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Director, IT Services Operations

JOB SNAPSHOT: 
Employee Type:  Full-Time
Location: 

Chicago, IL, US, 60601

Job Type:  Information Technology
Secondary Location: 
Years of Experience: 

Position Summary:

The Director, IT Service Operations role is focused on leading all IT operational activities at Ryan Specialty including the reliability and scalability of our internal and external systems as well as technology service delivery to our end users. The selected leader will be responsible for our service desk as well as our problem and incident management processes. This position will have four primary responsibilities:

  1. Oversee the technical support desks with the goal of improving end user satisfaction.
  2. Manage and track incidents, service delivery, and escalations of IT related issues in the organization.
  3. Work closely with both internal and external IT application and customer service teams to improve overall SLA and coordination throughout the organization.
  4. Generate and present monthly operational metrics including availability, uptime SLAs and reoccurring or unresolved issues.

He/she will be responsible for overseeing and tracking all IT Infrastructure related problem ticket issues.  This includes inter-office connectivity, application availability, system upgrades, escalations, and issue reassignment.  They will lead all IT service-related improvements across the organization. This individual will be the primary escalation point to senior management for major IT related issues and IT operational reporting.  An ideal candidate should be very collaborative in nature and be able to work across many business organizations. 

OPEN TO REMOTE CANDIDATES

Essential Functions:

  • Manage and oversee internal level one and two support teams.
  • Oversee all IT operational customer service incidents.
  • Create and maintain escalation channels throughout the IT customer services units.
  • Create and maintain a technical support strategic plan that accounts for resource utilization, process and automation efficiencies.
  • Establish service level targets (SLT) and monitor adherence; proactively manage resource pools and queues to ensure preparedness for variances in technical support requests.
  • Foster relationships with application teams to provide a streamlined IT customer support experience.
  • Coordinate with leadership and engineering teams to communicate IT technical changes, solutions, long-term issues, and automations.
  • Own and administer agreements with outside vendors and assure quality of procedural implementation.
  • Create, maintain, and report on IT incidents, resolutions, and daily metrics.
  • Work closely with external parties to provide a more comprehensive customer support experience.

Education/Experience/Skills:

  • BA/BS degree 
  • Technical Support experience in a large enterprise level environment.
  • At least 5 years of experience in a managed services IT customer service model.
  • At least 7 years of experience in a customer service-related position preferred.
  • A+ player with good drive and emotional intelligence.
  • Passion for service improvement.
  • Highly structured in execution.
  • Excellent communication skills.
  • Acumen for collaboration and relationship building.
  • Strong experience in process improvement, with an emphasis on data and process management.

Disclaimer

Ryan Specialty is an Equal Opportunity Employer


Nearest Major Market: Chicago

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