Director, Technology Support & Operations

Sunbelt Rentals; Fort Mill (SC); On-site; USD 147,000 - 202,000; Full time

Benefits offered by this job

Health/Dental/Vision

401(k) Match

Volunteer time off

Disability insurance

Life and travel insurance

Tuition reimbursement

Employee Assistance Program

Length of Service Awards

Job summary

Sunbelt Rentals is seeking a Director of Technology Support Operations in Fort Mill to oversee day-to-day enterprise IT support and operations, ensuring scalable, reliable services for our 1,500+ locations and 22,000+ employees. The role plans, staffs, implements and manages next-generation support processes and budgets.

You will build and guide teams across Technology and Support functions, driving efficiency, cost control and customer-focused service delivery with executive support coverage.

Qualifications

• 4-year technical degree and/or equivalent experience plus 10+ years of technology operations support management.
• 5+ years of experience with problem resolution of hardware/software platform problems in complex enterprise environments.
• 5+ years leading organizational change management.
• 5+ years in developing and managing operational budgets.
• 3+ years in ServiceNow, Intune, vulnerability mgmt. technologies
• The position will be onsite in Fort Mill Support Office 5 days a week

Responsibilities

• Lead the Technology Integration team, the Sunbelt Support team which includes but not limited to Technology Support, Hardware Support, Mobile Support, and Technology Operational Support.
• Ensure highly available, scalable, secure, and cost-effective IT support capabilities to enable customer obsessed support utilizing exceptional customer service skills, Chat, AI, Self Service and personal support calls for desktop/laptops, mobile devices, enterprise applications and executive support.
• Recruit, develop, and retain highly competent, accountable, customer-oriented support team members.
• Manage and monitor support activity and internal customer requests and adhere to budgets to optimize resource cost, value, and delivery.
• Establish a concise set of metrics / KPIs to monitor and report on operations support cost and performance.
• Implement accountability reporting to align cost drivers with organizational management responsibility.
• Establish and maintain a cost-effective, strategic external partners who augment Sunbelt's team members as needed for cost-effectiveness, variable demand or skill depth.
• Drive the changes necessary to enable continuous improvements and efficiency utilizing internal staff and external partners.

Skills

Problem solving

Leadership

Communication skills

Budget management

Change management

Education

4-year technical degree or equivalent experience

Tools

ServiceNow

Intune

Vulnerability mgmt. technologies

Job description

Join Our Team! Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition. We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees. As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities!

Job Description Summary

Position Objective: The Director of Technology Support Operations will maintain the day-to-day operations of the enterprise technology support operations to ensure customers and systems remain operations. This position will plan, staff, build, implement and manage next generation IT support and operation processes ensuring the success of the Company's digital products and services. The Director will establish, monitor and manage direction, budget, plans and actions required to fully support the company's Technology solutions for internal customers. The Director of Technology Support Operations is a key team member who completes requirements gathering, innovative design, understanding of business processes, and technical processes to enable scalable collaboration enterprise solutions supporting 1,500+ locations and over 22,000 employees.

Position Responsibilities

• Lead the Technology Integration team, the Sunbelt Support team which includes but not limited to Technology Support, Hardware Support, Mobile Support, and Technology Operational Support.
• Ensure highly available, scalable, secure, and cost-effective IT support capabilities to enable customer obsessed support utilizing exceptional customer service skills, Chat, AI, Self Service and personal support calls for desktop/laptops, mobile devices, enterprise applications and executive support.
• Recruit, develop, and retain highly competent, accountable, customer-oriented support team members.
• Manage and monitor support activity and internal customer requests and adhere to budgets to optimize resource cost, value, and delivery.
• Establish a concise set of metrics / KPIs to monitor and report on operations support cost and performance.
• Implement accountability reporting to align cost drivers with organizational management responsibility.
• Establish and maintain a cost-effective, strategic external partners who augment Sunbelt's team members as needed for cost-effectiveness, variable demand or skill depth.
• Drive the changes necessary to enable continuous improvements and efficiency utilizing internal staff and external partners.

Requirements

• 4-year technical degree and/or equivalent experience plus 10+ years of technology operations support management
• 5+ years of experience with problem resolution of hardware/software platform problems in complex enterprise environments
• 5+ years experience with building, developing, and managing high-performance teams
• Advanced problem-solving and communication skills
• 5+ years leading organizational change management
• 5+ years in developing and managing operational budgets
• Knowledge of change management methodologies used to drive organizational change
• 3+ years in ServiceNow, Intune, vulnerability mgmt. technologies
• The position will be onsite in Fort Mill Support Office 5 days a week

Physical Demands

Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job. Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work. All duties must be performed according to Sunbelt's safety policies and guidelines. Reasonable accommodations may be made to comply with ADA/ADAAA.

Base Pay Range: $146,880.00 - 201,960.00 Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

Sunbelt also provides a comprehensive benefits package to its full-time employees.

• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short-term and long-term disability
• Accident, Life and Travel insurance, as well as flexible spending
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards

You will become eligible for benefits on the first of the month following 30 days from your start date.

Flex Time for Leaders At Sunbelt Rentals our leaders including District Managers and above enjoy the freedom of Flex Time. It is not about tracking hours, it is about delivering great work and having the flexibility to recharge when you need it. Flex Time can be used for vacation, personal needs, or time covered by paid sick or safe leave laws. It is a simple way to balance life while keeping our business goals moving forward.

Gear up for an exciting career! Sunbelt Rentals supports service members.

A leader in the equipment rental industry, Sunbelt Rentals is constantly advancing the idea of how a company can best serve its customers, communities and the planet. With over 1,000 locations across North America and an expansive portfolio of products and services, we deliver solutions to support any job. Sunbelt's extensive fleet exceeds and includes general construction equipment, industrial tools, pumps, power & HVAC, trench shoring, scaffolding, remediation & restoration equipment, and more. At Sunbelt Rentals, we place enormous value on the welfare and commitment of our employees as well as the superior level of service they provide for our customers. All our employees benefit from extensive on-the-job training, which is amongst the best in the industry. Our advancement opportunities are why many of our staff remain with us throughout their careers. Sunbelt Rentals means diversity, teamwork, recognition for exceptional performance, and room to grow! We are proud to offer the following benefits: Medical/Dental/Vision Insurance 401(k) Retirement Plan - US RRS Plan - CAN Paid Parental Leave Paid Holidays and Paid Time Off Tuition Reimbursement And many more Designed to serve distinct customer segments requiring a high level of technical expertise, Sunbelt Rentals offer a highly diversified product mix, as well as trained experts.

• Climate Control Services
• Industrial Services
• Tools & Equipment
• Oil & Gas Services
• Power & HVAC Services
• Pile Driving Services
• Pump Solutions
• Scaffold Services
• Remediation and Restoration