Enterprise Technology Services Director Job in Tampa 33647, Florida US
Syniverse Technologies makes mobile work for more than 900 mobile operators, cable and Internet providers, and enterprises in over 160 countries. With unmatched expertise and more than 20 years simplifying the complexities of roaming, messaging and networking, Syniverse serves as the force at the center of the mobile communications universe, keeping people connected today and forging new connections for tomorrow. Nobody knows mobile like Syniverse.
Position Description:
General Summary:
Provides the strategic business/technical planning necessary to establish and maintain the internal technology for the global enterprise. This position is responsible for developing, implementing, and supporting strategic improvement programs, which keep technology relevant. This director is also responsible for aligning IT services and resources with the evolving needs of the business while supporting office automation systems, management information systems, and smartphones as well as desktops, laptops, peripherals and associated software/services. The director also develops service support models, gathers metrics, analyzes trouble ticket trending and polls staff members to identify root causality and develops strategies and recommends technological solutions to constantly improve the end user experience across a multi-site global environment.
Principal Duties and Responsibilities:
• Establish strategic and tactical programs and solutions required for the global internal technology infrastructure to support business direction and user requirements
o Research, evaluate, and select the technical alternatives which best support business requirements.
o Develop plans, communicate to employees, and implement subsequent strategic improvement programs.
o Establish departmental business direction, identifying employee/team objectives and managing associated plans.
o Monitor progress, develop and use metrics, and report status management as required. Interact with vendors and resellers regarding hardware and software products, obtaining evaluation copies of new equipment and software when applicable.
o Facilitate the creation of standards for the acquisition and use of desktop equipment, office automation software, and management information system tools by supporting and participating in technology evaluations.
o Ensure the helpdesk and deskside support functions achieve optimal performance and service targets while meeting our global internal customer expectations.
• Provide internal customers with consulting services regarding the installation or use, and follow-on support of smartphones, standard desktop equipment, related peripherals, and associated software.
o Manage the installation of desktop equipment and supported software tools (e.g., Microsoft office automation tools, Project Workbench, Remedy, etc.).
o Manage the education of internal customers on best use of supported equipment/software.
o Research customer requests, questions and issues. Evaluate the requests from an enterprise-wide perspective.
o Act as the global focal point for identifying and resolving technical issues with vendors.
o Manage the global staff responsible for monitoring and managing billing from service providers for corporate smartphone populations.
o Establish global standards for corporate smartphones.
o Establish and monitor global departmental support statistics, ensuring support targets are met, and problem areas are effectively addressed and resolved.
• Select, develop, and direct a global employee team
o Recruit and select qualified resources to meet project and workload demands.
o Evaluate employee skills, knowledge and expertise.
o Understand employees' skill, determine strengths and weaknesses, and identify potential.
o Provide coaching, mentoring, on-going constructive feedback and training to employees as needed.
o Perform regular employee evaluations to assess development and attainment of goals.
o Provide opportunities for growth and development.
o Administer Human Resource policies and procedures.
• Develop, execute, and direct departmental budget(s).
o Create annual and project related budgets based on policies and procedures.
o Direct work activities within budget.
o Approve and manage the department’s hardware/software purchases. o Review and analyze financial reporting (outlooks, variance, etc.) and reconcile actuals to budget.
To Apply Visit Syniverse Technologies, Inc.
Qualifications:
• Strong Leadership skills
• Strong Interpersonal skills
• Background in global IT service management; ITIL or similar certification desired
• Strong process orientation
• Demonstrated experience in managing and executing functions in the help desk and desk top support areas for a global 1000-plus user base organization with multi-site locations.
• Working knowledge of security concepts and solutions
• Previous experience in providing multi-faceted, highly technical support services in a fast-paced environment is required
• Excellent oral and written communication skills required as is previous experience in dealing effectively across all levels of the enterprise
• Project management knowledge/experience strongly desired
• Working knowledge of telecommunications and wireless industries and associated computing technologies
• Understanding of internet and network technologies
• 5+ years of prior management experience with progressively more responsible positions and broader scope of control
• 5+ years of experience in progressive technical IT environment