Our legacy is rooted in product innovation a reputation for exceptional customer service effective management of business operations and the ability to attract and retain the industry's most talented staff and management team. Our values guide us to achieving our true potential and create an inclusive work environment which allows every person to thrive.
ABOUT THE JOB:
A direct report to the VP Infrastructure & IT Operations this role leads teams responsible for the IT Service Desk and Change/Process management. This role requires the ability to define maintain and enhance the department's services while driving and reporting on team success.
WHAT YOU'LL BE DOING:
- Mentor and foster professional development of managers and technical support staff.
- Set performance goals and ensure that teams are meeting those goals.
- Improve operational efficiency through the continual evaluation of processes tools and business needs.
- Effectively communicate with business and technical team members and leadership.
- Enhance and formalize ITIL incident problem and change management processes.
- Effectively perform project management for small to medium sized projects.
- Partner with business and technical teams to meet changing requirements and challenges of a fast-growing company.
- Develop and monitor KPIs to measure team performance and drive process improvement
- Monitor statistics and coach team where necessary to ensure timely quality service is offered to all customers
- Lead compliance and reporting for change incident and operational processes including metrics generation and trending.
- Recommend necessary changes based on a constant and in-depth analysis of these reports
- Handle client issue escalation and resolution through all levels of an organization
- Establish effective processes and practices for knowledge sharing and communication
- Iterate on and Review Satisfaction Survey data and leverage feedback to coach direct reports and drive satisfaction
- Manage and expand an online knowledge base that is accessible both technical teams and business users.
- Interfaces with vendors and drives activities for product and service evaluation purchase and support activities.
- Ensures IT solutions meet business needs while adhering to established company standards policies methodologies and industry best practices
- Stays abreast of emerging technologies and capabilities.
- Builds relationships with technical and business teams to understand their needs priorities roadmap and definition of success.
- Effectively develop and communicate documentation intended for both business and technical audiences.
- Believes and supports our Company Values
- Complies with all Williams Scotsman Mobile Mini Safety Transportation and Environmental Policies
- This is a team-based role and may assist in other aspects of IT as well as help drive our Company's Strategies and promote our Mission Vision and Values. WSC has a highly collaborative culture and the successful candidate will work effectively with a broad group of senior executives peers and direct reports to perform the above responsibilities.
- Utilizes and deploys proactive customer relationship management techniques
EDUCATION AND QUALIFICATIONS:
- 7+ years managing IT support and/or other IT functions.
- Previous hands-on experience in a technical IT role preferred.
- Project planning/execution skills including estimating scheduling and executing on committed schedules.
- Strong project management skills
- Ability to handle multiple competing priorities in a fast-paced environment.
- ITIL certification and ability to implement and gain support for ITIL processes such as incident and problem management.
- BA or BS degree or equivalent experience technical field or Business Administration preferred.
- Skilled at problem-solving decision making and negotiations
- Experience working with software systems; understanding of SaaS architecture.
- Experience with ITIL-based support tools such as ServiceNow.
- Organized self-motivated and detail oriented.
- Third party vendor and/or partner management required
- Ability to negotiate influence and collaborate to build successful relationships
- Strong verbal written and interpersonal communication skills
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.
WillScot Mobile Mini is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity national origin age disability or any other protected status with respect to recruitment hiring promotion and other terms and conditions of employment. WillScot Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities women disabled and veterans.
Nearest Major Market: Phoenix
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