Senior Director Information Technology
Job Summary
The Sr. Director, Information Technology leads enterprise IT services across One Call US and One Call Mexico, with accountability for end user computing, IT service desk, ITSM process discipline, endpoint engineering, and the colleague technology experience. Reports to the Vice President, Information Technology.
Essential Duties & Responsibilities
Strategic Leadership: Sets strategy for enterprise IT services, end user computing, and IT operations across One Call US and One Call Mexico.
Drives ITSM process maturity across incident, problem, change, request, and asset management.
Drives modernization of endpoint management and end user technology experience.
Partners with security, infrastructure, and HR functions on identity, access, and onboarding workflows.
Owes the IT services roadmap in support of enterprise transformation initiatives.
End user computing & endpoint engineering
Owns design and delivery of desktop, mobile, and endpoint experience across the enterprise.
Drives standardization of Windows and Apple endpoint management (Intune, JAMF) including zero-though provisioning.
Establishes endpoint security and compliance posture in partnership with security organization.
Led enterprise productivity platform strategy (Microsoft 365, Teams, SharePoint, OneDrive).
Owns hardware lifecycle management, asset management, and procurement strategy across US and Mexico.
Service Delivery & ITSM Process
Leads IT service desk operations supporting global workforce including US, Mexico, remote and offshore colleagues.
Owns ITSM process discipline including incident, problem, change, request, and asset management practices.
Drives service maturity through SLA discipline, knowledge management, and self-service capability.
Led expansion of enterprise service desk and IT service catalog content.
Partners with the SercviceNow product function on platform capability, requirements, and roadmap to ensure ITSM processes are well-supported by the platform.
People Leadership
Leads and develops Director and Manager-level leadership team across US and Mexico operations.
Owns talent strategy including hiring, succession planning, and performance management.
Builds bench strength across IT operations, end user services, endpoint engineering, and service desk.
Establishes service delivery culture grounded in customer experience and operational excellence.
Vendor & Financial Management
Owns vendor relationships across endpoint management platforms, productivity software, and managed services.
Manages operation budget across IT services, endpoint hardware, and software licensing.
Drives hardware license optimization and cost discipline.