IT Director – Systems Support

Summary

This position will lead the Command Center, off-shore End User Support (EUS), and Network Engineering teams. Previous experience leading 24/7, off-shore incident response, and desktop support functions are required. We have a strong Team Lead on the Network Engineering Team, so the IT Director will focus more on people management with this team.

We need someone who is an exceptional people leader with the vision to see how their organization and the technology will evolve; a strong technical background and business strategy are expected. This individual needs to be polished and be able to work closely with LOB leaders. Previous experience at medium-to-large-sized banks is HIGHLY preferred.

Responsibilities

• Drive operational and execution excellence of the Corporate Incident Response and End User Support Teams.
• Drive consistently very high levels of internal/external customer satisfaction.
• Coach new and existing leaders to grow the leadership bench strength, encouraging high employee engagement and focusing on employee development.
• Drive continuous improvements through timely, effective after-action reviews.
• Become a Trusted Partner for other agencies including Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure company-wide alignment across the business.
• Assist IT Steering Group with successfully implementing and monitoring key business applications for the enterprise’s operations.
• Develop and improve instrumentation for monitoring and logging the health and availability of services.
• Proactively monitor systems, networks, and applications to provide input on improving systems' stability, security, efficiency, and scalability.
• Develop and maintain monitoring and logging frameworks.
• Collaborate on developing, implementing, and administering service plans (provide oversight of resolution and after-action reviews, service disruptions, and special events) and emergency service-related communication for internal and external stakeholders.
• Establish strategic views to improve their IT systems and enhance efficiency levels through technology.
  
  

Requirements

• 10 years of experience managing technology teams.
• Prior experience managing/leading 24x7 off-shore incident response and end-user support teams.
• In-depth experience in Escalation Management and Incident Response in a high-growth software/hardware technology organization.
• Knowledge of infrastructure provisioning and management.
• In-depth background in troubleshooting incidents within a production environment.
• A highly collaborative and diplomatic individual with curiosity, patience, openness, and honesty.
• Ability to develop strong working relationships across matrixed teams.
• Strong operational rigor and effective project management skills; ability to lead cross-functional collaboration to achieve results.
• Demonstrable experience leading, developing, and coaching a 24x7 team.
• Preemptive problem-solver, engaged both strategically and tactically.
• Complete focus on customer success using a consultative approach.
• Strong ownership attitude and a track record of taking responsibility for problems and pushing through to resolution.
  
  

Preferred

• Experience within the Banking/Financial Services industry.
• Experience in a global environment is highly preferred.
  
  

This is a Direct Hire opportunity with our Kansas City, MO client. Excellent Medical/Dental benefits and annual bonus opportunity. H1-B Visa sponsorship is not available for this position. No third-parties, please.