Head of IT End User Services & Support

Main Responsibilities:

1. Strategic Leadership of IT Support Services
• Set the overall strategy and direction for IT support services.
• Lead teams responsible for Service Desk operations, eDiscovery support, and collaboration tools.
• Implement best practices to improve processes, automation, and efficiency.
2. Enhancement of Employee Productivity and Experience
• Develop and execute a vision for employee productivity and experience.
• Manage productivity and collaboration applications (e.g., Microsoft 365, Google Workspace, Zoom, Slack, Asana).
• Ensure employees are delighted with simple, modern solutions that streamline their work.
3. Data-Driven Process Improvement
• Generate and analyze statistical reports for process optimization.
• Create automated issue identification procedures through ticketing and reporting platforms.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
4. Cross-Functional Collaboration and Compliance
• Partner with InfoSec to ensure the security of collaboration technologies and compliance with standards.
• Maintain close partnerships with HR, Facilities, Legal, and other departments to streamline processes.
• Oversee onboarding and offboarding procedures in collaboration with the People team.
5. Resource Management and Vendor Relations
• Develop and manage budgets in line with organizational goals.
• Oversee procurement for equipment, software, and services, including vendor negotiations.
• Cultivate strong relationships with vendors and partners to maximize value.

Key Capabilities:

• Strategic Vision and Execution
• Ability to translate organizational IT vision into actionable goals focused on employee productivity and service supportability.
• Skill in setting and communicating project milestones and resource allocation.
• Leadership and Team Development
• Proven experience in leading diverse IT teams and aiding in the professional growth of team members.
• Expertise in setting goals, assigning projects, and performing evaluations.
• Analytical and Data-Driven Decision Making
• Proficiency in generating and analyzing reports to drive efficiency and optimization.
• Ability to anticipate potential issues through monitoring incident trends for proactive resolution.
• Cross-Departmental Collaboration
• Strong interpersonal skills to maintain partnerships with various departments.
• Experience in promoting corporate standardization and building streamlined processes.
• Financial Acumen and Procurement Expertise
• Competence in developing budgets, business case justifications, and cost/benefit analyses.
• Knowledge in developing bid requirements and reviewing compliance for hardware and software upgrades.

Impact to the Organization:

• Enhanced Employee Satisfaction and Productivity
• By providing world-class employee services and modern solutions, the role significantly boosts employee satisfaction and efficiency.
• Operational Excellence and Efficiency
• Through process automation and data-driven improvements, the organization achieves higher efficiency and reduced operational costs.
• Improved Security and Compliance
• Partnering with InfoSec ensures all collaboration tools meet security standards, reducing risks and ensuring compliance.
• Strategic Alignment and Innovation
• Cross-functional collaboration ensures IT initiatives are aligned with organizational goals, fostering innovation and cohesive growth.
• Cost Savings and Value Maximization
• Effective budget management and vendor relations lead to cost savings and maximize returns on technology investments.