Director of IT Support Services

This is a Full Time Job

Job Description:

The Director will play a critical role in organizing and integrating ASCAP technology services models across all business units. The individual in this position will be responsible for developing and managing best-in-class IT Support functions and ensuring superior technical support and service across the organization. They will evolve the support organization, making it more user-friendly and delivering seamless IT services. This individual will also be responsible for measuring and reporting against predefined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The Director will be responsible for the strategy, execution, and continuous improvement of the underlying services to ensure operating metrics and SLAs meet or exceed our commitments. This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and make decisions that support our mission. They will need to communicate effectively with senior executives across the company, be user-focused, and possess strong problem-solving skills. The Director will be open, think outside of the box, and not be afraid to challenge the status quo. The individual will work to develop their team members and provide guidance. The Director, Support Services within the Global Technology Solutions department is based in the New York office and reports to the AVP, Infrastructure & Platform Services.

Areas of Responsibility & Accountability:
• Lead and motivate Support Technicians to ensure that overall output and service quality meet business requirements and align with predefined SLAs.
• Manage and coordinate urgent and/or complicated support issues.
• Lead optimization efforts, service integration, and service improvement across business units.
• Act as the escalation point for all business-critical requests and incidents.
• Train, coach, and mentor Support Technicians, including both technical skills and career development.
• Provide data and regular reporting on KPIs and trends to the Department and others.
• Drive optimization efforts by identifying the correct problems to solve and actively developing improvement strategies.
• Regularly analyze support calls to ensure quality of service and propose/implement changes to drive better outcomes.
• Develop and maintain procedural documentation for use by Service Desk and Support Teams.
• Oversee all process improvements, audit preparation, and documentation practices.
• Build and maintain a strong working relationship with key stakeholders.
• Engage with vendors and manage relationships.
• Establish IT policies and systems to support the implementation of strategies set by upper management.
• Develop your team's roadmap, informed by the business requirements of other departments.
• Be a driver for changes to bring in process, procedural, and support efficiency.

Qualifications & Requirements:
• A Bachelor's degree in a technology field is required.
• Demonstrated knowledge of ITSM (Information Technology Service Management).
• Minimum 8 years of professional working experience with at least 3 years in a management role.
• Prior experience managing a team with a minimum of four (4) direct reports.
• Ability to work independently, with little to no supervision.
• Excellent organizational and leadership skills.
• Strategic and analytical thinking, problem-solving skills, sound judgment, and a strong drive to resolve issues and problems in a timely manner.
• Outstanding communications skills, including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders.
• User-oriented, has a positive attitude, and leads by example.
• Process-driven with experience following ITIL practices.
• An ability to work under tight deadlines and within varying technical and non-technical constraints.
• Superior program and project management skills that will drive excellence on the team.
• Experience with inventory systems such as Flexera is preferred.
• This position requires the incumbent to be in the office three days per week.

Occasional travel for in-person meetings may be required.

Please be aware that ASCAP is not a nut-free or other allergen-free workplace.