Director, IT Services

About the role

The Director, IT Services plays a critical role in organizing and integrating ASCAP technology services models across all business units. They are responsible for developing and managing best-in-class IT Support functions and ensuring superior technical support and service across the organization. They lead and motivate Support Technicians, manage and coordinate urgent and/or complicated support issues, lead optimization efforts, and provide data and regular reporting on KPIs and trends to the Department and others.

Responsibilities

• Lead and motivate Support Technicians to ensure that overall output and service quality meet business requirements and align with predefined SLAs.
• Manage and coordinate urgent and/or complicated support issues.
• Lead optimization efforts, service integration, and service improvement across business units.
• Experience supporting conferencing systems or AV related events.
• Act as the escalation point for all business-critical requests and incidents.
• Train, coach, and mentor Support Technicians, including both technical skills and career development.
• Provide data and regular reporting on KPIs and trends to the Department and others.
• Drive optimization efforts by identifying the correct problems to solve and actively developing improvement strategies.
• Regularly analyze support calls to ensure quality of service and propose/implement changes to drive better outcomes.
• Develop and maintain procedural documentation for use by Service Desk and Support Teams.
• Oversee all process improvements, audit preparation, and documentation practices.
• Build and maintain a strong working relationship with key stakeholders.
• Engage with vendors and manage relationships.
• Establish IT policies and systems to support the implementation of strategies set by upper management.
• Develop your team's roadmap, informed by the business requirements of other departments.
• Be a driver for changes to bring in process, procedural, and support efficiency.

Requirements

• A Bachelor's degree in a technology field is required.
• Demonstrated knowledge of ITSM (Information Technology Service Management).
• Minimum 8 years of professional working experience with at least 3 years in a management role.
• Prior experience managing a team with a minimum of four (4) direct reports.
• Experience managing teams who support conferencing systems and AV events.
• Ability to work independently, with little to no supervision.
• Excellent organizational and leadership skills.
• Strategic and analytical thinking, problem-solving skills, sound judgment, and a strong drive to resolve issues and problems in a timely manner.
• Outstanding communications skills, including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders.
• User-oriented, has a positive attitude, and leads by example.
• Process-driven with experience following ITIL practices.
• An ability to work under tight deadlines and within varying technical and non-technical constraints.
• Superior program and project management skills that will drive excellence on the team.
• Experience with inventory systems such as Flexera is preferred.

Qualifications

• Minimum 8 years of professional working experience with at least 3 years in a management role.
• Prior experience managing a team with a minimum of four (4) direct reports.
• Experience managing teams who support conferencing systems and AV events.
• Ability to work independently, with little to no supervision.
• Excellent organizational and leadership skills.
• Strategic and analytical thinking, problem-solving skills, sound judgment, and a strong drive to resolve issues and problems in a timely manner.
• Outstanding communications skills, including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders.
• User-oriented, has a positive attitude, and leads by example.
• Process-driven with experience following ITIL practices.
• An ability to work under tight deadlines and within varying technical and non-technical constraints.
• Superior program and project management skills that will drive excellence on the team.
• Experience with inventory systems such as Flexera is preferred.

Compensation & Benefits

Compensation/Benefits: Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:

• A choice of either network-only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
• Vision plan that offers both in and out-of-network provider options
• 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option which includes a company match.
• An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan
• Generous time-off policy
• 12 company holidays
• Health care and dependent care flexible spending accounts
• Short-term disability insurance/salary continuation and long-term disability insurance
• Company provided basic life and accidental death and dismemberment insurance
• Employee gym discounts at select gyms
• Commuter benefits
• Voluntary pet health insurance
• Voluntary auto and homeowners insurance
• Voluntary employee, spouse, and dependent life insurance options
• Voluntary ID protection Coverage

Additional Information

Occasional travel for in-person meetings may be required.

The anticipated base salary range for this position is $135,000 to $155,000 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.