Assistant Director, Enterprise Service Desk

DriveTime; Town of Texas (WI); Remote; USD 85,000 - 120,000; Full time

Job summary

DriveTime is seeking an Assistant Director of IT to lead its Enterprise Service Desk team in Wisconsin. This role involves overseeing IT support operations, fostering team development, and enhancing customer service delivery, all while driving innovation and managing strategic objectives. Join an organization dedicated to employee growth and an innovative approach to IT service.

Benefits

Work From Home

Medical, dental, and vision insurance

401(K) plan

Tuition Reimbursement

Paid Time Off including wellness days

Wellness Program

Qualifications

• Minimum of 5 years leading an IT Service Desk or Help Desk.
• Minimum of 10 years’ experience in IT support.
• Experience reengineering or setting up service desks according to industry best practices.

Responsibilities

• Lead the Service Desk Team and enhance capabilities.
• Oversee issue management ensuring timely resolutions.
• Monitor KPIs and report performance metrics.

Skills

Leadership

Collaboration

Customer satisfaction focus

Technical proficiency in ITSM frameworks

Strategic thinking

Adaptability

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

What’s Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.

That’s Nice, But What’s the Job?

In short, As an Assistant Director of IT, you will be responsible for providing leadership and direction for the Enterprise Service Desk (ESD), executing on our strategic objectives. You and your Team Leads will oversee the end-to-end management of IT support requests, incidents and escalations ensuring service levels and response times meet or exceed expectations. Your team of IT Support specialists will handle Tier 0 – Tier 2 of IT support operations across our brand of companies, escalating and engaging other teams and business areas as needed.

In Long, the Assistant Director, Enterprise Service Desk will

• Lead the Service Desk Team: Partner with the Senior Director to mature and expand the ESD team's capabilities as the team undergoes a transformation from Help Desk to Enterprise Service Desk. Drive the development of scalable support models and tools that anticipate the future needs of the organization.
• Build and Maintain a High-Functioning Team: Establish clear expectations and foster a high-performing culture within the ESD. Implement policies, standard operating procedures and frameworks to improve Service operations. Implement best practices aligned with IT Service Management (ITSM) frameworks such as ITIL, driving continuous improvement and ensuring the delivery of exceptional customer service.
• Expand Service Model: Enhance the existing team structure, ensuring the team can provide remote support using communication tools such as voice, chat and email. Collaborate with IT leadership to expand services, implement self-service tools, and introduce automation where appropriate.
• Mentor and Develop Staff: Manage and mentor the team, setting clear goals and expectations, and fostering a customer-centric, high-performance culture. Focus on team development, promoting growth opportunities, and ensuring continuous learning as new technologies are introduced.
• Drive Issue and Request Management: Oversee issue and request management, ensuring timely and efficient resolutions in line with Service Level Agreements (SLAs). Lead the team through complex troubleshooting and escalations as needed.
• Enhance Security and Compliance: Partner closely with InfoSec to align the team’s practices with the company’s security protocols. Work together to implement secure service processes, support incident response efforts, and ensure compliance with cybersecurity standards across all support activities.
• Collaborate Cross-Departmentally: Build strong relationships with other business and IT departments to understand their technology needs and ensure seamless support during the transition to new systems and processes. This includes partnering to build out a new knowledgebase for the teams to utilize.
• Monitor KPIs and Reporting: Track key performance indicators (KPIs), such as ticket response and resolution times, ticket trends and customer satisfaction. Provide regular reports and actionable insights to IT senior leadership to support data-driven decision-making.
• Contribute to IT Projects: Lead and participate in IT projects, such as new system implementations and technology rollouts. Ensure smooth transitions from project deployment to ongoing support, preparing the Service Desk to manage these changes effectively.
• Manage Work Board: Manage work intake process, prioritizing business and IT projects along with team initiatives.

What We're Looking For.

• Leadership and Team Development: Proven experience in managing and growing an IT support team. Ability to inspire, coach, and develop staff, especially in an evolving technological environment.
• Strategic Thinking and Innovation: A forward-thinking approach to IT service delivery. Experience developing and expanding service models to align with organizational transformation goals.
• Service Excellence: Demonstrated commitment to high service standards, with a focus on proactive problem-solving, continuous improvement, and customer satisfaction.
• Technical Proficiency: Strong understanding of ITSM frameworks (such as ITIL) and experience managing incidents, requests, and escalations through ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk). Familiarity with remote support tools and automation is a plus.
• Collaboration and Communication: Exceptional communication skills with the ability to partner with key stakeholders and collaborate effectively across departments.
• Data-Driven Decision Making: Experience in tracking performance metrics, analyzing data, and providing insights that drive operational improvements.
• Adaptability: Ability to thrive in a dynamic environment with shifting priorities, particularly as the organization undergoes digital transformation. Exceptional multi-tasker

Requirements.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications considered
• Minimum of 5 years leading an IT Service Desk or Help Desk, preferably within a financial or automotive vertical
• Minimum of 10 years’ experience working in IT support environment
• Experience reengineering or setting up service desks according to industry best practices
• Experience developing and maintaining formal processes and procedures for consistency and increased productivity
• Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
• Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness
• Experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs
• Experience developing a customer care philosophy that ensures customer satisfaction
• Experience analyzing service desk performance metrics through various statistical and reporting methods
• Experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy
• Experience managing team operating budgets

Preferred Qualifications

• Transformational leadership experience
• Experience implementing and migrating to a new ITSM tool
• Knowledgebase build-out
• Service desk Institute (HDI) certification as a HDI Support Center Manager or Director certified is a plus
• Certification such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) is a plus
• Any Identity Management software, Okta preferred
• Any Contact Center as a Service system experience, Genesys preferred

Work Location

• Remote
• In person as needed, in Tempe, AZ

Work Shift

• Monday – Friday
• Occasional evening and Saturday on-calls shifts
• Be available to work flexible hours when necessary to handle urgent IT issues

So What About the Perks? Perks matter

• Work From Home.Feel free to rock the casual wear while still being camera ready. You will be working from your home office (in an approved city & state) and make sure you have a conducive and quiet workspace with no distractions and reliable and secure internet.
• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!

• Paid Time Off.Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)!

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!