Director, Technology Support

Allied Solutions•Carmel, IN

About The Position

The Director, Technology Support creates and evangelizes the strategy and vision for this discipline at Allied. Ensuring the strategy is always aligned with corporate goals. This role builds a foundation of excellence through metrics, infrastructure, business processes, best practices, budgeting, and reporting. This role will guide the team that enables the success of technology services, internal and external users, and the successful delivery of business goals. The Director leads the Technology Support team, a cross functional group of excellent enablers, communicators, and collaborators who work with the Allied enterprise to support, shape and enable our technology platforms and our users. The service/support function of operations focuses on a passion to provide the very best customer experience throughout the entire technology service life cycle.

Requirements

Bachelor’s Degree required; Field of Study: Computer Sciences or related field.
3-4 years of work-related experience required.
3-4 years of leadership experience required.

Responsibilities

Lead Technology Support Division Create and execute the vision for technology support.
Guide technology support planning and execution by building out the team structure and creating scalable, consistent processes.
Build a consistent, cohesive, and collaborative team across all product value streams at Allied.
Visible roadmap to communicate the vision and direction of this emerging team, now and during future iterations.
Establish the brand of the support team.
Develop quantitative methods to gather data to support the technology needs for various cross functional groups (sales, market, user, issue, etc.).
Identifies key stakeholder groups, and proactively reaches out to collect qualitative feedback on systems and the performance of those systems.
Use both quantitative and qualitative data to tell a story that provides actionable insights for the user community and enterprise technology groups.
Partner with technology teams to prioritize service improvements and enhancements by providing strong analysis and organizational savvy.
Partner with technology teams to address tech debt in planning and delivery cycles.
Building cross functional relationships within ETG and Business to break down silos.
Streamline processes and establish competencies within the team that contribute to the success of technology service delivery.
Identify emerging functions and capabilities required to support the direction of technology at Allied.
Lead organizational change efforts by partnering with key stakeholders to understand impact to business process changes, user acceptance testing needs, and improve engagement.
Drive teams towards consistent cadence of communications.
Lead efforts to proactively monitor system performance, and act when results deviate from standards.
Establish and maintain service quality using ITSM measures as a guide.
Identify and report on KPIs for the group.
Create standards for cross functional Launch plans.
Create standards and processes for adoption plans.
Release management.
Management and oversight of ancillary tools and platforms utilized by technology teams.
Support onboarding of new team members to the product teams by developing, storing, facilitating training plans.
Establishes a culture of team members who are curious, willing to challenge the status quo that are willing to challenge the status quo in down to the true problems that need to be solved.
Building cross functional relationships within ETG and Business to break down silos.
Create and develop a management team.
Provide guidance on efforts to upskill employees.