Director of IT, Octus
$165-195k
Provider of credit data, analytics and intel
Be an early applicant
Provider of credit data, analytics and intel
201-500 employees
Be an early applicant
$165-195k
201-500 employees
Company mission
To empower subscribers to discover and synthesize the information that matters through the combination of passionate experts and innovative technology.
Role
Who you are
- The ideal candidate will have a proven track record in IT service management, a passion for providing world-class user support, and the ability to lead and inspire a global team
- Proven experience leading and managing a worldwide high-performing IT Service Desk team
- Exceptional communication, interpersonal, and problem-solving skills
- Strong technical knowledge of end-user technologies, ITIL frameworks, and service management best practices
- Hands-on experience with incident management, problem management, and change management processes
- Ability to analyze data, identify trends, and derive actionable insights to improve user experience
- Customer-centric mindset with a passion for delivering outstanding user support
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- If you are a dynamic and hands-on IT leader with a passion for delivering exceptional user experiences, we'd love to hear from you
What the job involves
- Reorg's Information Security and Technology Organization is seeking an experienced and dynamic Director of IT to lead our global IT Service Desk and deliver exceptional end-user support
- This hands-on role requires a unique blend of technical expertise, leadership acumen, and outstanding communication skills to drive user satisfaction and operational efficiency
- Foster a customer-centric culture within the IT Service Desk team, emphasizing empathy, responsiveness, and professionalism in all user interactions
- Develop and implement service level agreements (SLAs) to ensure timely and effective resolution of user issues
- Continuously monitor and analyze user feedback, satisfaction metrics, and support trends to identify areas for improvement
- Proactively engage with users to understand their needs, gather insights, and drive enhancements to the overall IT user experience
- Lead, mentor, and inspire a global IT Service Desk team to deliver exceptional user support across various channels (phone, email, chat, etc.)
- Establish and maintain standard operating procedures, knowledge bases, and self-service resources to empower users and improve efficiency
- Implement best practices in incident management, problem management, and change management to minimize disruptions and optimize service delivery
- Foster a culture of continuous learning, knowledge sharing, and professional development within the team
- Serve as the primary point of contact for escalations, ensuring effective communication and timely resolution of complex issues
- Collaborate closely with cross-functional teams, including IT infrastructure, application support, and information security, to provide seamless end-to-end support
- Engage with business stakeholders to align IT services with organizational goals and requirements
- Communicate service performance, improvement initiatives, and user experience insights to senior leadership and key stakeholders
- Drive the implementation of ITIL best practices and frameworks to enhance service quality and efficiency
- Continuously monitor and optimize service desk processes, tools, and technologies to improve response times, resolution rates, and user satisfaction
- Develop and maintain comprehensive documentation, including SOPs, user guides, and FAQs, to ensure consistent and efficient support delivery
- Manage vendor relationships and service contracts related to end-user support, ensuring optimal performance and value.Hands-on Technical Expertise:
- Maintain a deep understanding of end-user technologies, including desktop and mobile operating systems, productivity software, and collaboration tools
- Provide hands-on technical support for complex issues and serve as an escalation point for the service desk team
- Stay current with emerging technologies, industry best practices, and user experience trends to drive continuous improvement
Our take
Octus, formerly Reorg, is a global provider of credit intelligence, data and analysis of issues affecting the distressed debt, event-driven and leveraged finance markets. The company sets itself apart by taking an approach that combines reporting with financial and legal analysis, providing a holistic view and delivering that view in real-time.
Octus has fundamentally changed the way in which financial and legal professionals access complex business information. Its service reaches over 25,000 people across a variety of institutions and its subscription-based service is giving organisations the ability to replace the work of junior attorneys.
Octus garnered considerable interest from several private equity and strategic rivals due to its expensive subscription-based services that have proven to result in stable growth for clients. Octus's services are particularly valuable and its 2022 buyout by British global investment firm Permira opens the doors to vast opportunities for Octus's further growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Medical, dental, vision, and 401k/pension benefits
- Generous PTO policy and Summer Fridays
- Gym subsidy and other fun fitness benefits
- Flexible working policy
- Home-office reimbursements
- Generous referral program to encourage quality recruiting
- Educational reimbursements for career development
- Kudos program to recognize and award colleagues
Company values
- Action Oriented: We believe in thoughtful action, clear decision making and moving the ball forward. We will make mistakes and learn from them in order to do better in the future. We understand the power of consistent action to yield compounding results
- Customer First Mindset: Our customers are the most important stakeholders in our business. Solving their problems and anticipating their challenges is the purpose of our work and our underlying mission. Our commitment is to deliver on our promises and continuously improve the customer experience every day
- Effective Team Player: We approach our work with a deep understanding that we are greater than the sum of our individual parts. We treat each other with respect and integrity and offer candid, thoughtful feedback to improve the organization. We recognize and affirm each person's individual talents and ambitions as we work towards Octus's shared goal
- Driven to Excel: We strive for excellence in everything we do. While we celebrate our achievements, we are relentlessly dissatisfied with the status quo. No matter the process, product or person, there is room for improvement. We continuously seek out those improvements and act upon them to benefit Octus and all of its stakeholders
Company HQ
NoMad, New York, NY
Leadership
Kent Collier
(CEO & Founder)Experienced Analyst having previously worked at Catalyst Investment Management and Millennium Partners, also worked as the Vice President at Assurant Asset Management.
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