Director - Incident, Problem, Event Management

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The 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 Director, Problem, Incident and Event Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

• Lead and oversee day-to-day operations of the Enterprise IT Service Desk, managing internal teams and multiple suppliers.
• Ensure service stability, consistency, and performance in alignment with defined SLAs and KPIs (e.g., First Contact Resolution, Mean Time to Resolve, Onboarding Readiness).
• Partner with Incident and Problem Management teams to continuously improve incident resolution quality and speed.
• Maintain operational readiness for key business events (e.g., annual enrollment period, acquisitions, integrations) through structured planning and governance.
• Monitor trends in incidents and issues to identify opportunities for proactive improvement.

• Define and execute the IT Service Desk and Incident Management strategy in alignment with ATX vision and enterprise objectives.
• Implement strategic plans, drive organizational goals, and provide input into functional strategy.
• Drive a “shift-left” approach through automation, self-service, and knowledge enablement initiatives.
• Collaborate with Service Management & Service Integration and Management (SIAM) practice owners to deliver scalable, integrated service experiences across platforms (e.g., Service Now).
• Lead readiness & onboarding integration activities for newly acquired entities to ensure seamless transitions.
• Enable security awareness & governance within ITSD operations.

• Manage performance and relationships with managed service providers, ensuring contractual compliance and service excellence.
• Partner with Procurement, VMO, and Legal to negotiate, govern, and optimize contracts and Statements of Work.
• Track and report operational efficiencies, cost savings, and return on investment from improvement initiatives.

• Lead, develop, and coach a diverse team of leaders, specialists, and analysts focused on delivering exceptional end-user experiences.
• Foster a collaborative, high-performance culture that values accountability, transparency, and continuous learning.
• Partner with internal and supplier leadership to align goals, drive engagement, and support professional development.

• Champion the “Voice of the Associate” to identify friction points and improve overall technology experience.
• Leverage analytics, automation, and artificial intelligence (e.g., Genesys Cloud, chatbots, self-service portals) to enhance efficiency and user satisfaction.
• Collaborate with Service Management, Experience Design, Automation, and Platform teams to continuously improve service delivery and employee enablement.

• Establish and refine policies, processes, and systems for quality L1 service & support.
• Monitor incident trends and issues, ensuring alignment with long‑term functional goals.
• Advise leadership on policy development and strategic planning, contributing to department budget and resource allocation.
• Make decisions related to implementation of new/updated programs or large-scale projects, with significant impact on the function or segment.

• Bachelor’s or Master’s Degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 8+ years of technical experience, including progressive IT service management responsibilities.
• 5+ years of management/people leadership.
• Comprehensive knowledge of Microsoft Office applications (Word, Excel, Visio).
• Experience in problem analysis, process documentation, process design and cross‑functional collaboration.
• Proven success driving ITSM transformation and measurable improvements in service performance.
• Experience with Software Development Lifecycle and…