Assoc. Director - Program Mgmt

Job Summary

We are seeking a highly experienced Associate Program Director with 18 to 20 years of experience to oversee our Service Desk operations. The ideal candidate will have a strong technical background and proven expertise in managing hybrid work models. This role requires excellent leadership and strategic planning skills to ensure the seamless delivery of services and the achievement of organizational goals.

Responsibilities

• Lead the Service Desk team to ensure efficient and effective service delivery.
• Oversee the implementation and management of the hybrid work model for the Service Desk.
• Provide strategic direction and guidance to the Service Desk team to align with organizational goals.
• Develop and implement policies and procedures to enhance the performance and efficiency of the Service Desk.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Collaborate with other departments to ensure seamless integration and support of IT services.
• Ensure compliance with industry standards and best practices in service desk operations.
• Manage the budget and resources for the Service Desk to optimize cost-efficiency.
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
• Provide regular reports and updates to senior management on the performance and progress of the Service Desk.
• Lead the recruitment training and development of Service Desk staff to build a high-performing team.
• Foster a positive and collaborative work environment to motivate and engage the Service Desk team.
• Ensure the Service Desk is equipped with the latest tools and technologies to support its operations.

Qualifications

• Must have extensive experience in managing Service Desk operations.
• Should possess strong leadership and strategic planning skills.
• Must have experience in implementing and managing hybrid work models.
• Should have excellent communication and collaboration skills.
• Must be proficient in analyzing performance metrics and driving continuous improvement.
• Should have a strong understanding of industry standards and best practices in service desk operations.
• Must be able to manage budgets and resources effectively.
• Should have experience in recruiting training and developing staff.
• Must be able to foster a positive and collaborative work environment.
• Should be proficient in using the latest tools and technologies for service desk operations.
• Must have a strong technical background.
• Should have excellent problem-solving and decision-making skills.
• Must be able to provide regular reports and updates to senior management.

Certifications Required

ITIL Certification PMP Certification Service Desk Manager Certification