Chicago - Director, Workplace Experience Technology Operations

Duties And Responsibilities

• Outline and execute the Workplace Technology service and support mission, vision, and strategy.
• Direct the work of regionally aligned managers of support services teams and resources globally by providing leadership, coaching, and development opportunities to ensure consistent growth and development of direct reports and individual contributors.
• Lead capacity planning for day-to-day and project-based activities to fully align staffing levels to the work requirements.
• Implement process improvements and enhancements by prioritizing automation and self-service tools to streamline workflows, reduce manual efforts, and align with ITIL best practices.
• Analyze data and performance metrics to make informed decisions to impact change and provide recommendations for technological support and end-user training within the firm.
• Collaborate with technology business leaders in information services and information security to architect the environment, identify opportunities for process improvement, and align technology solutions to business goals.

Qualifications

• Bachelor’s degree required, master’s degree preferred.
• 10 + years of experience working within an IT Department providing service delivery, operations, or service management required.
• 5+ years of previous management or supervisory experience required.
• Ability to be available off-hours as required.
• Must live within a commutable distance to the firm office in either Chicago, New York or Washington, DC with the ability to come into the office 4 days per week.

Competencies

• Deep understanding of IT infrastructure in a large-scale enterprise environment.
• ITIL Foundation certification preferred or equivalent experience with ITSM frameworks.
• Experience leading and managing a team with the requirement of high availability supporting 24/7 services.
• Expertise in support of Windows and Mac OS, MS Teams, Intune, JAMF, OKTA, and other common desktop productivity applications.
• Manages team performance to achieve optimal results.
• Improves efficiency, identifies and leads process improvement efforts, and designs solutions aligned with departmental and firm goals and objectives.
• Uses excellent judgement and critical thinking skills to anticipate and address challenges affecting the team and/or department.
• Makes thoughtful and impactful decisions that drive high-impact results for the department and the firm.
• Communicates clearly and effectively both verbally and in writing, tailoring accordingly based on audience.
• Maintains positive relationships within and across departments, engages in active listening, instills trust, and prioritizes inclusivity, promoting effective team and cross-functional collaboration.
• Sets direction, provides guidance, and promotes teamwork to ensure team and departmental goals are met.
• Models accountability, fosters inclusion, and resolves performance issues and conflicts accordingly.
• Provides team members with feedback, coaching, mentoring, and opportunities for skill development and growth.

Benefits

Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here.

Pay

The target annual salary range for this role is currently $215,000-$245,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.