support, NOC, or ITSM experience.
5+ years experience managing 24/7 teams.
5+ years experience with ticketing and tracking software, such as Zendesk, Freshdesk, Jira, Servicenow or others.
Ability to independently prioritize multiple tasks in a fast-paced environment under tight deadlines across multiple stakeholders.
Excellent writing and communication skills, including ability to communicate complex technical issues in plain language.
Out of the box creative thinker, comfortable investigating and resolving complex technical issues
Bachelor’s degree required, BS in IT, Computer Science or related field preferred.
Strong understanding of ITSM processes; Incident, Request, Problem, Change, and Service Transition.

Nice To Haves

Knowledge or certification of ITIL Foundations is a strong plus.

Responsibilities

Own the relationship with our Managed Service Provider (MSP) to support customers.
Product owner for current ITSM enterprise tool and the optimization and integration of the tool to facilitate efficient workflows and timely issue and problem resolution.
Establishes and maintains SLAs/KPIs for support including incident response, request fulfillment and problem management.
Identify vulnerabilities and opportunities for improvement; maintain metrics to help develop analysis that will drive improvement within the Service Delivery teams.
Develop and maintain metrics and measures customer support and satisfaction.
Develop plans to improve key performance metrics and communicate plans with program leadership and stakeholders.
Create and enhance administrative, operational, and technical policies and procedures.
Adopt best practice guidelines, standards, and procedures.
Develop and maintain a working knowledge of a wide range of applications and systems.
Ability to “lead by example” by leading teams though issue triage, tracking, prioritization and issue resolution.
Lead projects, roadmaps, schedules, and budgets for solution deployment.
Communicate progress to plan, risks, and opportunities with team members, program leadership, stakeholders, and customers.