The Director of End-User Support (DeskOps) is responsible for ensuring an outstanding level of customer service for all of our Red Ventures employees by providing management and technology guidance to our growing DeskOps team. This role will lead our desktop support and A/V teams. You will be responsible for engaging in proactive planning and support and organizing DeskOps to be flexible and adaptable in meeting the changing needs of our growing business. Our current team includes Desktop Technicians in Charlotte, several other cities in the US along with Brazil and London. The person in this role needs to have broad technical expertise as well as strong leadership and mentoring skills. The most important aspect is the person in this role will need to be confident and capable to lead a large team and keep the team running consistently at “world-class” performance at all times.
You will be responsible for:
Leadership of our global Desktop Support team.
Create long-term strategies for growth and maintenance of end-user support and make budgetary and team structure recommendations to upper management.
Develop, implement, and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
Develop metrics to help us understand success and effectiveness of the team and manage to these metrics.
Provide reports on end-user operations and issues regarding the support of IT resources.
Develop standard operating procedures for the end user support team.
5 to 8+ leadership and management experience in a large technical end-user environment.
Ability to communicate effectively, calmly, and patiently with both technical and non-technical audiences.
Ability to tell puns effectively and appreciate the subtle aspects of Star Wars.
Broad technology aptitude and capabilities ranging from desktop, to Audio/Visual to networking and similar.
High level of attention to detail.
Ability to hold a team to high standards of performance.