Job Description
| Picerne Military Housing a division of Corvias Group LLC is seeking a qualified IT professional to lead the position of Director Customer Support Services This position will report to Sr Vice President of MIS The person selected for this role will work independently as well as in crossfunctional teams on a wide range of activities related to the management and administration of MIS customer support services for the company This position will be responsible for the management of the global service desk (help desk) and the MIS customer support team The Director will lead and optimize MIS customer service communications and ensure the development of effective and efficient MIS support services The Director will identify and recommend solutions to lower support costs and improve enduser experiences with all supported enduser devices (eg desktops laptops smart phones tablets etc) The Director will help in capacity and resource planning as well as assist in the evaluation of computing resources to validate the supportability of new MIS technology Required Skills Excellent management and organizational skills Strong attention to detail and analytical skills Ability to follow through on deliverables and meet deadlines Solid technical problem solving skills able to quickly digest any issueproblem encountered and recommend an appropriate solution Outstanding verbal written presentation facilitation and interaction skills with both business and IT partners at varying organizational levels internally and externally Proven ability to provide consultative support solutions to business leaders Ability to establish and maintain a high level of trust confidence and intellectual integrity with both business and MIS teams Ability to successfully prioritize in a multiple task environment Ability to work independently and manage time effectively to meet deadlines Ability to inspire the team and have an enthusiastic drive to deliver services to enhance the enduser experience Good project management skills Required Experience Bachelors degree and 10+ years of related professional experience Experience in the development of operational level reporting Excellent operational skills both quality and results oriented Demonstrated ability to effectively work in crossfunctional work groups Ability to inspire the team and have an enthusiastic drive to deliver services to enhance the enduser experience Must have experience in managing outsourced environments and vendor SLAs vendor contracts managing end user desktop applications support and strategies Experience developing and reporting against service level objectives that pertain to MIS escalation procedures and to customer satisfaction metrics reflective of times and goals for problem resolution and support staff responsivenes Certification or experience in IT Governance or IT Control Frameworks preferred Available to provide 24x7 system support Travel up to 25 |
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