ObjectiveThis Sr. Director reports to the Vice President of Support Services and is responsible to develop, lead, mentor and coach the Support Service Tier II, Tier I and Operation Managers. The Sr. Director responsibilities include building innovation process improvements to deliver excellent technical support with outstanding customer service, satisfaction and timeliness within the organization's budget. This position has frequent contact with customers, direct reports, peers and independent vendors. The Sr. Director will proactively determine solutions for all (Enterprise Wide) Lines of Business - scope includes hardware delivery, support services, processes and systems. A key focus will be creating multi-year plans and commitments with software and hardware inventory (ITSM), and budget management.Duties and Responsibilities Develop a project / business plans related to key team goals and business interest for the Randstad Support Service organization.Ensure customer service levels and ITSM metrics remain within Randstad SLA Guidelines.Recruit, manage, train and motivate direct reporting staff according to company procedures, policy and employment law.Responsible for the performance and development of Team Managers, Leads and other team staff.Attend and present at customer, internal meetings or 3rd party events to build Support Service branding.Oversees the creation and presentation of proposals and RFP responses to ensure timely, accurate and competitive pricing while striving to maintain maximum savings.Plan, manage and oversee Service Interruption management (SIM) internal communications and awareness of corporate direction, mission, and strategic pillars.Conducts one-on-one review with all Team Managers and Leads to build more effective communications, to understand team issues, concerns, support and development needs, and to provide insight for the improvement of team performance.Controls expenses to meet budget guidelines.Oversee and maintain administration and relevant reporting for key Support Service Enterprise systems such as Ivanti, Sailpoint and Yellow AI..Understand all Randstad IT service offerings and mission and be able to effectively articulate to the Manager and team members.Stay abreast of current market trends related to the Support Services.Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.Performs other duties as assigned. Education High School or GED4 Year / Bachelor's Degreeor equivalent experience PreferredITIL Training or certification PreferredTraining or classes in information technologies Work Experience 7 years experience in: Experience managing, supervising, leading and developing a technical support teamLeadership level experience (manager of managers) in an IT operations or technical support function (multiple teams)Executive level support for line of business, solving for both operational and business problems 10 - 20 yearsRelevant user support with a strong customer service orientation and proven support experience in a corporate environment5 years Experience in project management5 years Experience as Project Lead (preferred)5 years Experience in creating and maintaining budgets in a corporate environment Knowledge, Skills, and Abilities Ability to fill in and lead across entire Infrastructure team as neededProject and Time Management - understand and utilize the basics of project management, constraints of time, quality, communication and resources to maximize outcomeStrong customer focus and customer service skillsStrong organization skills, as well as verbal and written communication and organization skills to both technical and non-technical team members (Tier 1, Tier II, Account Automation)Possess strong interpersonal skills and demonstrated ability to analyze, explain, and draw logical conclusions from complex operational, financial, regulatory or business dataMust be detail oriented with a concern for quality expressed by continually initiating system and process improvementsStrong knowledge of commonly-used concepts, practices, and procedures in the support of desktop and laptop technology and application systemsGood understanding of how processes and process ownership affects technologyProvide leadership by projecting a positive attitude, mentoring and providing learning incentives. What's in it for you: Largest global staffing leaderCompetitive salary + bonusExcellent benefits package - medical, dental, visionGenerous PTO policy earned from day oneEducation and professional developmentRapid career growthRetirement savings and securityEmployee stock purchase planPaid parental leaveShort and long term disabilityEmployee assistance program and health advocacyHealth and dependent care flexible spending accountMetlife auto and home insuranceMetlife legal planReferral reward programExclusive discounts and programs with dozens of nationwide vendors and retailers At Randstad, we love to celebrate our hardworking diverse teams demonstrated through our ongoing commitment and diversity awards. Ranked as a 2022 DiversityInc Top 50 company, a Human Rights Campaign 2022 Best Places to Work for LGBTQ+ Equality, a Military Friendly company for Veterans, Military Spouses & Suppliers, and a 2022 Staffing Industry Analyst Top 50 Diversity, Equity & Inclusion Influencer to name a few. We are proud of our collaborative culture which is at the heart of Randstad. When you join Randstad you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join a winning team!Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact firstname.lastname@example.org.For certain positions, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable state/local mandates, subject to approved medical or religious accommodations. Ask your Randstad representative for more information.