Director IT
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Director, IT will be responsible for overseeing the company's infrastructure, technical operations, architecture, engineering, and IT support (either directly or indirectly) for the locations across the US. All US systems and implementations must meet US requirements but also adhere to global company policies and strategic initiatives. The candidate must have strong communication and managerial skills, in-depth knowledge of infrastructure and technologies, and experience with cloud-based solutions. Experience in data security, risk management, and compliance requirements is also required.

Your Tasks

Provide strategic and tactical planning, development, evaluation, and coordination for the company's information and technology systems and infrastructure.

Facilitate communication between staff, management, vendors, and other technology resources within the organization.

Represent the US SCS IT department as needed for client requirements.

Design solutions and support RFQ processes.

Evaluate systems that support end-users in the productive use of computer hardware and software.

Oversee and evaluate system security and backup procedures in coordination with global IT and Risk teams.

Be a hands-on leader with expertise in several technical disciplines.

Manage local and remote infrastructure operations in accordance with company policies.

Ensure the availability and responsiveness of enterprise technology to meet organizational requirements.

Manage vendors responsible for global desk, incident, and problem management, focusing on US topics.

Support the purchasing department in coordinating and negotiating services with carriers/vendors for all US sites and services.

Ensure timely resolution of hardware, software, and database issues, including disaster recovery operations.

Develop and monitor KPIs to ensure consistent and accurate support.

Develop strategic plans to align IT needs with organizational growth and global initiatives.

Ensure the security of information systems, domains, and equipment.

Oversee IT services across US affiliates.

Establish and implement departmental goals, policies, and procedures.

Serve on planning and policy-making committees.

Your Profile

Minimum of 10 years of experience in managing and supporting IT systems in a multi-location environment, including exposure to shared and outsourced solutions, and support of in-house communication systems in a client-server environment.

Strong knowledge of LAN/WAN design, implementation, and operation in a distributed contact center environment.

Hands-on experience managing an ISO27001-compliant IT environment.

Strategic planning, execution, and policy development skills.

Understanding of computer systems, features, and integration capabilities.

Extensive knowledge of data processing, hardware, enterprise software, and outsourced systems.

Excellent understanding of information security.

Strong management and team-building skills.

Experience with project management principles.

Proven ability in planning, organization, and development.

Ability to apply technology solutions to business challenges.

Knowledge of applicable laws and regulations related to technology.

Proficiency in office software such as word processing, databases, spreadsheets, and communication tools.

Effective verbal and written communication and presentation skills.

Negotiation and conflict resolution skills.

Willingness to travel domestically and internationally as needed.

Experience in strategic planning, change management, and implementing IT integrations.

Bachelor's Degree in IT or Computer Science, or 10+ years of senior IT experience.

Willingness to work flexible hours and travel as required.

We Offer

• Medical, Dental, Vision, Life Insurance, and Disability Pay.
• 401(k) with company matching up to 6%.
• Paid Time Off, including holidays.
• Flexible Spending Accounts.
• Voluntary benefits such as legal and financial assistance, pet insurance, and more.
• Employee Assistance Program.
• Ongoing development opportunities including tuition reimbursement, scholarships, and training.

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