The Director, Information Technology – End User Services role is responsible for the strategic direction of Desktop Engineering, End User Services, Virtual Desktop Infrastructure and End User Operations in support of business needs. You will lead Rheem’s end user service delivery and support efforts. This is a critical role in ensuring the effective delivery of endpoint support services to our global team members. You will be responsible for managing service teams, maintaining strong vendor relationships, and driving service excellence. This role requires a strong blend of technical knowledge, leadership skills, and a customer-centric mindset.

This position will serve our Enterprise Division, located in Atlanta, GA.

WHAT YOU’LL DO

• Design, maintenance and support of all desktop technologies and users across multiple physical and remote locations.

• Work closely with IT and business teams to align global IT initiatives with business goals

• Transform and lead the global technology support organization, providing world class support for technology applications, infrastructure, and processes.

• Organize and direct the efforts of the shared global service desk and on-site support teams.

• Plan, direct and coordinate operations of the Service Desk, ensuring the provision of a single point of contact for the resolution of incidents, the continual monitoring of live systems and the processing of all trouble tickets related to defects and incidents.

End User

• Operate support teams worldwide to provide local technology support for IT and plant/warehouse technology in 24×7 environments

• Establish and operate a world class global service desk to provide consistent, high-quality support to Rheem employees worldwide

• Manage End User Services (EUS) operations, vendor management, and total cost of ownership globally

• Develop, document, and analyze EUS-associated KPIs for internal team(s) and vendors

• In coordination with the IT Service Improvement Lead, implements processes to continually improve the functions of the Service Desk to provide superior support to the corporation

• Lead service desk initiatives through continuous improvement

• Oversee and direct the onboarding, off-boarding, and training compliance for 3rd-party vendors supporting end user technologies

Service Desk

• Ensure that incidents/requests submitted to support queues are assigned, escalated to other teams if needed, and resolved within in 24×7 environments

• Develop incident/requests SLA reports for End User Services Lead

• Manage and implement processes to continually improve the functions of the Service Desk to provide superior support

• Manage a team of global Service Desk employees to provide Customer Support for all internal Information Technology activities and functions

• Collaborate with Managed Services Providers to resolve incidents/requests submitted in support queues

• Develop and maintain formal procedures for Service Request Management

• Work with IT stakeholders, pursuing opportunities to leverage technology to achieve IT objectives.

• Introduce and leverage industry standard reporting metrics through usage of KPI’s, SLA’s and OLA’s

• Create and implement policies and procedures to maintain the efficient operation of Desktop Engineering, End User Services and End User Services Operations teams.

• Collaborate with the IT Infrastructure and Information Security teams to improve and enhance desktop security.

• Work to continuously improve existing End User Services and Desktop Engineering processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service.

• Partner with the Sr Director, Digital and IT Infrastructure to develop IT goals, objectives, and priorities.

• Act as an escalation point for end user support requests and incidents; communicate outage and emergency incidents to the organization.

WHAT YOU NEED

• An innovative solution-first spirit and an ability to think creatively.

• Bachelor’s degree in IT or related field.

• 10+ years of experience implementing and operating a global IT service desk and support services

• 8+ years of experience with site support for IT/OT technology in the manufacturing industry

• 8+ years of experience in managing teams

• Experience with defining and maintaining data driven service level metrics across multiple divisions/customers

• Proven experience (5+ years) in IT endpoint delivery management and support.

• Significant Managerial and Project Leader experience

• Excellent communication skills, both written and verbal, and with the ability to communicate effectively with all levels of an organization.

• Understanding of Virtual Desktop Infrastructure (VDI) and best practices.

• Experience working with a managed service provider.

• High level of attention to detail and accuracy required.

• Ability to work collaboratively with cross-functional teams.

• Must be available on an on-call basis to respond to critical issues arising during non-business hours

• Problem-solving ability and customer-centric outlook

• Strong executive presence and communication skills

• High technical aptitude

• Able to work with cross-functional teams (e.g., product managers, engineers, business teams) and external subject matter experts

• Passionate about building and owning innovative, customer facing services/products.

• Great presentation and communication skills

• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.

HOW TO STAND OUT

• Master’s degree in IT, Business Administration, or related field.

• HVAC / Water Heating industry experience preferred.

• Certifications: ITIL Managing Professional (MP) or Master