Director of IT Services and Support

Overview :

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Make an impact at Analysis Group, where we provide our clients with thoughtful, pragmatic solutions to their most challenging business and litigation problems.

Analysis Group is one of the largest private economics consulting firms, with more than 1,200 professionals across 14 offices in North America, Europe, and Asia.

Since 1981, we have provided expertise in economics, finance, health care analytics, and strategy to top law firms, Fortune Global 500 companies, and government agencies worldwide.

Our internal experts, together with our network of affiliated experts from academia, industry, and government, offer our clients exceptional breadth and depth of expertise.

The Director of IT Services and Support oversees multiple IT functions; help desk / support, client engineering, client services, and audio-visual (AV).

Responsibilities for this position include overall quality and delivery of the supported services, gaining an in-depth understanding of the business to drive process and service improvements, and the use of analytics and metrics to drive the continual refinement and optimization of services.

Oversees current procedures to ensure consistent service levels and quick resolutions are met and develops and improves support processes.

This Leader will have to exhibit a history of strong cross-functional ability, as well as the continued growth and expansion of services including help desk support, desktop engineering, project management, managed service delivery, and enterprise audio-visual support.

Identifying patterns of incidents and determining solutions or processes to address them to help drive down incidents within the environment is a key responsibility for this role.

Establishing benchmarks and assuring these goals are met within the department is another aspect of this position. Standard managerial responsibilities include managing staff, budgeting, reporting, and providing overall direction and guidance.

Essential Job Functions and Responsibilities :

• Provides leadership, operational strategy, and overall direction globally.
• Build and maintain strong business relationships by engaging business leaders and staff to understand business goals, challenges, and global priorities.
• Influences peers to develop strategies ensuring global support is aligned, cohesive, but tuned for regional needs to support all business functions, by delivering efficient, effective support resulting in increases in workforce productivity.
• Plan and drive program enhancements through defining, optimizing, and managing effective IT processes.
• Responsible for all aspects of people leadership across multiple layers of leadership within the organization.
• Defines hiring strategy & develops resources into a strong team with a consultative approach when working with internal customers.
• Develop strong partnerships with third-party vendors in developing and maintaining service level agreements, ongoing management of service level compliance, and assist in driving the support knowledge base.
• Drive adoption, prepare the team for new products / service releases and stay on the forefront of emerging industry practices.
• Manage budget effectively & efficiently to balance business needs across our financial investment.

Qualifications :

• Bachelor’s degree required. Degree in Computer Science or related field highly preferred.
• Minimum of 10 years of substantive related technical experience required.
• Prior managerial experience in an IT services environment required.
• Demonstrated experience with the following technologies, not limited to client / desktop engineering, audio / visual (AV), support, and client services required.
• 8+ years of proven experience planning and managing operational processes for maximum efficiency and productivity.
• Experience streamlining and implementing new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
• Experience with budget and business plan development.
• Proven experience developing innovative solutions for increased productivity.
• Experience measuring success across multiple functions.
• Masterful organizational, communication, and leadership skills, demonstrated by professional success.
• Working knowledge of data analysis and performance metrics.
• Strong customer service orientation with the ability to explain technical concepts to non-technical users.
• Ability to motivate and direct a team of staff which includes members working both in the same office location and remotely in other offices.
• Knowledge of SAS (or other statistical analysis software) a plus.
• To the extent permitted by applicable law, eligible candidates must be authorized to work in the United States without sponsorship or restriction, now and in the future.

Analysis Group embraces diversity and equal opportunity in a deep and meaningful way. We are committed to building teams that represent a variety of backgrounds, perspectives, and skills.

The more inclusive we are, the better our work will be.

We provide equal access and opportunities regardless of sex, sexual orientation, gender, gender identity, gender expression, age, religion, race, color, ethnicity, national origin, ancestry, mental and physical ability or disability, medical condition, genetic information, citizenship status, socioeconomic status, veteran and military status, or membership in any other class protected under applicable law.

We encourage candidates of all backgrounds to apply.

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