Job Description
We are seeking a talented VP of Operations to lead our IT Help Desk service to new heights. As a strategic leader, you will partner with engineering and customer success teams to build a seamless, adaptable service that combines cutting-edge technology with the personal touch.
Your mission will be to scale our service delivery while maintaining top-tier quality, ensuring that every decision you make directly impacts customer success and employee satisfaction.
Key Responsibilities
* Drive Service Delivery: Ensure our IT Help Desk delivers high-quality, reliable service at scale.
* Optimize Operations: Design and implement systems to monitor performance, improve processes, and ensure operational efficiency.
* Build a High-Performing Team: Hire, mentor, and develop leaders, fostering a culture of accountability, innovation, and continuous improvement.
* Ensure Quality and Care: Oversee quality control programs that balance operational excellence with the human touch.
* Strategize with Data: Leverage metrics and capacity models to drive decision-making, scaling operations while maintaining top-tier quality.
Requirements
* Leadership Experience: 6+ years in an operational leadership role, with proven success in hiring and developing high-performing teams.
* Analytical Prowess: Strong data analysis skills with the ability to turn data into actions that improve performance, and align operational outcomes with company goals.
* Customer-Centric Mindset: Demonstrated ability to develop and execute plans that improve metrics, the quality of service, and customer satisfaction.
* Cross-Functional Collaboration: Skilled in aligning diverse teams to achieve shared performance goals.
* Agility and Resilience: A track record of thriving in fast-paced, complex environments where flexibility and problem-solving are key.
* Industry Knowledge: Knowledge of technologies and the competitive landscape, along with fluency in metrics, budgeting, and capacity modeling.
This is a full-time Director level position within the IT Services and IT Consulting and Software Development function.