Director Jobs

About The Position

Requirements

• Bachelor’s degree in computer science, Information Systems, or Computer Technology, preferred. Equivalent training and business experience with an associate degree may be substituted.
• Four or more years of progressively responsible experience in Information Technology application, systems, or call center management.
• Two (2) years’ experience managing direct reports.
• Knowledge of applying technology solutions (software/hardware) to accommodate business needs.
• Knowledge of systems analysis techniques and methodologies including troubleshooting.
• Exposure to Cost/Benefit Analysis.
• Project planning, tracking, and implementation experience.
• Significant project delivery experience.
• Significant IT Field Services knowledge and experience.

Nice To Haves

• Certifications are a plus.

Responsibilities

• Supervise assigned direct reports to ensure effective, efficient, and safe work practices.
• Review and approve service reports, work orders, time sheets, and expense records for accuracy.
• Maintain ITFS Lab area processes for device imaging, testing, and repairs.
• Maintain good inventory control processes for the ITFS Stock Room/s.
• Responsible for ITFS resource training and refresher courses to ensure consistency and accuracy.
• Plan and coordinate small projects involving equipment installation, relocation, removal, or modification in stores.
• Participate in new store construction, remodels, and acquisitions by reviewing plans, attending meetings, and supervising equipment installations.
• Maintain assigned company property, including vehicle, computer, and cell phone, and maintain a good driving record.
• Perform regular 1:1 meetings and annual performance reviews with direct reports.
• Coach and mentor direct reports to improve performance.
• Ensure adherence to corporate and department policies and procedures.
• Assist in organizing problem-solving between ITFS technicians and IT support teams.
• Provide timely and accurate communication of team activities to the IT Technical Services Director.
• Oversee the development, organization, and publication of documentation for the IT Field Services team's knowledge base.
• Identify opportunities for triage and troubleshooting documents, and develop, train, and publish them.
• Perform analytics to identify trends and service issues, and propose mitigation options.
• Interact with project teams to coordinate training for new technologies and ensure adequate IT Field Services coverage.
• Develop an IT Field Services resource plan to support new project deliverables, including training and go-live support.

Benefits

• Opportunities for growth and career advancement.
• Talent development at all levels.