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JOB SUMMARY:
The Director of IT Client Services will be responsible for leading the organization’s IT service desk strategy and managing a technical support team that delivers exceptional client services. This leadership position will oversee a diverse team responsible for everything from resolving IT support issues to implementing solutions and ensuring overall user satisfaction for Texas Rangers Baseball Club and Rev Entertainment. This hands-on role will design and implement innovative, cost-effective strategies for technology service delivery, while overseeing the successful management and execution of all client services projects.
ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
Reports directly to the Vice President of Information Technology.
Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.
Oversee the Service Desk team, promoting a culture of outstanding customer service and ensuring team members consistently perform at a high level in supporting clients
Provide IT awareness training programs to ensure clients’ employees understand technology risks and best practices
Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including PCs, operating systems, and associated hardware.
Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
Manage and maintain budget relating to client services group
Manage procurement of client hardware to support the operational needs of the business.
Create and cultivate IT vendor relationships that will lead to innovative technology tools to help Texas Rangers and REV.
Work with stakeholders to define business and systems requirements for new technology implementations.
Evaluate new client applications, systems software, products, and/or enhancements to existing applications throughout the organization.
Drive the implementation and adoption of technology service delivery best practices throughout the division
Research and remain current with the latest technologies and solutions in support of procurement efforts.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
Ensure the confidentiality, integrity and availability of the data residing on or transmitted to/from/through enterprise workstations, servers, and other systems and in databases and other data repositories.
Perform regular IT awareness training programs for all employees and create/enforce security documents (policies, standards, baselines, guidelines, and procedures) to ensure consistently high levels of compliance with the organization’s security plan.
Supervise all investigations into problematic activity and provide on-going communication with senior management.
Manage all IT hardware, software, and equipment within client services.
Play a mentorship role to key IT personnel promoting their professional growth.
All other duties as assigned.
PREFERRED QUALIFICATIONS:
Bachelor’s or associate degree in the field of Computer Science or Information Technology and/or 10+ years equivalent work experience.
Proven experience leading cross-functional teams in complex IT environments
Proven experience with managing helpdesk or equivalent team
Strong competence in the Microsoft Ecosystem (Office/O365, Exchange 2013/16, Remote Desktop, Server, Desktop OS)
Strong knowledge of Apple MacOS and iOS devices
PMP (Project Management Professional), ITIL or PROSCI certifications would be an asset
Proactive and innovative mindset in identifying ways in which technology can support business
Extensive application support experience.
Demonstrated ability to apply IT in solving business problems.
In-depth knowledge of applicable laws and regulations as they relate to IT.
Excellent analytical and creative problem-solving skills.
Exceptional leadership and customer service skills.
Superior understanding of the organization’s goals and objectives.
Excellent written, oral, and interpersonal communication skills.
Ability to present ideas in business-friendly and user-friendly language.
Extensive experience working in a team-oriented, collaborative environment.
Highly self-motivated, self-directed, and attentive to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Overtime may be required in meet project deadlines.
On-call availability including some weekends, evenings, and holidays as assigned.
Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management.
Sitting for extended periods of time.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
