Director of IT Support

US-TX-Plano
Requisition ID
2017-3876
Department (Portal Searching)
Information Technology
6800 Bishop Rd
Plano
TX
75024

Overview

The primary responsibility of the Director of IT Support is to provide the hands-on leadership for the execution and maintenance of the Company’s IT Support Operations.  This person will be responsible for leading a seasoned team of support analysts and support managers and helping to develop long-term strategic plans and initiatives for the department.  The Director will consistently seek opportunities to improve support operations while simultaneously enhancing efficiency and scalability.  Success is measured by the organizations ability to provide high quality support while meeting service level targets, maintaining high customer satisfaction, and continuous improvement of the Support function. 

Responsibilities

  • Develop and implement a thoughtful support strategy for a rapidly growing Restaurant company, aligned with company mission, goals, and values.
  • Build a remarkable team.  Lead a growing team by providing professional coaching, mentorship, training, and development Crewmembers.  Hire great people.
  • Collaborate with IT Crew and business colleagues to escalate complex problems and resolution of those problems. Collaborate to determine the metrics used to measure performance and success and the reporting of the metrics to the business.
  • Engage, leverage and effectively support vendors through building strong, collaborative relationships.
  • Proactively research recurring issues and support trends to build tactical plans to continuously reduce support incidents and scale IT Support as the company grows.
  • Collect support data from different systems, analyze the data, and create professional reports to present to the business. Communicate team and project status to IT Leadership.

 

Qualifications

  • 10-15 years’ experience of organic growth within Information Technology with at least 10 years of demonstrated success in an IT Support leadership position in mid to large sized organizations
  • Significant experience leveraging strong technical, analytical, problem-solving and conceptual skills within Information Technology disciplines such as software engineering, design and development, package solution evaluation/selection and implementation, application integration, business process re-engineering, IT governance, technical architecture, security and disaster recovery planning
  • Significant experience leading help desk and support teams that provide multi-shift 7 day a week support
  • Demonstrated leadership with proven ability to manage, grow and develop strong IT teams and individuals
  • Exceptional interpersonal skills including teamwork, facilitation, collaboration and negotiations to work directly with business and IT teams to establish consensus, manage conflict, shape technology strategy and drive change
  • Excellent written, presentation and verbal communication skills with technical and non-technical audiences; ability to present and discuss technical information in a way that establishes rapport, persuades others, and promotes understanding by not over complicating
  • Willingness to take a hands on approach to directing systems, process, projects and people
  • Bachelor’s degree required, MBA a plus.  (Degree in the field of computer science, information systems, computer engineering preferred.)
  • Background in major consulting firm and/or growing corporate environments would be advantageous
  • Project Management formal training or certification preferred
  • Other technical certifications are a plus
  • Restaurant and/or retail IT experience is strongly preferred
  • Ability to lift 50 lbs

Additional Requirements

The intellectual and physical demands described below are representative of what must be met by a Crewmember to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable Crewmembers with disabilities to perform the essential functions.

  • Champion Change - Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes; manages implementation effectively.
  • Seasoned Judgment - Applies broad knowledge and seasoned experience when addressing complex issues; defines strategic issues clearly despite ambiguity; takes all critical information into account when making decisions; makes timely, tough decisions.
  • Shaping Strategy - Develops distinctive strategies to achieve competitive advantage; translates broad strategies into specific objectives and action plans; aligns the organization to support strategic priorities.
  • Coach & Develop - Accurately assesses strengths and development needs of Crewmembers; gives timely, specific feedback, and helpful coaching; provides challenging assignments and opportunities for development.
  • Inspiring Trust - Earns the confidence and trust of others; shows consistency between words and actions; delivers on commitments; produces high-quality work; demonstrates high standards of ethical conduct; protects confidential information; does not omit controversial information or change information to suit others.
  • Foster Open Communication - Creates an atmosphere in which timely and high quality information flows smoothly between self and others; encourages the open expression of ideas and opinions.
  • Driving Execution - Assigns clear authority and accountability; directs change while maintaining operating effectiveness; integrates efforts across units and functions; monitors results; tackles problems directly and with dispatch.

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