Director, IT Technical Support

Consistent record leading IT operations and service delivery in an enterprise environment.

Broad and deep technical expertise across enterprise platforms, system integrations, infrastructure, cloud services, and endpoint environments, with the ability to evaluate, build, and scale reliable technology solutions

Strong commitment to elevating the employee experience by designing intuitive, reliable, and frictionless IT services informed by data, feedback, and continuous improvement.

Strong record of vendor and contract management for outsourced IT services.

Hands-on experience with service performance reporting, metrics dashboards, and operational reviews.

Solid grasp of Media technologies, support for hybrid work, and end-user computing environments.

Lead daily IT support operations with an emphasis on end-user experience and service quality.

Coordinate Tier 2 support, walk-up desks, and Media support for meetings and events.

Design and deliver scalable technical solutions and workflow automations that streamline support operations, reduce manual effort, and improve the overall employee experience.

Improve support efficiency by introducing automation, self-service capabilities, and proactive/predictive solutions using employee experience scores and AI technologies.

Responsibility for hardware and software asset management throughout the lifecycle.

Collaborate with third-party service vendors and ensure service contracts are met or exceeded.