Director - Local Site IT ( Desktop Support )

Charter Com   •  

Colorado Springs, CO

Industry: Telecommunications.


11 - 15 years

Posted 324 days ago

This job is no longer available.


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+