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About the role
The Associate Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Associate Director, Problem, Incident and Event Management requires a solid understanding of how organization capabilities interrelate across department(s). Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Bachelor's degree or equivalent combination of education and experience
- 8+ years of experience in IT operations, Digital Workplace, End User Support, Service Management, or related technology disciplines
- 5+ years of leadership experience managing operational teams, managers, vendors, or outsourced service providers
- Experience leading enterprise Service Desk, End User Support, Digital Workplace, or support operations organizations
- Experience managing large-scale vendor relationships and service delivery contracts
- Experience leading organizational transformation, service modernization, or operational improvement initiatives
More about this role
The Associate Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Associate Director, Problem, Incident and Event Management requires a solid understanding of how organization capabilities interrelate across department(s).
The Associate Director, IT Service Desk & Digital Workplace Support is accountable for operational performance across enterprise support services, including Service Desk operations, service escalation management, affiliate support integration, vendor governance, workforce planning, and service delivery optimization. This leader directs a hybrid support model consisting of internal associates and managed service providers and is responsible for achieving service quality, customer satisfaction, operational efficiency, and financial objectives.
- Lead enterprise L1 support functions, including Service Desk Operations, Service Escalation Management, and affiliate support teams.
- Provide leadership for a hybrid workforce consisting of internal associates and managed service partners supporting enterprise technology services.
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