Director - IT Srvcs

Description & Requirements

Maximus is seeking a Director - IT Systems to provide leadership and guidance over of a highly technical team of engineers and senior engineers that manage Maximus' Enterprise Solutions which includes endpoint patching, software delivery, endpoint encryption, end user technology, A/V conferencing solutions, structured cabling, Intune, MECM infrastructure, AWS file and print services and Bomgar remote access tool.

This position reports to the Vice President of IT Services.

Essential Duties and Responsibilities:
- Oversee customer service functions and staff on a daily basis to ensure that excellent customer service is provided to customers and stakeholders.
- Interact with different levels of external and internal customers.
- Manage assigned team facilitating training, quality assurance, and dispute resolution by providing ongoing supervision and by developing their leadership skills to meet business needs.
- Receive call volume forecast and determine how to use resources to meet key performance metrics and manage overall call center scheduling and determine/adjust resources to successfully meet contract requirements.
- Generate daily, weekly, monthly, quarterly, and yearly reports based upon management requests.
- Play an active role in day-to-day management of the EOC so as to be knowledgeable and aware of all issues, concerns, and requirements.
- Approve time sheet, develop team schedule and other assigned duties.
- Perform other duties as assigned by leadership.

• Provide leadership and guidance over endpoint patching, software delivery, Intune, MECM infrastructure, and the end user technology teams, effectively implementing business strategies and achievements of quality, profit, growth, and other desired objectives.

• Foster a culture of collaboration, innovation, and continuous improvement within the IT department.

• Set goals and objectives for team members and coach as needed to achieve expectations.

• Help establish, implement, and maintain enterprise-wide IT services approaches, methodologies, plans, and reporting materials to support the enterprise's development.

• Develop and generate daily/weekly/monthly management reports and other ad hoc reports, as needed.

• Train and review policies and procedures with direct reports, stakeholders, and customers.

• Interact and build rapport with different levels of internal and external customers.

• Collaborate with engineering staff on a weekly/bi-weekly basis to discuss the system's needs, open action items, and pain points and ensure team members have all the resources they need to be successful.

• Interact with different levels of internal customers and serve as a point of escalation.

• Help team members grow in their career paths and provide mentorship and guidance.

• Interface with various internal groups such as corporate security, telecom, network operations, VDI Operations, and server admin groups.

• Manage the IT syst...