Senior Director, Service Desk Operations

ePlus inc.; Virginia (MN); Remote; USD 150,000 - 170,000; Full time

Job summary

An established industry player is seeking a Senior Director of Service Desk Operations to lead a dynamic team in delivering exceptional Help Desk services. This role involves strategic planning, resource management, and ensuring high standards of service delivery. The ideal candidate will have extensive experience in managing technical staff and a deep understanding of service delivery best practices. Join a company that values teamwork, diversity, and a commitment to excellence, and make a significant impact in a collaborative environment focused on innovation and client satisfaction.

Benefits

401(k) eligibility

Paid time off

Medical benefits

Discretionary bonuses

Qualifications

• 7+ years managing a technical staff in a high-volume environment.
• Deep understanding of service delivery best practices.

Responsibilities

• Create and maintain a Service Desk strategic plan for efficiency.
• Monitor Service Level Target adherence and manage resources.
• Ensure Service Desk services are delivered with professionalism.

Skills

Leadership

Service Desk Management

Stakeholder Management

ITIL Best Practices

Communication Skills

Education

Bachelor's degree in IT

Master's degree

Job description

Overview

**Remote opportunity - Virginia Beach /Tidewater area preferred

Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

As the Senior Director of Service Desk Operations, you will be responsible for the daily management of staff, processes and systems associated with the successful delivery of Help Desk services, (Service Desk services), to ePlus customers. You will work with the VP, Managed & Executive Services to strategically scale Service Desk solutions to increase efficiency and profitability as the customer base increases.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more

YOUR IMPACT

The essential functions of this position include:

• Create and maintain a Service Desk strategic plan that accounts for resource utilization, process and automation efficiencies, and continued revenue growth, working with the VP, Managed & Executive Services. The scope of this plan will cover all Service Desk queues.
• Monitor Service Level Target (SLT) adherence and proactively manage resource pools and queues to ensure preparedness for variances in call / ticket volume
• Monitor and manage Quality Assurance (QA) initiatives, to ensure the appropriate level of competency and professionalism is provided to Service Desk customers
• Consult with executive management to implement hardware, software, communications, and operational requirements related to scaling Service Desk deliverables
• Design, implement and manage all contracted procedures in designated applications
• Evaluate and implement agreements for the Service Desk
• Administer agreements with outside vendors and assure quality of procedural implementation
• Implement all aspects of client contract management including billing and escalation and Service Level customization
• Establish and implement policies, procedures and standards with regard to the Service Desk deliverables and the methods for maintaining their accuracy and efficiency
• Manage 7x24 daily activities of the Computer Operations area including operations, technical support and architecture
• Design and manage all process and keep documentation up to date
• Adhere to all SOX Compliancy rules and aid in the implementation of Service Desk processes to uphold all documented rules for audit, as applicable
• Provide Management escalation support for all service areas of Service Desk offerings
• Establish operations schedules and payroll submissions, including scheduling of all Service Desk resources, conference facilities, personnel scheduling and facility usage
• Coordinate billing, as related to the Service Desk
• Manage, develop, design and control Service Desk program initiatives
• Ensure Service Desk services are delivered with high levels of professionalism and customer satisfaction
• Attract, coach, mentor, optimize and grow the Service Desk team
• Travel up to 10% may be required

QUALIFICATIONS

• Bachelor’s degree in an information technology related discipline required

• Master’s degree preferred

• 7+ years of experience managing a 7x24 highly technical staff in a high-volume environment

• 7+ years of experience directing Service Desk and/or Network Operations Center services

• 7+ years of experience mentoring and guiding customers through difficult challenges that span a combination of people, process, and/or tools

• 5+ years in a senior leadership role overseeing teams (onsite and remote)

• Deep understanding of service delivery best practices

• ITIL Certification preferred

• Ability to professionally communicate across all levels of an organization

• Exceptional leadership, stakeholder management, and interpersonal skills

POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $150,000 and $170,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies:ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property, and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

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