Director, Technology Support & Operations

Sunbelt Rentals, Inc.•Fort Mill, SC

3d•$146,880 - $201,960•Onsite

About The Position

The Director of Technology Support Operations maintains day-to-day enterprise technology support operations to help ensure customers and systems remain operational. This role plans, staffs, builds, implements, and manages next-generation IT support and operational processes that support the success of the company’s digital products and services. The Director establishes and manages the direction, budgets, plans, and actions needed to support the company’s technology solutions for internal customers. As a key team member, the Director completes requirements gathering, develops innovative designs, and applies an understanding of business and technical processes to enable scalable enterprise collaboration solutions supporting more than 1,500 locations and over 22,000 employees. The position is onsite at the Fort Mill Support Office five days a week.

Requirements

A four-year technical degree and/or equivalent experience, plus at least 10 years of technology operations support management experience.
At least 5 years of experience resolving hardware and software platform problems in complex enterprise environments.
At least 5 years of experience building, developing, and managing high-performance teams.
Advanced problem-solving and communication skills.
At least 5 years leading organizational change management.
At least 5 years developing and managing operational budgets.
Knowledge of change management methodologies used to drive organizational change.
At least 3 years of experience with ServiceNow, Intune, and vulnerability management technologies.
Ability to work onsite at the Fort Mill Support Office five days a week.

Responsibilities

Lead the Technology Integration team and Sunbelt Support team, including Technology Support, Hardware Support, Mobile Support, and Technology Operational Support.
Ensure highly available, scalable, secure, and cost-effective IT support capabilities, using customer service, chat, AI, self-service, and personal support calls for desktop and laptop computers, mobile devices, enterprise applications, and executive support.
Recruit, develop, and retain competent, accountable, customer-oriented support team members.
Manage and monitor support activity and internal customer requests, and adhere to budgets to optimize resource cost, value, and delivery.
Establish metrics and KPIs to monitor and report on support operating costs and performance, and implement accountability reporting that aligns cost drivers with organizational management responsibility.
Establish and maintain cost-effective strategic external partnerships to augment staff as needed for cost-effectiveness, variable demand, or skill depth.
Drive continuous improvement and efficiency changes using internal staff and external partners.