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Director, IT Customer Service and Support is responsible for leading a global team of technical administrators that manage, configure, and deploy equipment or imagery productivity, communication and collaboration into effective business capabilities, highly technical leader will design employee digital experience around the use of productivity tools and services like file sharing, content creation/management, collaboration/communication, software, intranet and digitization. This position will lead 3 managers and work with IT Desktop Administrators, Enterprise Core Infrastructure and Network Team, and Enterprise Web Applications/Development teams as well as various leaders and stakeholders across the enterprise to manage and deliver end user support. A strong technical background and leadership skills complemented by extensive customer service experience and a problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve business objectives and goa ls are

How you'll make an impact:

Collaborate with infrastructure and engineering teams to build unified communications that ensure a seamless, efficient and secure use of productivity, and collaboration technologies. Development of improvements to real time monitoring and alerting for service desk staff Manage and track company assets real time and ensure accurate Service Now CMDB records are in place. Collaborate closely with security team to ensure standards are well understood and proper controls are implemented Develop business and technical architectures for end user systems and peripherals. Collaborate with internal stakeholders on special projects and initiatives. Ensure end user data is protected and recoverable (i.e. Legal Holds Back-Up Devices) Define key metrics and KPIS to track efficient and effective utilization of end user productivity, communication, support, and collaboration tools and services Set goals, objectives, prioritizing projects and initiatives for End User Services functional areas. Comprehensive understanding of the Information Security as it applies to endpoint hardening and data destruction. Manage the deployment or rollout of new devices, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing Lead a global team of hardware specialists, asset managers, service desk analysts and Federal platform support specialists. Manager multiple functional areas who support hardware specialists, digital automation engineers, asset managers, service desk analysts and technology solution architects

What we're looking for:

Ability to work from the office a minimum of 3 days per week or as agreed upon with Manager. Ability to travel up to 30% to support a global workforce. Bachelor's degree in Information Technology or Business Administration Minimum 10+ years of experience end user experience across user endpoint devices and technologies like MDM, RPA, Unified communications, solutions including cloud-based productivity applications like O365, OneDrive, Teams, Zoom, Power Platform. Minimum 7+ years of experience managing a team. Strong experience in setting and executing a End User workplace strategy and transformation with heavy focus on end user experience, challenging the status quo, leveraging technology trends and industry best practice. Strong ability to demonstrate leadership, creativity, and initiative. Excellent strategic thinking skills with the ability to make data-driven decisions and problem solving and willingness to support. Experience working with senior management leadership and ability to influence others cross-functionally. Initiative, a sense of urgency, ability to multi-task, strong organizational and project management skills, and a "can do" attitude.

Salary Range Description $124,600.00 - $190,840.00 Salary

The Hiring Range provided for this role is informed by (but not limited to) arious factors including responsibilities of the position, work experience, education/training, internal peer equity, geography, as well as other market influences when extending an offer. The disclosed range has not been adjusted for these factors. This role may also be eligible to participate in a variable incentive-based bonus plan. Optiv offers a comprehensive compensation and benefits package, of which salary is a component

Job Application Window

This position accepts applicants for a minimum of 4 business days after the job posting date and will remain available until an applicant has been selected for the position.

What you can expect from Optiv

A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups. Work/life balance Professional training resources Creative problem-solving and the ability to tackle unique, complex projects Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities. The ability and technology necessary to productively work remotely/from home (where applicable)