Senior Director, IT Support Services

Key Responsibilities

• Develop and execute the IT support services strategy aligned with the organization’s business goals.
• Lead the IT support team (including in-house Team and Managed Service Provider Team) to deliver high-quality, responsive, and efficient services.
• Establish and enforce policies, procedures, and best practices for IT support operations.
• Collaborate with senior leadership to align IT support services with the agency’s broader IT infrastructure and digital transformation initiatives.
• Oversee day-to-day IT support operations, including the IT service desk, desktop support, network support, and enterprise application support.
• Ensure effective incident, problem, and change management processes to reduce downtime and improve system reliability.
• Monitor and report on key performance indicators (KPIs), service levels, and customer satisfaction metrics.
• Manage escalated support issues and provide timely resolutions.
• Oversee the deployment and management of IT assets, including hardware and software across the organization.
• Lead, mentor, and develop a team of IT support professionals, fostering a culture of continuous learning and improvement.
• Provide guidance, coaching, and professional development opportunities to team members.
• Ensure proper staffing levels, skill sets, and coverage to meet operational needs.
• Encourage cross-functional collaboration within the IT department and with other business units.
• Manage relationships with third-party vendors, service providers, and suppliers to ensure that service agreements are met.
• Evaluate new technologies and tools that can enhance IT support services.
• Develop and manage Service Level Agreements (SLAs) for service desk operations.
• Negotiate and manage contracts and SLAs with external support partners.
• Develop and manage the budget for IT support services, ensuring cost-effective solutions and adherence to financial constraints.
• Identify opportunities for cost savings and process optimization within IT support functions.
• Ensure that all IT support services comply with relevant security standards, regulations, and policies.
• Implement and maintain procedures to safeguard sensitive data and protect the organization’s IT infrastructure from cyber threats.
• Drive continuous improvement initiatives by analyzing service performance data, identifying gaps, and implementing corrective actions.
• Stay up-to-date with industry trends and emerging technologies to improve IT support services.
• Oversee disaster recovery and business continuity planning for IT support services to minimize service disruptions during outages or critical incidents.
• Lead incident response activities and ensure timely communication and resolution of critical IT issues.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent relevant experience. Master’s degree preferred.
• Experience: Minimum 10 years of experience in IT support services, with at least 5 years in a leadership role managing IT support services teams and operations.
• Skills & Expertise: In-depth knowledge of IT service management frameworks, experience with IT support tools, service desk platforms, and remote support technologies (Zoho Desktop Central and Service Desk is preferred). Strong leadership, communication, and problem-solving skills, experience managing IT support operations across diverse business units, ability to drive operational excellence, efficiency, and a customer-centric approach to IT support services, strong project management skills with the ability to manage multiple projects and priorities, knowledge of IT security best practices and compliance requirements, ability to build and maintain relationships with internal stakeholders and external vendors.
• Preferred Qualifications: Experience with cloud-based IT support services and IT automation tools, knowledge of emerging technologies such as AI-driven IT support, machine learning, and automation.