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DIRECTOR, I.T. SUPPORT SERVICE

Company: Cornerstone onDemand
Location: Modesto
Posted on: September 12, 2020

Job Description:

We are currently recruiting for the position of:

DIRECTOR, I.T. SUPPORT SERVICE

The Save Mart Companies is one of the largest food and drug retailers in California and Nevada. It is home to a number of well-known brands in food retailing. You might have seen our banners that include Save Mart, Lucky, Lucky California and FoodMaxx. The Information Technology Department has an opening for Director of IT Service and Support reporting to the Chief Information Officer. This position is located in Dublin or Modesto, California.

We could be looking for you!We are looking for dynamic transformational technology team members who can effectively incorporate their talent and passion to help us modernize our technology stack.The retail grocery business is exploding with new demands and opportunities.Our business partners are eager to upgrade their technology capabilities to meet the changing demands of our customers.This new team member will have an opportunity to influence the technical direction of our company.

The Director, Information Technology Service and Support is responsible for the support of customer systems at the retail and enterprise level.The position provides first level support from the help desk and second level support from the field and desktop technicians.The Director is responsible for the overall support model design, the performance metrics, and the execution against those metrics.

Key Responsibilities and Accountabilities :

· Accountable for the IT Help Desk which provides call center services for IT support issues, on/off-boarding, and use of metrics to track and improve overall service and drive ticket reduction program through root cause analysis.

· Responsible for the IT Field Support Services which provides primarily hardware support, including preventative maintenance, troubleshooting, field repair, installation, and rollout support; while seeking opportunities to reduce cost, drive efficiencies and ticket reduction.

· Provide oversight and management of the Desktop Support Team which provides level 2 support for all enterprise desktop IT support for both hardware and software, including ongoing improvements to increase remote support, simplification of the environment and reduce desktop incidents.

· Accountable for the Service Center Team which provides inventory support to the field support and desktop support teams, including asset and parts management with a vision of how to reduce parts on hand and drive better management of assets.

· Plans and oversees the work associated with the Cabling Team which provides network troubleshooting and installation and repair of all low voltage wiring in the enterprise; manage IT hardware inventory maintenance by staff and repairs of equipment and equipment disposal complying with security practices and environmental regulations.

· Manage diagnostic and repair tasks on store and office equipment, staging of incoming equipment for repair and preparation of repaired equipment and parts for shipment to Repair Technicians.

· Develop and lead plans for rollouts and upgrades for those technologies that are supported by these teams, collaborating with other IT Directors and Managers and retail operations and distribution centers, including planning the resources and financial budgets for each project.

· Provide strategic and operational leadership within IT Support Services for successful achievement of committed to Service Level Agreements (SLA) and industry metrics.

· Accountable for all aspects of budget management, including annual planning, tracking and maintaining fiscal accountability by keeping on track with the budget.

· Assist with documentation that supports attestations, RFPs and Risk assessment questionnaires specifically for technology vendors.

· Ensure compliance with organizational standards, practices and methodologies

· Manage all teams, employees, contractors and vendors involved in IT support.

· Provide training and mentoring to team members.

LOCATION: MODESTO, CA -OR- DUBLIN, CA

Requirements (Knowledge, Skills and Abilities) :

· You have 10+ years of IT experience working in a Service and Support corporate environment.

· Received a Bachelors of Science in Computer Science, Engineering, Information Technology or related experience.

· Proven experience leading an IT service management organization, a broad and detailed understanding of IT help desk, IT field services, desktop services, asset and parts management.

· Experience with IT Service Management, ITIL and physical security in support of technology and data access in the field.

· Understands and actively seeks use of metrics and critical thinking to guide decision making and ongoing operational improvement.

· Proven experience in a  fast-paced  and  challenging  environment and the ability to directly impact company goals and objectives via your contributions to securing the organization.

· Promote  customer-centric  approaches to all aspects of an organization.

· Experience working in the field and corporate environments.

· Work  effectively  and organize competing priorities.

· Critical thinker  and ability to solve  complex problems .

Travel : Frequent

Physical : Basic office environment: ability to sit, stand, walk, kneel, stoop, use stairs, reach, pull and lift objects

The Save Mart Companies is an Equal Opportunity Employer, and we welcome resumes from individuals who will contribute to our diverse workforce.

Keywords: Cornerstone onDemand, Modesto , DIRECTOR, I.T. SUPPORT SERVICE, Other , Modesto, California

Click here to apply!

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