Director IT Service Operations - MSP
Rethink what’s possible with SwitchThink! SwitchThink Solutions is an IT Services CUSO from Desert Financial.
As a collaborative partner for innovation, SwitchThink Solutions offers technology solutions that help credit unions achieve their transformational goals. Our knowledgeable development, infrastructure, and IT operations experts work hand-in-hand with our clients to maximize the benefits of their technology and speed their results.
The Director IT Service Operations leads the teams responsible for 24/7/365 operations for multiple credit unions including Desert Financial Credit Union addressing all computing needs in an efficient and effective manner. S/he leads a team of service desk professionals focused on delivering service excellence while building out a fully functional Network and Security Operations Center (NOC/SOC). The Director IT Service Operations also manages technical staff and vendors to ensure the successful implementation of the computing infrastructure, the high availability, reliability, and security of the computing environment.
Continuous contribution to the development of infrastructure standards and operational processes is required, while actively participating in the setting of the overall information technology operational strategy to include life cycle management for all functional areas.
Responsibilities will include the following…
Drives a culture of exceptional customer service. Ensures trouble tickets are assigned appropriately, contain accurate information, contain advanced troubleshooting steps, and are resolved in a quality and timely fashion. Monitors trouble tickets and follows up with assigned personnel to ensure timely resolution of issues.
Ensures infrastructure and operational services are appropriately maintained and supported at all times. Provide optimal delivery of IT services and technologies for service areas.
Drives a culture of performance and process improvement. Analyzes Service Management data and metrics to identify trends and areas for further investigation and potential improvement opportunities for operational excellence for service delivery. This includes shift left opportunities. Develops communication of new processes to applicable stakeholders and identification of appropriate automation and process technology
Provides Change Management governance including monitoring and reporting on change requests and providing status updates on implementation of change items. Additionally, organizes schedules and leads, facilitates and documents Change Approval Board (CAB) meetings.
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
Directs root cause analysis documentation and reporting. Analyzes problem data to identify key points of failure and partner with problem stakeholders to identify innovative solutions to prevent problems from reoccurring.
Coordinates project staffing with Information Technology Management and develops policies and procedures for Operations Teams. Ensures that ITIL processes are defined, understood, and adhered to.
Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements which includes effectively managing performance of the team as it relates to the entire Performance Management Cycle.
Establish and maintain relationships and agreements with vendor 3rd party managed service providers, such as the NOC and SOC.
Performing other job-related duties as assigned.
This role might be for you if you have...
Associate's Degree, Trade, or Technical School- Computer or Management related degree.
8 years IT experience within IT service operations .
5 year leading a IT Operations or Network Operations team.
Transformational project development both at a departmental and enterprise level.
Technically adept and knowledgeable with established relationships with key vendors, including Apple, Cisco, Dell, and other enterprise vendors.
Demonstrated ability to establish a rigorous computing infrastructure including integration with cloud IaaS, PaaS and SaaS solutions such as Microsoft Office 365 and Azure, Salesforce.com, and other service providers.
Demonstrated expertise in data reporting, metrics and analysis.
Ability to interact with external clients and senior executives, with a client-first mentality
We are considered leaders in the local credit union space, and we are growing like crazy. We’ve got a culture passionate about smarts, courtesy, continuous learning...and our people love it. A full 93% of our employees would recommend us to their friends. Come find out why! Learn more at jobs.desertfinancial.com or www.switchthink.com/careers
We are proud to be an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.