Director, Information Technology

Your Impact

The Director of Information Technology is responsible for leading and managing the Service Desk team, overseeing the delivery of IT services, and ensuring the provision of high-quality support and proactive management of IT operations. This role involves strategic planning and execution to optimize people, processes, and tools, as well as the selection, procurement, and maintenance of hardware and software inventory. The Director plays a crucial role in maintaining a reliable and efficient IT infrastructure, ensuring seamless service delivery to end-users and stakeholders, and aligning IT initiatives with the organization's overall goals and objectives.

What You'll Do

• IT Leadership and Service Optimization: Leads, mentors, and recruits a diverse and global team of IT professionals, including IT Administrators and Service Desk staff, fostering a high-performance culture. Develops and maintains Service Level Agreements (SLAs) and prepares comprehensive reports on IT infrastructure and Service Desk performance. Designs and implements robust training programs to accelerate the productivity of new team members.
  
  
• Strategic roadmap development and execution: Collaborates closely with Business Units to identify areas for technological improvement and innovation. Directs and oversees work activities to design, implement, and maintain technology solutions that align with business objectives. Ensures that projects are delivered on time, within budget, and meet quality standards.
• Service Management and Inventory Control: Oversees, optimizes, and maintains the IT Service Management (ITSM) toolset. Ensures the accuracy and integrity of hardware and software inventory, collaborating with the infrastructure team to establish and enforce hardware standards. Proactively manages vendor relationships to optimize costs, mitigate risks, and ensure access to essential tools and services.
• Technical Expertise and Documentation: Directs and oversees support for the entire catalog of IT workplace applications, networks, and hardware. Provides strategic administration and technical guidance for SaaS applications such as Okta, Google Workplace, Zoom, and Slack. Leads the design and delivery of IT infrastructure in AWS. Creates and maintains detailed and comprehensive documentation for IT processes and end-user knowledge, ensuring that complex technical solutions are well-documented and easily accessible.
• IT Process Management: Serves as the service owner and incident manager for all major IT incidents, ensuring timely and effective resolution. Oversees the problem management process, ensuring that issues are identified, resolved, and that Root Cause Analysis (RCA) is conducted appropriately. Leads the Change Advisory Board (CAB) and ensures that all IT changes are managed to minimize risk to the organization.

Who You Are

• 15+ years of experience delivering and supporting IT solutions in a corporate environment, with 8+ years in a leadership role.
• Demonstrated progressive experience in the management and mentorship of a global technical support team.
• Extensive experience working in an ITIL-driven environment and a deep working knowledge of ITIL principles and processes.
• Extensive experience deploying and supporting SaaS applications such as Okta, Google Workplace, Zoom and Slack.
• 5+ years of managing cloud infrastructure (AWS, GCP etc), Identity and Access Management solutions (Okta, Sailpoint) and Corporate networking (Meraki).
• Proven vendor management and negotiation skills.
• Exceptional customer service skills
• Deep knowledge of and troubleshooting experience with macOS and Windows 10.
• Excellent relationship management and performance enablement skills
• Proven analytical and problem-solving skills
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

Even Better If You Have…

• ITIL v4 certification or equivalent
• Okta certifications
• AWS Certifications

Perks of DISCO 

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k) 
• Competitive salary plus RSUs
• Flexible PTO 
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company