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Position Summary

As a senior level position in the IT department, the Director IT Services & Operations will ensure IT operations and end user support is positioned to meet organizational goals achieved through the effective delivery of IT services along with the management and orchestration of people, products, providers/contractors, and processes. The Director will implement and maintain “Best Practice” ITIL (IT Infrastructure Library) technology and processes and manage an internal helpdesk and desktop support environment to ensure high quality, consistent technical user support, meet the internal and external prescribed Service Level Agreements (SLAs) and maintain business continuity of Sigma US applications.

Job Responsibilities

• Manage and coordinate the IT Operations & Service Desk team, including but not limited to headquarters, plants, distribution centers, commercial centers, and remote sites, by providing day-to-day technical guidance, setting & measuring KPI (Key Performance Indicators) objectives, conducting department meetings, coaching/mentoring and motivating, training, recruiting, and hiring.
• Oversees, coordinates, and monitors all support, administration, and operational management activities. Responsible for infrastructure reliability, availability, performance, problem management / elimination, IT disaster recovery meet company security and quality standards
• Develop, implement, maintain, and communicate IT Service & Operations governance model and technology roadmap; ensure IT services, infrastructure, systems, and policies adhere to internal guidelines and meet the needs of the organizations location(s).
• Leads and manages the planning and management of infrastructure operations, production support, systems and database administration, application development, and desktop support.
• Determine financial needs of the IT Service & Operation unit and submit annual budget proposal, as directed, that is consistent with US IT strategic direction, division needs, and stakeholder expectations.
• Oversee vendor management including but not limited to, outsourcing contracts, managing licensing, managing adherence service level agreements, hardware, and contract consolidation; ensure contracts provide optimum value to the organization.
• Other duties as assigned

Knowledge, Skills and Abilities

• Experience in outsourcing and vendor management
• Knowledge of: Servers, SQL Database, Windows server, Active Directory, Exchange, IIS, SharePoint, user management, Firewall, Antivirus, Antispam
• Technical knowledge across services and telecom support (MS Windows Services, Mobile Services, Networks, etc.).
• Technical knowledge across infrastructure and IT services support
• Proficient with Microsoft office, including skills with Outlook, Word, and Excel
• Ability to lead and effectively communicate with technical and non-technical staff across multiple disciplines and levels of the organization
• Ability to work independently and in a team; proven ability to motivate teams
• Ability to identify complex problems, review information to develop and evaluate options then implement solutions
• Ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment while presenting a professional demeanor
• Ability to meet deadlines without compromising close attention to detail and accuracy
• Ability to lead cross-functional teams in an effective, collaborative manner in mid / large organizations
• Ability to develop and effectively manage financial budgets

Minimum Qualifications

• Bachelor’s degree in Information Technology or related field
• Seven (7) years of IT Service Desk & Operations
• Five (5) years’ experience in a leadership role managing or supervising IT teams.

Preferred Qualifications

• Formal training with ITIL, Microsoft certification, COBIT (Control Objectives for Information and Related Technologies)
• CISCO certification
• Cisco CCNA Security certification
• Project Management certification
• Bilingual in Spanish

Physical Requirements

• Frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• Must occasionally be able to move, transport, or reposition equipment weighing up to 80 pounds to mount and maintain servers and battery backup systems

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Required)

Experience:

• SQL: 1 year (Required)
• Vendor management: 1 year (Preferred)
• T Service Desk & Operations: 7 years (Required)

Work Location: Hybrid remote in Seminole, OK 74868

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