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Technical Services Director

New York, NY



The Technical Services Director is responsible for managing and overseeing all technology operations for the Desktop & Mobility and Conferencing Technology Services Departments, with focus on high level customer service, responsiveness to business needs and devising and establishing IT policies to support the needs of the firm.

Desktop & Mobility Services – deploys and supports all end points, 2nd level support for all applications, mobile device configuration and remote access support.

Conferencing Technology – design, implementation and delivery of all conference room technology, audio, video and web conferencing setup and support.

Ability to work independently and ensure availability at all times in a customer centric, high service level and continually evolving environment. 


Responsibilities
  • Planning, execution and support of end points and conference technology deployments for the firm.
  • Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives; provide high-touch white-glove service
  • Provide technical and business leadership, mentorship and support to the team.
  • Oversee operations of second level escalations by creating a business focused and responsive environment for quick turnaround and resolution.   
  • Act as a key interface to the Desktop & Mobility Services, Conferencing Technology Services, Information Systems and other departments throughout the firm.
  • Work effectively, efficiently and collaboratively with others throughout IS and the firm to deliver the objectives of the department and the firm.
  • Formulate performance plans and provide regular feedback throughout the year to direct reports.
  • Oversee and guide professional development and coaching for team members with an emphasis on acquiring soft skills and business focus in addition to technical knowledge.
  • Produce annual budget forecast, and maintain and report on monthly spend for technology services, operational expenditures, equipment purchases.
  • Ensure Disaster Recovery preparedness at all times and business continuity operations adhere to industry recognized best practices. Implement and maintain Disaster Recovery plan. 


Qualifications 
  • Bachelor of Science degree in Computer Science or related field and/or minimum 5 years’ experience in Information Technology, overseeing both Desktop & Mobility Services and Conferencing technology Services.
  • Capability and knowledge in implementation of industry recognized best practices for operations management in both Desktop and Conferencing Technology.
  • Ability to work under tight deadlines.
  • Excellent leadership, coaching/mentoring skills.
  • Highly flexible communication skills, ability to rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction
  • Strong time management and organizational skills with exceptional attention to details.
  • Interpersonal skills necessary to interact, work productively and collaboratively with other departments in Information Systems.


 

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