Director, IT Service Desk and Support
Slalom, LLC

Job Info

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Who You'll Work With

Global Services is comprised of collaborative, inclusive, cross-functional teams that work together to support our corporate functions. We push the boundaries of what's possible and deliver solutions that accelerate innovation at a global scale. Our teams include Information Technology, Legal, Information Security & Governance, Marketing, Operations, Finance & Accounting, People, and our Executive Office.

Our mission is to enable all team members across Slalom to do their best work. The Information Technology team is a diverse group of individuals that work across the globe who share the common goal of a people-first culture. We are all about process improvement, streamlining, automation and providing team members across Slalom with the right services at the right time. We are a one-stop shop for all things, technology and services.

The Information Technology Team is looking for a Director, IT Service Desk and Support, who will report to our Senior Director of IT Support and Infrastructure, focusing overseeing all aspects of IT service desk operations and support functions. This role entails managing a team of IT professionals who provide technical assistance and support to internal users, ensuring the efficient resolution of IT-related issues and the delivery of high-quality customer service.

What You'll Do

• Lead, mentor and manage a team of IT service desk and support staff, fostering a collaborative and customer-focused work environment.
• Set clear goals and performance expectations for team members and provide regular feedback and coaching to support their professional development.
• Interact with stakeholders while maintaining the ability to collaborate effectively on swiftly advancing initiatives.
• Develop staffing plans, allocate resources effectively, and optimize team performance to meet service level agreements (SLAs) and organizational objectives.
• Oversee the day-to-day operations of the IT service desk, including incident management, problem resolution and request fulfillment processes.
• Develop and implement best practices, standards and procedures for IT service delivery and support, ensuring consistency and efficiency.
• Monitor service desk metrics and key performance indicators (KPIs), analyze trends, and identify areas for improvement to enhance service quality and customer satisfaction.
• Create roadmaps in accordance with business requirements and devise a strategy for customer-facing Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Service Level Agreements (SLAs).
• Provide leadership and guidance to IT support staff in diagnosing and resolving technical issues, leveraging expertise in various hardware, software and networking technologies.
• Serve as an escalation point for complex or critical incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with other IT teams, vendors and external partners to address technical challenges and implement solutions that align with business needs and IT strategy.
• Build and maintain strong relationships with internal customers and stakeholders, understanding their IT requirements, priorities and pain points.
• Solicit feedback from users to identify opportunities for service improvement and drive initiatives to enhance the overall customer experience.
• Act as an advocate for the IT service desk and support function, promoting awareness of available services, resources and self-help options.
• Lead initiatives to continuously improve service desk process, tools, and technologies, leveraging industry best practices and emerging trends.

What You'll Bring

• Need to have a degree or equivalent experience in direct people leadership, developing direct reports to increased levels of responsibility, scope and career advancement.
• Broad experience covering all aspects of IT Support including customer service, SLA's, enterprise technology platforms (Windows, Mac), customer intake methodologies, outage management, knowledgebase, ITSM processes and tools, reporting and metrics, remote office support, and training.
• Must possess strong leadership, communication and collaboration skills
• Capable of swiftly earning trust from internal stakeholders; adept at fostering agreement and accomplishing objectives through influential methods.
• Proven track record in spearheading ongoing process enhancement, which involves working collaboratively with other teams to enhance efficiencies and elevate the customer experience.
• Experience supporting international teams, demonstrating cultural awareness and the ability to navigate diverse working environments.
• Experience with ITIL framework is a bonus.

About Us

Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn more at slalom.com.

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that includemeaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this position, the targeted base salary range is $120,000 to $180,000. In addition, individuals may be eligible for an annual discretionary bonus up to 20%. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

EEO and Accommodations

Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

We will accept applications until November 7, or until the position is filled.

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