·Provide technical and operational leadership to the End User Support function:
·Lead global team of End User Support managers and technicians.
·Deliver outstanding 24×7 end user support service to company employees (in office and remote). Coordinate global support activities with first line Service Desk resources.
·Monitor team metrics, ticket resolution times, and customer satisfaction.
·Asset manage, provision and deprovision end user equipment to global workforce.
·Execute yearly PC hardware refresh, operating system, and application upgrades to keep environment supported levels.
·Execute security remediation activities in partnership with IT Security team
·Administer and optimize related support systems (e.g., Ticketing, asset management, Software Distribution).
·Provide technical and operational leadership to the Infrastructure Engineering function:
·Lead global team of Technical Engineers
·Design and implement enterprise (non-client facing) technology solutions across identity, collaboration, telephony, and audio/video conferencing.
·Design, implement and support enterprise access and identity management systems – Active Directory, Okta, Radius, etc.
·Provision and deprovision user access across complex multi-domain environments, heavily relying on automation.
·Execute security remediation activities in partnership with IT security Team
·Administer on premise and cloud-based infrastructure and infrastructure services (DNS, DHCP, Group Policy, etc.).
·Provide 24×7 support using global team resources
·Drive adoption of Enterprise Architecture practices and principles by
·Chairing Architecture Review Board for in scope projects
·Driving technology consolidation and cost avoidance through careful management of application landscape
·Creating functional and technology roadmaps
·Aligning priorities and execution across multiple teams
·Plan and execute Projects
·In partnership with IT PMO drive project planning and execution of projects within in scope domains
·Lead special projects as assigned
·People and relationship management
·Maintain relationships with executive leadership, functional leadership, and Associate community to understand business strategy and needs. Build and maintain relationships with key strategic vendors.
·Evaluate performance of and provide coaching to IT staff. Promote diversity and foster teamwork, collaboration, and learning. Provide input on development and retention processes for IT staff.
·Manage departmental budgets
·Provide input into long term financial plans
·10-15 years of progressive Information Technology experience managing teams with various backgrounds & abilities particularly focused on infrastructure, architecture, network, and security.
·Demonstrated technical competence in in scope technologies (Windows, Active Directory, Azure, 0365, VoIP, DNS/DHCP, scripting, etc.).
·Demonstrated ability to manage competing priorities effectively, making good decisions based on business priorities and objectives and with a sense of urgency
·Demonstrated experience in the delivery of technical projects/programs using industry proven methodologies
·Experience in managing global and remote teams, including vendors and contractors.