Job Description
Job Summary
We are seeking an innovative and strategic IT Director to lead the design and implementation of
a unified, enterprise-wide IT Service Desk function. This role will play a pivotal part in
modernizing support services, driving organizational alignment, and enhancing the overall employee technology experience across a multi-location operation.
As a leader, you will champion the development of a comprehensive service delivery model that
acts as the centralized point of contact for all IT-related needs. Leveraging best practices in
integrating cutting-edge tools like AI, automation, and predictive analytics, you will build a
future-ready support ecosystem that empowers the business and elevates performance.
Core Responsibilities:
Strategic Direction & Vision
- Architect and implement a unified service desk strategy that serves all business units and operational environments.
- Create and execute a transformation roadmap that aligns with the company’s broader digital and business initiatives.
- Guide the shift to an experience-driven and results-oriented service delivery approach.
- Embed leading service management practices to ensure governance, adaptability, and enterprise cohesion.
Cross-Functional Integration
- Collaborate with stakeholders across departments (HR, Accounting, Legal, Operations, ect.) to unify workflows and standardize service offerings.
- Ensure seamless support delivery across corporate offices, field teams, and remote environments.
- Establish governance models that promote accountability and consistent service quality across the enterprise.
Operational Execution & Excellence
- Define and track key performance indicators (KPIs) and experience-level agreements (XLAs) to measure support outcomes.
- Cultivate a culture of continual improvement using performance metrics and user feedback.
- Develop and maintain a dynamic knowledge base and robust self-service tools powered by AI.
- Oversee third-party service providers and enforce service level agreements.
Technology Enablement & Innovation
- Lead the integration of automation tools, AI-driven workflows, and predictive technologies to enhance service desk responsiveness.
- Introduce intelligent service catalogs and user-personalized experiences to streamline IT interactions.
- Monitor and adopt emerging technologies to ensure sustained innovation and agility.
People Leadership & Culture Development
- Build and manage a service desk team, fostering a culture of accountability, innovation, and service excellence.
- Promote an employee-first mindset focused on empathy, responsiveness, and problem ownership.
- Provide coaching, development, and leadership opportunities to build team capability and resilience.
Qualifications:
Required:
- Bachelor’s degree in Information Technology, Business, or a related field (Master’s preferred).
- A minimum of 10 years’ experience in IT service management or enterprise IT leadership, including 5+ years in a senior management role.
- Demonstrated success in standing up or transforming service desk or ESM operations within distributed or multi-site organizations.
- Background in construction industry.
Preferred:
- ITIL 4 certification required; additional certifications (e.g., SIAM, HDI, COBIT, ISO/IEC 20000) highly desirable.
- Hands-on experience with platforms like ServiceNow, Jira Service Management, Salesforce, CMiC, Autodesk, and Azure DevOps.
Job Tags
Remote work, Shift work,