Director - Local Site IT ( Desktop Support )

Salary depends on experience
Posted on 03/02/18
Colorado Springs, CO
11 - 15 years experience
Salary depends on experience
Posted on 03/02/18


This position is responsible for the successful management of Local Site IT (Desktop Support) across the Spectrum call center footprint. The Director will be responsible for the management of 50+ technicians and 6 managers supporting 30+ locations. The Director will function as a business partner to site VPs / Directors and call center senior leadership.

The Director will also be responsible for integrating several legacy teams into a single new team, while significantly expanding the number of locations supported. Additionally this role is responsible defining the KPIs, metrics and dashboards to successfully manage a geographically diverse team and ensuring that the team achieves the highest levels of customer satisfaction.


  • Responsible for the leadership of the Local Site IT (Desktop Support) team (50+ technicians, 6 managers, 30+ locations).
  • Actively and consistently support all technologies in the Local Site IT portfolio.
  • Creates and monitors troubleshooting capabilities and documentation standards. Drives the creation of troubleshooting flows for all applications and infrastructure within the footprint.
  • Leads the creation of effective triage processes that will reduce the mean time to repair (MTTR).
  • Develops key metrics to measure the operational performance of all teams and functions in the operational support groups.
  • Partners with various business and IT functions to provide timely updates.
  • Works closely with IT teams to ensure hand-offs to production are clearly documented and the operational teams are trained on the new features / functionality and positioned to expertly support the application / infrastructure component.
  • Develop standards and processes.
  • Ensures solutions are tested appropriately and improve the overall customer experience.
  • Perform other duties as requested


Skills/Abilities and Knowledge

  • Ability to read, write, speak and understand English
  • Ability to lead and mentor a geographically dispersed team in a mission-critical environment
  • Experience working with senior leaders (VP and above)
  • Advanced ability to work and communicate with all levels of the organization, many different disciplines and varying degrees of technical and business experience
  • Advanced understanding and ability to successfully manage complex technology programs and project budgets
  • Experience building support organizations and integrating new processes to drive efficiency
  • Hands-on experience managing a geographically diverse Local Site IT / Desktop support team
  • Strong attention to detail balanced with the ability to think strategically
  • Advanced knowledge of PC support
  • Hands-on experience developing and managing call center PCs
  • Strong knowledge of desktop tools
  • Ability to prioritize and organize effectively
  • Experience managing 24/7 operations team
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to maintain confidentiality, make decisions and resolve problems while working under pressure
  • Ability to conduct formal presentations to all levels of management on issues or findings in key areas or subjects
  • Advanced ability in mitigating risk and implementing contingency plans


  • Bachelor's degree in engineering, or related field, or equivalent experience
  • Advanced management or technical degree preferred

Related Work Experience Number Of Years

  • Desktop / Local Site IT 10+
    Management Experience 7+
    Managing complex programs or projects 10+


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