Senior Director, IT Service Desk

Purpose:

Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.

People:
Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.

Growth:
Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

The Senior Director, Service Desk will lead and manage the IT Service Desk Level 1 and Level 2 personnel. Additionally, this position will have responsibility for GLS Service Management and Incident Management as well as communications with all relevant parties during incidents. This role is accountable for the service level agreements of GLS environments as well as management of those GLS partners that are integrated with the organization.

• Support and maintenance of applications used by the user community including Microsoft Exchange Online, Microsoft Office 365, SharePoint as well as a variety of auto-lending industry-specific applications.
• Support and coordination of communications between the owners of corporate network security systems, applications, and partners; must be familiar with information security concepts and platforms.
• Drive the overall maturity of the IT organization by implementing the appropriate components of the ITIL(Information Technology Infrastructure Library) practice.
• Vendor and contract management with IT-specific service providers.; track individual vendor SLAs against service desk incidents and drive accountability with the vendors.
• Conduct scheduled sessions with critical vendors to review open tickets and drive them to resolution.
• Analyze trends in issue reporting and collaborate with the GLS product management team to create preventative solutions.
• Responsible for oversight of incident management of impacted business operations
• Direct and mentor a leader for the Tier 1 Service Desk support team to ensure that the team is properly staffed, sized, and trained for the organization.
• Develop and staff a Tier 2 support organization to improve the support of operational applications and to simultaneously reduce the demand for production support time from application development resources.
• Exercise management authority concerning staffing, performance evaluations, promotions, and salary recommendations.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Participate in weekly Change Advisory Board and communicate release information…