Dir Technical Support

The CSC ServiceWorks Story

We're the leading provider of commercial laundry services, consumer services technology, and air-vending and EV solutions throughout the United States and Canada. Our Best-in-Class team of 2,500 dedicated professionals' benefit from work that's steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career.

Overview

Position Summary:

Primarily responsible for leading the roadmap and management of all technology infrastructure resources which includes Azure Cloud, Support Operations, On-Prem, Disaster Recovery, Security and End User Compute. The role will

manage a team as well as managed services partners to ensure the operation and maintenance of all business critical systems while seeking to continuously optimize cost.

Key Job Responsibilities:

• Lead, mentor, and coach a team of technical Managers, Specialists and Engineers within a global organization promoting career development and managing the performance of the team.

• Define the Infrastructure and Operations strategy and 3-year roadmap ensuring programs are defined and executed. Gain alignment with senior leadership and key stakeholders. Ensure technology roadmaps for infrastructure and operations services are maintained with timelines, impacts and dependencies communicated.

• Set standards for the environment, design automation for infrastructure, work closely with our technology partners to design best in class implementations, ensure adherence to compliance standards.

• Create a high degree of satisfaction and efficiency in the developer experience by ensuring that levels of automation, innovation, training and feedback are serving the stated and unstated concerns and needs of the Digital Product and Engineering teams.

• Tier 1, 2, and 3 support for company-wide applications, infrastructure systems and services.

• Oversee and manage production systems including backups, performance tuning, fault resolution, capacity planning, & root cause analysis across multiple sites, platforms & operating systems. Coordinate & execute after-hours maintenance activities.

• Partner with security and application teams to ensure infrastructure is secure and meets the business needs.

• Establish industry best practices that are right sized for the organization to manage risk, meet business needs and deliver services and solutions successfully.

• Define SLAs for infrastructure and operations and ensure adherence to defined metrics.

• Ensure disaster recovery plans are in place, updated as needed due to business, environmental or regulatory changes and are exercised as defined.

Key Management Responsibilities:

• Recruit, hire, and manage assigned team

• Implement, communicate, and maintain Company practices, policies, and procedures with team

• Strong interpersonal skills including excellent written and verbal communication skills; listening and critical thinking; presentation skills, facilitation skills.

• Ability to establish effective working relationships with stakeholders at all different levels.

• Flexibility during organizational and/or business changes.

• Effective problem-solving skills with attention to detail.

• Customer Service oriented.

• Effectively disseminates information to appropriate audiences verbally and in writing.

• Ability to actively gather appropriate level of participation and input to decision-making and foster it within teams.

• Advanced skills and knowledge in building cloud platforms, leveraging public cloud and container ecosystems..

• Excellent proficiency in a variety of platforms including databases, cloud native architectures and paradigms, continuous build, testing, and deployment platforms.

• Knowledge of networking, compute, storage, IaaS, PaaS solutions, cloud operations, system administration, service desk.

• Effectively influences IT senior leaders and business leaders on industry trends and emerging technologies in anticipation of new business processes and systems; challenge the status quo in support of the technology direction.

• Excellent problem solving, root cause analysis skills.

• Able to readily diagnose system deficiencies and independently design and implement effective solutions to complex technical problems.

• Exceptional management & organizational skills enabling real time prioritization, an effective intake process for the team and a strong ability for holding the team accountable to results.

• Demonstrated ability to take ownership and manage technical projects, including identification of project scope, requirements, deliverables, and coordination of project design and implementation activities.

• Prior experience evaluating and implementing "Best in Class" enterprise-wide security solutions.

• Prior experience leading an Infrastructure team in a SOC 2 regulated company.

• Direct experience improving and scaling an operations team leveraging ITSM and ITIL practices.

Required Education & Experience:

• Bachelor's degree in related field; or 7-10 years related experience and/or training; or equivalent combination of education and experience

• Experience with Azure Cloud

• Experience with PCI Compliance and Security best practices

Required Knowledge, Skills, and Abilities:

• Ability to read, analyze, interpret, and understand general business periodicals, professional journals, technical procedures, financial reports, legal documents, or governmental regulations

• Ability to write reports, business correspondence, and procedure manuals

• Proven ability to effectively present information to management and groups of employees

• Ability to work with a variety of mathematical concepts

• High-level ability to define problems, collect data, establish facts, and draw valid conclusions

• High-level ability to interpret a variety of instructions

• Strong Microsoft Office skills

Benefits & Perks

• Work Life Balance!

• 75% Employer Contribution to Medical, Dental, and Vision insurance

• Health Savings Account with Employer Contribution

• Year-round Work & Paid Training

• Company Paid Life, Short-term, and Long-term Disability Insurance

• 401k with generous Company Match

• Paid Time Off (PTO) & Holiday Pay

• Flexible Spending & Health Savings Account

• Employee Discounts: Travel, Theme Parks, Home & Auto Insurance and more!

• Education Reimbursement Program

• Paid employee Referral program

What we're looking for

CSC ServiceWorks is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran or other protected status.

Minimum Salary

USD $125,000.00/Yr.

Maximum Salary

USD $150,000.00/Yr.