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For your reference, we have included the original job posting below.
Director, IT Service Desk
Job Number:
26676783
Company Name:
Affinion Group
Job Location:
Trumbull, CT US
Job Category:
Management & Business
Director, IT Service Desk
Director, IT Service Desk
Job Type: Full-Time Location: Trumbull, CT
Job Description:
Affinion Group is a fast paced, growing company with a high premium on quality of service. The role of the Global Service Desk Director is to provide visionary leadership over our international help desk, desk top support, and problem management teams. This is a high-profile role supporting more than 3,500 users. This role provides direction and be responsible for building and leveraging the expertise of the team to: . Identify new programs and services . Develop policies and procedures, . Aggressively drive our service levels to higher standards and meet the demands of a rapidly growing international company . To build Affinion IT into a world class support organization.
DUTIES AND RESPONSIBILITIES: . Manage global problem management, global help desk, and global desk top teams . Ensure the entire IT department is well informed, at all times, of changes and news worthy events . Effectively communicate relevant IT-related information to superiors and business leaders. . Establish a baseline service level for the group and recommend, develop and implement improvements to ticketing procedures, policies, performance metrics tools and process optimization. . Champion change and effectively manage the implementation of new ideas. . Oversee and drive development and implementation of policies, procedures, and user standards. . Communicate effectively with internal clients to identify needs and evaluate alternative business solutions and strategies. . Continually define ways to increase internal client satisfaction and enhance client relationships . Maintain positive internal client relationships . Provide senior level resolution to internal client issues. . Manage the operating budget for the North America Service Desk
Education and Experience . BA/BS or equivalent experience. . Minimum of six years in experience in a Service Desk environment with progressive responsibilities. . ITIL foundations and service desk module certification desired. . Experience as a system administrator on one or more of the platforms in use at Affinion Group (listed below) is preferred.
Knowledge, Skills and Abilities . Technical understanding in a variety of hardware and software platforms (desktop, server, and networking equipment; also proprietary and open source UNIX varieties, Windows, VMS, Cisco, AS/400). . Working knowledge of Microsoft office suite, XP, and Active Directory . Good written and verbal communication skills. . Excellent troubleshooting, analytic, and consultative abilities . Demonstrated strong judgment and management skills . Project management experience is a plus.
