Position Details

Type Not Specified

Experience lead

Exp. Years 8+ years

Education Not specified

Category IT Support & Helpdesk

About this role

This role leads enterprise production support operations, focusing on service reliability, incident management, and support maturity. The director will oversee global teams and vendor relationships to ensure high-quality technology services.

Key Responsibilities

Set strategic direction for support operations
Lead global support teams
Ensure ITIL-aligned practices
Drive automation and observability
Partner with vendors

Technical Overview

The position involves managing IT support teams, implementing ITIL practices, utilizing tools like ServiceNow, and driving automation and observability initiatives to improve operational resilience.

Ideal Candidate

The ideal candidate is a senior IT support leader with at least 8 years of experience managing enterprise production support teams. They possess strong knowledge of ITIL practices, support automation, and vendor management, with a focus on improving service reliability and operational maturity.

Must-Have Skills

8+ years of enterprise production support or IT operationsleadership of technical and business support teamsITIL practicesglobal vendor support managementchange managementcommunication skills

Nice-to-Have Skills

enterprise observabilityapplication performance monitoringCMDB governanceservice mapping

Tools & Platforms

ServiceNowJiraITILITSM

Required Skills

ITILServiceNowincident managementproblem managementchange managementconfiguration managementmonitoringobservabilityroot cause analysisautomationdashboards

Hard Skills

ITILIT Infrastructure Libraryincident managementproblem managementchange managementconfiguration managementITSMServiceNowDevOpsSRESite Reliability Engineeringmonitoringobservabilityroot cause analysisautomationdashboards

Soft Skills

leadershipcommunicationcollaborationinfluencingproblem-solvingstrategic thinking

Industry & Role

Industry Healthcare IT

Job Function Lead enterprise support operations to ensure reliable and resilient technology services.

Role Subtype Help Desk L2

Tech Domains ITIL, Support tools, Monitoring tools, CMDB

Keywords for Your Resume

Technical Support Directorproduction supportITILServiceNowSite Reliability EngineeringSREmonitoringobservabilityroot cause analysisautomationdashboardsincident managementproblem managementchange managementconfiguration managementglobal vendor supportsupport maturityservice reliabilityresiliencyoperational excellencesupport operationsvendor management

Deal Breakers

Less than 8 years of relevant experience, Lack of leadership experience in support teams, No familiarity with ITIL or ITSM tools, Inability to manage global vendor relationships

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Technical Support Director - Production Support - Hybrid

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