New York - Director, Workplace Experience Technology Operations

Duties And Responsibilities

• Outline and execute 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.
• 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

• Detailed 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.
• Deep 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.