Who You'll Work With Global Services is comprised of collaborative, inclusive, cross-functional teams that work together to support our corporate functions. We push the boundaries of what's possible and deliver solutions that accelerate innovation at a global scale. Our teams include Information Technology, Legal, Information Security & Governance, Marketing, Operations, Finance & Accounting, People, and our Executive Office. Our mission is to enable all team members across Slalom to do their best work. The Information Technology team is a diverse group of individuals that work across the globe who share the common goal of a people-first culture. We are all about process improvement, streamlining, automation and providing team members across Slalom with the right services at the right time. We are a one-stop shop for all things, technology and services. The Information Technology Team is looking for a Director, IT Service Desk and Support, who will report to our Senior Director of IT Support and Infrastructure, focusing overseeing all aspects of IT service desk operations and support functions. This role entails managing a team of IT professionals who provide technical assistance and support to internal users, ensuring the efficient resolution of IT-related issues and the delivery of high-quality customer service. Job Title: Director, IT Service Desk and Support What You'll Do * Lead, mentor and manage a team of IT service desk and support staff, fostering a collaborative and customer-focused work environment. * Set clear goals and performance expectations for team members and provide regular feedback and coaching to support their professional development. * Interact with stakeholders while maintaining the ability to collaborate effectively on swiftly advancing initiatives. * Develop staffing plans, allocate resources effectively, and optimize team performance to meet service level agreements (SLAs) and organizational objectives. * Oversee the day-to-day operations of the IT service desk, including incident management, problem resolution and request fulfillment processes. * Develop and implement best practices, standards and procedures for IT service delivery and support, ensuring consistency and efficiency. * Monitor service desk metrics and key performance indicators (KPIs), analyze trends, and identify areas for improvement to enhance service quality and customer satisfaction. * Create roadmaps in accordance with business requirements and devise a strategy for customer-facing Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Service Level Agreements (SLAs). * Provide leadership and guidance to IT support staff in diagnosing and resolving technical issues, leveraging expertise in various hardware, software and networking technologies. * Serve as an escalation point for complex or critical incidents, ensuring timely resolution and effective communication with stakeholders. * Collaborate with other IT teams, vendors and external partners to address technical challenges and implement solutions that align with business needs and IT strategy. * Build and maintain strong relationships with internal customers and stakeholders, understanding their IT requirements, priorities and pain points. * Solicit feedback from users to identify opportunities for service improvement and drive initiatives to enhance the overall customer experience. * Act as an advocate for the IT service desk and support function, promoting awareness of available services, resources and self-help options. * Lead initiatives to continuously improve service desk process, tools, and technologies, leveraging industry best practices and emerging trends. What You'll Bring To view the full job description,