- Lead and guide a team of support technicians, including level 1, 2, and 3 support staff, encouraging professional development, and upholding high-performance standards.
- Foster a culture of excellence, continuous enhancement, and customer focus within the support organization.
- Coordinate IT projects, initiatives, and resources across departments and locations to align with organizational goals.
- Collaborate with IT teams to deploy and maintain IT infrastructure, systems, and applications.
- Continuously evaluate and enhance support and IT procedures to boost efficiency, minimize downtime and costs, and elevate user satisfaction.
- Implement best practices and industry standards to optimize technical support operations.
- Assist in creating and overseeing the budget for the IT & support team, ensuring cost-effectiveness and resource allocation align with organizational priorities.
- Work with vendors and third-party service providers to ensure the delivery of top-quality services and products.
- Participate in negotiations with vendors regarding contracts and service-level agreements.
- Collaborate with our Cybersecurity lead and Enterprise Architecture team to uphold a strong focus on cybersecurity and compliance, ensuring all IT systems and support activities comply with industry standards and regulations.
- Extensive knowledge of IT infrastructure, systems, and software applications.
- Outstanding communication and interpersonal skills.
- Exceptional problem-solving and analytical capabilities.
- Proficiency in project management and familiarity with IT service management (ITSM) frameworks like ITIL.
- Understanding of industry standards, compliance, and cybersecurity best practices.
- Possess over 5 years of management experience
- Have 7 years of IT experience in a similar capacity
- Are familiar with Office 365, Intune, Exchange Online Email, Windows 11
- Have knowledge of ITIL, Incident/Change/Problem management principles
- Understand Microsoft Active Directory & Azure Active Directory (GPOs, DNS, DHCP, Print Services, etc.)
- Have experience in Microsoft 365 management and administration
- Have expertise in Intune management and administration
- Hold professional IT Certifications (e.g., MS365/MCSA/MCSE, ITIL, CompTIA, etc.)
- Possess proficient written and verbal English skills. Knowledge of foreign languages is a plus
- Take ownership of their tasks.
- Continuously strive for improvement.
- Are genuinely open-minded and willing to reassess their strongest beliefs with humility.
- Encourage and welcome diverse perspectives to make informed decisions
- A supportive, diverse, and global team with a growth mindset
- A growing company with proficient industry experts
- Exciting opportunities to engage in challenging projects
Senior Director of Global IT and Support - Florham Park, United States - PCS Wireless GLOBAL
Description
Job Description
Ready to join an innovative team that thrives on overcoming challenges?
About PCS Wireless
Established in 2001, by two forward-thinking traders, PCS Wireless, known as "PCS", stands out as a unique mobile device distributor. Under the leadership of daring entrepreneurs, PCS has revolutionized the device resale market, from both a business and consumer standpoint.
Today, PCS is a prominent global figure in the secondary market. We trade mobile devices and products worldwide through partnerships and programs. By rejuvenating old devices, we prolong a device's lifespan up to 5 times or more. We collaborate with industry leaders such as consumer electronics manufacturers, wholesalers, major retailers, and small businesses, serving a diverse clientele exceeding 1,500 customers. Our operations cover key markets globally, with offices and warehouses across the Americas, APAC, UK & EMEA.
Our proactive approach, valuing adaptability, teamwork, curiosity, and fun, is the cornerstone of our achievements. We seek individuals who are action-oriented and creative, enjoying their work!
About the Role
The Sr. Director of Global IT & Support plays a crucial role in overseeing our technical support team, covering global services and local facilities. This role is essential for ensuring the smooth operation of IT systems and delivering top-notch support to end-users and stakeholders. Moreover, the role involves supervising IT support for all global offices and warehouses, guaranteeing uniformity in Standard Operating Procedures (SOPs) across locations, monitoring SLAs and response times, offering 24/7 user support, and escalating unresolved issues to developer or level 3 support. Collaboration with our Enterprise Architecture team is key, ensuring local support supervisors comply with established procedures.
What You Will Do
Key Responsibilities:
IT Coordination:
Process Improvement:
Budget Management:
Vendor Collaboration:
Focus on Security and Compliance:
Who You Are
We Are Seeking Individuals Who:
We Are Seeking Individuals Who:
What You'll Gain
If you are prepared to be part of our dynamic organization, submit your application below!
We are an Equal Opportunity Employer. All qualified candidates for employment, regardless of race, color, religion, gender, sexual orientation, gender identity, ancestry, age, or national origin, will be considered. No applicants will face discrimination based on disability or veteran status.
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