Director, Technology Support & Operations

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:

Education & Experience:

• 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.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day.

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. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network.

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

• 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. Veterans encouraged to apply.