Director of IT

Overview

On Site
Depends on Experience
Full Time

Skills

Director
Service Desk
Help Desk

Job Details

Role: Director, IT, Global (Contract-to-Hire)
Location: Denver, CO
Type: Contract-to-Hire

Overview:
Lead and build a global IT Service Desk team covering IT Helpdesk, Desktop Administration, Monitoring Critical Systems, and Major Incident Management. Responsible for strategy, operations, and continuous improvement of IT services in a fast-growing global environment.

Top Responsibilities:

  • Build/manage a global IT Service Desk (Helpdesk, Desktop Admin, Monitoring, Incident Mgmt.)

  • Directly manage a team of 10 employees + oversee a recently onboarded MSP managing Level 1 tickets

  • Partner with CIO leadership and business stakeholders to align services with business needs

  • Set and manage SLAs/KPIs; drive improvements in service quality and timeliness

  • Develop policies, processes, and tools to support global IT operations (24x7 coverage)

  • Oversee device management, cloud services, networks, and compliance

  • Implement ITSM and Shift Left strategies (automation/self-service for Tier 1)

  • Act as escalation point for major incidents and customer issues

Must-Have Requirements:

  • Global Service Desk leadership experience (non-negotiable)

  • 10+ years progressive IT/technology experience

  • 7+ years leadership managing a global IT service desk

  • Bachelor s degree or equivalent experience

  • Strong ITSM implementation and ITIL experience (certification preferred)

  • Proven people and budget management, process improvement, and customer service leadership

  • Excellent written/oral communication; able to interact across all levels of the organization

  • Broad technical knowledge across infrastructure, cloud, and end-user technologies

  • Ability to manage multiple priorities under pressure

  • Agile methodology exposure (nice to have)

  • Travel up to 15%

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