• Address: Reno, NV 89504 (map)
• Date Posted: 10/08/09
• Job Type: Full-time

ITLE: Director, IT Client Services


SUMMARY
Under general direction, provide strategic direction to three support areas: Service Desk, Desktop Support, as well as ITIL Process Support. Responsible for the strategic direction of resource allocation, and staff development, work assignment, project completion dates, interpreting and ensuring consistent adherence of organizational policies and practices. Create an environment that fosters team cohesiveness and instills the desire to strive for excellence.

ESSENTIAL FUNCTIONS
1. Demonstrates leadership by creating an environment that fosters teamwork, values diversity, and which supports and respects all team and company staff-members, internal and external customers, and vendors. Is responsible for selecting, managing, developing, coaching, and motivating the team. Develops career path and training plans for department.
2. Sets performance goals and criteria for department. Ensures that IT Customer Service is meeting defined Service Level Objectives.
3. Plans, leads and participates in senior executive decision making roles relating to IT Support Service Functions. Interacts with Executive IT and Business management to ensure an overall flow of communication within the IT Client Services Group.
4. Defines Incident Management Ticket system to review and manage workload and to monitor department performance (ITSM and HEAT).
5. Oversees budget within the Client Services Group.
6. Develops and oversees the Desktop/Laptop lifecycle strategy.
7. Incorporates the ITIL framework into the overall IT Client Services Department.
8. Maintains an understanding of computer software, hardware, peripherals, and networks.
9. Responsible for the acquisition, deployment, maintenance and disposal of desktop/laptop computing equipment for internal users.
10. Acts as 2nd and 3rd level management escalation for resolving user problems and concerns associated with IT Services.
11. Plans strategy around the purchase, staging, and installation of personal computers, peripherals, and software according to defined department standards and procedures.
12. Initiates and manages outside vendors with commitment to provide outstanding service to end users.
13. Prepares overall IT metric reports relating to department performance to established SLO / SLA’s.
14. Fosters a positive working relationship and open communications with all other departments to optimize working relationships and communication.
15. Other duties as assigned or situation dictates.

WORKING CONDITIONS
• This position will require the ability to work flexible hours, and there will be required travel to multiple company sites.

MINIMUM QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES
• Bachelor’s degree or university degree in related field, and/or 10 years of equivalent work experience.
• Minimum five years senior management experience.
• Extensive technical experience with personal computer hardware, MS Windows operating systems, MS Office software, MS Internet Explorer, TCP/IP, experience with network switching and routing, and working knowledge of IT security practices.
• ITIL and Sarbanes Oxley experience
• Strong written, oral communications and presentation skills
• Ability to motivate and direct a diverse group of leaders
• Highly self motivated and directed, with a keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute/delegate/follow-up on multiple tasks in a high-pressure environment.
http://www.slc-staffing.com/nevada-staffing.html

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