Senior Director IT Support Services

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• Develop and execute the IT support services strategy aligned with the organization’s business goals.
• Lead the IT support team (including in-house Team and Managed Service Provider Team) to deliver high-quality, responsive, and efficient services.
• Establish and enforce policies, procedures, and best practices for IT support operations.
• Collaborate with senior leadership to align IT support services with the agency’s broader IT infrastructure and digital transformation initiatives.
• Operational Management:
• Oversee day-to-day IT support operations, including the IT service desk, desktop support, network support, and enterprise application support.
• Ensure effective incident, problem, and change management processes to reduce downtime and improve system reliability.
• Monitor and report on key performance indicators (KPIs), service levels, and customer satisfaction metrics.
• Manage escalated support issues and provide timely resolutions.
• Oversee the deployment and management of IT assets, including hardware and software across the organization.
• Lead, mentor, and develop a team of IT support professionals, fostering a culture of continuous learning and improvement.
• Provide guidance, coaching, and professional development opportunities to team members.
• Ensure proper staffing levels, skill sets, and coverage to meet operational needs.
• Encourage cross-functional collaboration within the IT department and with other business units.
• Manage relationships with third-party vendors, service providers, and suppliers to ensure that service agreements are met.
• Manage Technology items purchasing for the agency.
• Evaluate new technologies and tools that can enhance IT support services.
• Develop and manage SLAs for service desk operations.
• Negotiate and manage contracts and SLAs with external support partners.
• Budgeting & Resource Management:
• Develop and manage the budget for IT support services, ensuring cost-effective solutions and adherence to financial constraints.
• Identify opportunities for cost savings and process optimization within IT support functions.
• Security & Compliance:
• Ensure that all IT support services comply with relevant security standards, regulations, and policies.
• Implement and maintain procedures to safeguard sensitive data and protect the organization’s IT infrastructure from cyber threats.
• Drive continuous improvement initiatives by analyzing service performance data, identifying gaps, and implementing corrective actions.
• Stay up-to-date with industry trends and emerging technologies to improve IT support services.
• Crisis Management & Disaster Recovery:
• Oversee disaster recovery and business continuity planning for IT support services to minimize service disruptions during outages or critical incidents.
• Lead incident response activities and ensure timely communication and resolution of critical IT issues.

• Strategic Leadership:
• Develop and execute the IT support services strategy aligned with the organization’s business goals.
• Lead the IT support team (including in-house Team and Managed Service Provider Team) to deliver high-quality, responsive, and efficient services.
• Establish and enforce policies, procedures, and best practices for IT support operations.
• Collaborate with senior leadership to align IT support services with the agency’s broader IT infrastructure and digital transformation initiatives.
• Operational Management:
• Oversee day-to-day IT support operations, including the IT service desk, desktop support, network support, and enterprise application support.
• Ensure effective incident, problem, and change management processes to reduce downtime and improve system reliability.
• Monitor and report on key performance indicators (KPIs), service levels, and customer satisfaction metrics.
• Manage escalated support issues and provide timely resolutions.
• Oversee the deployment and management of IT assets, including hardware and software across the…