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Director of Networking and IT Field Services

Employer
Request Technology - Craig Johnson
Location
Houston
Salary
140000.00 - 170000.00 USD Annual + Bonus
Closing date
6 Jun 2023

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Sector
Telecoms / Utilities
Responsibilities
Information Technology
Position/Level
Director
Contract Type
Permanent
Language
English

*We are unable to sponsor for this permanent Full time role*

*Position is bonus eligible*

Prestigious Enterprise Company is currently seeking a Director of Networking and IT Field Services. Candidate oversees several key functions within the IT department that enable the delivery of a high-quality service to company, and to ensure Networking, Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities:

Cisco Networking and Field Service Leadership

SD/WAN experience

  • Maintain high performing service support functions including and Field Services, WAN, LAN, Voip, and Video
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes

Meeting Support

  • Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
  • Lead the Network Management teams to continually improve the computing environment
  • Manage the desktop computing environment to ensure that laptops, PC s, and other access devices are built and maintained to high standards of performance and security
  • Ensure that patching and anti-virus updates are carried out promptly and effectively
  • Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Qualifications:

  • Strong Cisco Networking and Leadership experience in a large corporation
  • Able to demonstrate the ability to undertake the above responsibilities
  • Previous experience as a Sr, Manager with experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident
  • management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

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