DriveTime seeks an Assistant Director of Enterprise Service Desk to lead a high-functioning IT support team, ensuring excellence in service delivery and operational efficiency. This role includes mentoring staff, enhancing service models, and driving continuous improvement in the organization's IT support operations.
Key Responsibilities
Lead the Service Desk Team and expand ESD capabilities
Establish expectations and foster a high-performing team culture
Enhance service model and provide remote support
Mentor and develop staff, promoting a customer-centric culture
Oversee issue and request management
Ensure security and compliance in support activities
Collaborate with other departments to understand technology needs
Monitor KPIs and provide reports to IT senior leadership
Contribute to IT projects and manage work board
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field
Minimum of 5 years leading an IT Service Desk or Help Desk
Minimum of 10 years' experience in IT support
Experience reengineering service desks according to best practices
Experience developing and maintaining formal processes
Experience managing customer perceptions and building relationships
Experience analyzing service desk performance metrics
Experience managing team operating budgets
Preferred Qualifications
Transformational leadership experience
Experience with ITSM tool implementation
Knowledgebase build-out
HDI Support Center Manager or Director certification
Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA or MCSA
Experience with Identity Management software, Okta preferred
Experience with Contact Center as a Service systems, Genesys preferred
Benefits & Perks
Work from home flexibilityMedical, dental, and vision insurance401(K) planCompany paid life insuranceShort and long-term disability coverageTuition reimbursementWellness program with incentivesPaid Time Off including wellness days and holidays