IT Service Management Director
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Job Location:
Newark, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities
- Lead the design and execution of service management frameworks in collaboration with the Chief Information and Privacy Officer (CIPO) Chief Technology Officer (CTO) and affiliate IT leaders.
- Maintain comprehensive accountability for all open tickets ensuring resolution and closure within defined Service Level Agreement (SLA) windows.
- Champion ITSM best practices and govern the Configuration Management Database (CMDB) to reflect our commitment to service quality.
- Oversee daily operations including HALO PSA workflow design NinjaOne RMM automation Hudu documentation governance and Auvik network monitoring.
- Manage complex cross-functional stakeholder relationships promoting a culture of accountability and professional growth within the service desk team.
- Determine escalation paths for incidents requiring the involvement of the Director of Network Security Director of Data Operations or CTO.
- Occasionally provide on-site IT support during staffing shortages or high-demand situations at affiliate locations.
Experience
- 1520 years of ITSM service desk leadership preferably in an MSP environment servicing 100 client organizations simultaneously.
- Proven experience in building and maintaining high-performing service desk teams across diverse geographically dispersed client bases.
- At least 7 years in a leadership or director-level position.
- Demonstrated leadership of cross-functional teams with direct reports and peer influence responsibilities.
- Demonstrated proïciency managing SLA compliance rigorously with experience designing escalation structures and reporting frameworks that hold teams accountable.
- Proven track record of managing cross-functional stakeholders including direct engagement with C-suite executives project managers and technical peers.
- MS Azure and/or Microsoft 365 certiïcations preferred.
- ITIL Foundation or higher preferred
About Us:
At TKC we are committed to transforming the aging experience. We invite you to be part of a collaborative team-oriented and mission-driven workplace where you can truly make a difference in the lives of those we serve.
Join our team at TKC and enjoy a comprehensive benefits package that promotes your health well-being and financial security. We are dedicated to investing in the health and well-being of our employees. Work with us and receive benefits that support you both personally and professionally!
TKC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Director
Key Skills
About Company
Kendal is a not-for-profit provider of senior living communities and services that advocates for and empowers older adults to achieve their full potential.
