Director, End User Shared Services

The Director of End User and Shared Services maintains, develops, supports, and optimizes key functional areas including desktop hardware, software and operating system, collaboration solutions, service desk, and service management. Key aspects of the role include evaluating new and emerging technologies and services and identifying opportunities for increased operational efficiencies. This role will drive the integration of AI technologies within Service Desk and Service Operations to increase automation and self-service capabilities and utilize analytics to predict contact volumes.

Models and acts in accordance with REI’s guiding values and mission.

• Develops and updates multi-year plans for leveraging appropriate systems and resource strategies, (e.g. SaaS, IaaS, Paas, DaaS, in-house resourcing, and commercially-available-off-the-shelf products)
• Champions the consolidation of systems and solutions with overlapping functionality.
• Evaluates and implements delivery models that provide efficient and effective infrastructure and operations responsibilities.
• Ensure the technology well-being of the organization by adhering to established strategies and technology and architectural standards.
• Develop, track and control, the End User and Shared Services annual operating and capital budget
• Work with customers to ensure that services and service levels are aligned to business needs.
• Deliver against service level agreements or service level objectives
• Identify and report on service quality & efficiency measures and initiate activities to pro-actively improve service quality and efficiency
• Directs the delivery of support services through the Service Desk and service management program (WayPoint)
• Lead architecture and capacity planning disciplines to ensure that End User and Shared Services develops and maintains capability and capacity to meet short, medium and long term business demand
• Demonstrate a strategic mindset in leading the organization this role supports. Informally and formally benchmark End User and Shared Services against industry standards in support of REI goals and objectives.
• Proven ability to design and implement AI-driven solutions for service desk automation, predictive analytics, and intelligent self-service.
• Proactively address problems and incidents and ensure proper communication and escalation procedures are in place in support of end customers.
• Develops and maintains key performance indicators for computing performance, network performance, and internal and external service levels.
• Assists with the architecture planning and deployment of IT security measures in collaboration with Information Security.
• Ensure equipment and software operation adheres to applicable laws and regulations.
• Oversees the development, installation and configuration of vendor product tools and systems that promote collaboration within the Company, such as mobile devices, the employee portal or intranet, and instant messaging.
• Oversees purchasing of hardware and operating system software, and hardware and systems management.
• Leads cross-division collaboration to ensure coordination and integration of business needs and solutions.
• Conducts effective negotiations with major technology vendors and ensures contractual performance standards are met or exceeded.
• Develops professional relationships with internal and external peers, fostering these relationships through industry associations and providing education on how best to use division services to satisfy Company needs.
• Ensures that division programs, policies and procedures meet regulatory requirements and industry best practices.

• Bachelor’s degree in computer science or business administration, or equivalent training and experience.
• 10+ years of progressive information technology management and leadership experience with Infrastructure and Operations Domain expertise.
• 10+ years information technology experience, including technology acquisition, applications development, infrastructure support, logistics and operations.
• Practical understanding and experience with Information Technology Infrastructure Library (ITIL) and Information Technology…