Director of Information Technology, DISCO

• 15+ years of experience delivering and supporting IT solutions in a corporate environment, with 8+ years in a leadership role
• Demonstrated progressive experience in the management and mentorship of a global technical support team
• Extensive experience working in an ITIL-driven environment and a deep working knowledge of ITIL principles and processes
• Extensive experience deploying and supporting SaaS applications such as Okta, Google Workplace, Zoom and Slack
• 5+ years of managing cloud infrastructure (AWS, GCP etc), Identity and Access Management solutions (Okta, Sailpoint) and Corporate networking (Meraki)
• Proven vendor management and negotiation skills
• Exceptional customer service skills
• Deep knowledge of and troubleshooting experience with macOS and Windows 10
• Excellent relationship management and performance enablement skills
• Proven analytical and problem-solving skills
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

Desirable

• The Director of Information Technology is responsible for leading and managing the Service Desk team, overseeing the delivery of IT services, and ensuring the provision of high-quality support and proactive management of IT operations
• This role involves strategic planning and execution to optimize people, processes, and tools, as well as the selection, procurement, and maintenance of hardware and software inventory
• The Director plays a crucial role in maintaining a reliable and efficient IT infrastructure, ensuring seamless service delivery to end-users and stakeholders, and aligning IT initiatives with the organization's overall goals and objectives
• IT Leadership and Service Optimization: Leads, mentors, and recruits a diverse and global team of IT professionals, including IT Administrators and Service Desk staff, fostering a high-performance culture. Develops and maintains Service Level Agreements (SLAs) and prepares comprehensive reports on IT infrastructure and Service Desk performance
• Designs and implements robust training programs to accelerate the productivity of new team members
• Strategic roadmap development and execution: Collaborates closely with Business Units to identify areas for technological improvement and innovation
• Directs and oversees work activities to design, implement, and maintain technology solutions that align with business objectives. Ensures that projects are delivered on time, within budget, and meet quality standards
• Service Management and Inventory Control: Oversees, optimizes, and maintains the IT Service Management (ITSM) toolset
• Ensures the accuracy and integrity of hardware and software inventory, collaborating with the infrastructure team to establish and enforce hardware standards
• Proactively manages vendor relationships to optimize costs, mitigate risks, and ensure access to essential tools and services
• Technical Expertise and Documentation: Directs and oversees support for the entire catalog of IT workplace applications, networks, and hardware
• Provides strategic administration and technical guidance for SaaS applications such as Okta, Google Workplace, Zoom, and Slack
• Leads the design and delivery of IT infrastructure in AWS
• Creates and maintains detailed and comprehensive documentation for IT processes and end-user knowledge, ensuring that complex technical solutions are well-documented and easily accessible
• IT Process Management: Serves as the service owner and incident manager for all major IT incidents, ensuring timely and effective resolution
• Oversees the problem management process, ensuring that issues are identified, resolved, and that Root Cause Analysis (RCA) is conducted appropriately
• Leads the Change Advisory Board (CAB) and ensures that all IT changes are managed to minimize risk to the organization