Director of IT Service Desk

About the job

Summary/Objectives

The Director of IT ServiceDesk is a member of the IT leadership team within the SouthState IT Service Delivery Organization. This position reports directly to the Director of IT Service Delivery – Employee Services, and accountable for all aspects of people leadership, technology services and platforms assigned to and managed within this part of the organization. The Director of IT ServiceDesk’s primary responsibility is to manage the day-to-day operations of the ServiceDesk and PC Technical Support Teams. Provides strategic vision, coaching, training and direction to ServiceDesk Leaders and technical support managers to ensure that support teams are meeting and/or exceeding expectations regarding key performance indicators, and that standards and processes are followed to provide exceptional customer service.

Essential Functions

• Set direction for the ServiceDesk organization to meet business objectives and promote the employee experience and enable a strong digital workforce.
• Build strong partnerships across the Company to improve the overall customer and team member experience with technology, while focusing on what drives the Business and brings value.
• Works with stakeholders, executive leadership, and other IT team members to support Technology Infrastructure and business initiatives.
• Promote a culture that actively encourages and engages team members to exceed expectations and deliver exceptional service to each other and the Company.
• Attract and retain top talent and subject matter expertise within area of responsibility, ensuring adequate bench strength, leadership, and subject matter expertise.
• Build team member technical and leadership skill sets through training, certification, mentoring and stretch assignments.
• Responsible for People Management – Organizational Structure, Hiring, productivity, employee morale, resource allocation and utilization, team motivation, career paths, attrition, and training
• Drive daily incident management success from detection to resolution while managing dissatisfaction issues for users leading to ongoing enhanced user experiences.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
• Ensure that KRI’s, KPI’s and other service and compliance metrics are met or exceeded, appropriately tracked and adhered to and accurately reported.
• Ensure documentation in functional areas is updated and consistent with current practices for standards, policies and work guides.
• Regularly participating in tactical and strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
• Works with business partners and technical teams to set and adhere to Service Level Agreements for ticket and call resolution
• Ensures that daily, weekly, monthly, and annual operational statistics are captured, reported, and analyzed to identify areas for operational improvement.
• Provides staff support for administrative tasks and projects relative to Desktop, System, Security, Network and Telephony support.
• Own and bring to conclusion user escalations by working with cross-functional support teams
• Stays current with technological developments related to computer hardware, software, as well as management practices which involves reading publications, subscribing to Internet lists, attending conferences and workshops, and meeting with colleagues
• Leading by example to cultivate and maintain a culture built on teamwork, collaboration, ownership and continuous process improvement.
• Responsible for all ServiceDesk IT Policy & Procedures, Methodologies, and Guidelines.
• Promotes a culture of continuous process improvement leveraging centralized knowledgebase and/or documentation repository to house all technical and procedural documentation
• Communicate effectively at all levels to promote transparency, feedback, awareness of goals, performance and roadmaps for team members and stakeholders across the Company.
• Responsible for vendor management and budgeting for ServiceDesk teams.
• Accepts other duties as assigned.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Strong working knowledge of technology platforms, applications, and services within the financial services industry.
• Strong leadership, and management skills with the ability to gain buy-in and create followership.
• Ability to identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team.
• Proven ability to support a positive and engaging work environment that promotes service to the business, quality, innovation, and teamwork.
• Ability to continuously enhance knowledge/expertise in own area and keep current with trends/development and regulatory changes which may affect documentation or processes.
• Advanced understanding of systems and applications for both internal and external customers.
• Ability to communicate effectively with team members and stakeholders at all levels.
• Strong organizational skills with ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic, fast-paced environment, both independently and collaboratively within teams.

Qualifications, Education, AND CERTIFICATION Requirements

• Education: bachelor’s degree or equivalent job experience
• Experience: 10+ years’ experience in Banking technology leading large ServiceDesk operations across a similarly sized organization/bank.
• In-depth working knowledge and experience with ServiceNow, ITIL & IT service delivery framework, Microsoft Suite, and Help Desk Technologies and Best Practices.
• Experience as a Banker is a plus.
• Working in a fast-paced support center managing managers and technicians.
• Certifications/Specific Knowledge:
• Strong technical background with the ability to give instructions to a non-technical audience.
• Customer service oriented with a problem-solving attitude.
• Excellent written and verbal communication skills.
• Managerial and administrative skills and the ability to work effectively with users, IT management/staff and vendors
• Ability to multi-task with several complex and demanding concurrent projects.
• Proven ability to Lead Team Members across various projects.
• Strong Business acumen and communication skills (both written and oral).

Training Requirements/Classes

• On-the-job training and any additional training as needed.
• Required annual compliance training.
• New Employee Orientation as well as continual update of processes of banking systems.
• ITIL and other training on technology best practices within the financial service industry.
• Advanced leadership skills development courses.

PHYSICAL DEMANDS

• Must be able sit for long periods of time.
• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

This position can be in-office or hybrid and will require frequent onsite visits to multiple SouthState locations to meet with ServiceDesk team members and other SouthState stakeholders. Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology are delivered. Travel may be required to come to meetings as needed. Moderate travel will be required.