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We are seeking a Director, Global Network & Service Desk Operationsto join us at Company in El Paso, TX. This position can also be based in our Marlborough, MA, New York, NY or Southaven, MS Company website an impact supporting world-class brands including our 8 leadership brands: OXO, Hydro Flask, Vicks, Braun, Honeywell, PUR, Hot Tools, Drybar. Our outstanding products elevate people’s lives everywhere, every day.
*Relocation assistance may be offered to candidates residing outside of the El Paso, TX area.
This position is temporarily eligible for Work from Home until our offices reopen in El Paso, TX, Marlborough, MA, New York, NY and Southaven, MS, currently targeted on 9/1. Once our El Paso, TX, Marlborough, MA, New York, NY and Southaven, MS offices reopen, this position is not eligible to be Work from Home, and you will be required to report to the office Monday-Friday.
What contribution will I make to Company?
The Director of Global Network & Service Desk Operation is responsible for setting up strategic vision for all aspects of the global data and voice communication, and for maintaining and supporting the Service Desk and End User Support functions including managing staffing requirements, optimizing processes and technology, and ensuring a high availability of related systems and services. The person will also work closely with other leaders in IT Operations including information security personnel for cyber security, data center personnel on high availability and with operations staff in China for end user support. This position requires deep and broad technical skills combined with exceptional customer service and project management skills. This position reports to the Vice President of Global IT Operations.
What you'll be doing
Strategy & Planning
Work with stakeholders to define business and systems requirements for new technology implementations.
Work with different business units at the director level to align business and IT.
Ensure the efficient utilization of IT resources – including personnel and equipment – across multiple global locations.
Oversee all reports and documentation related to network operations.
Develop global maintenance schedules for network and systems equipment.
Examine, refine, and develop the existing monitoring and response metrics.
Ensure best practices are established for effective problem resolution for a high availability, 24/7, global environment.
Develop, implement, and maintain all key global functional policies and procedures, including those for network architecture, standards, purchasing, monitoring, and service provisioning.
Acquisition & Deployment
Plan, procure and deploy end-user devices per company’s Annual computer replacement policy.
Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including network switches firewall and associated hardware.
Define global short and long-term strategies for global data and voice communications to ensure global infrastructure capacity meets current and future requirements.
Approve purchase of equipment and supplies in order to meet operational requirements of the business.
Analyze existing operations and make recommendations for the improvement and growth of the network infrastructure and related IT systems.
Conduct research and remain current with the latest technologies and solutions in support of global infrastructure procurement efforts.
Develop requests for proposal.
Measure and improve customer satisfaction, handle customer escalations, perform problem management processes, including root cause analysis and identifying and implementing corrective and preventive actions, ensures appropriate availability and reliability of IT network components.
Practice asset management for IT hardware, software, and equipment.
Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions across multiple global locations.
Ensure change management practices conform to organization-wide standards.
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
Assist in the provisioning of end-user services, including help desk and technical support services.
What are the requirements for consideration?
University degree in the field of computer science or information systems and 10 years related work experience.
Valid passport needed for travel overseas.
Strong technical knowledge of Cisco Data & Voice communication technologies.
Strong technical knowledge of current network hardware, protocols, and standards, including MPLS, Cisco IOS, Cisco Firewalls.
Strong technical knowledge of and experience in cyber security.
Proven experience in building and managing virtual teams.
Proven experience in global management of both infrastructure and staff.
Excellent understanding of the organization’s goals and objectives.
In-depth knowledge of applicable data privacy practices and laws in multiple countries.
Experience in successfully using project management tools to execute large scale global projects. Strong understanding of project management principles.
Experience managing vendors and contracts.
Strong understanding of human resource management principles, practices, and procedures.
Strong leadership skills.
Excellent written and oral communication skills.
Excellent interpersonal skills.
Ability to conduct and direct research into IT issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Proven experience developing business cases and departmental budgets.
Good business judgment.
Highly self-motivated and self-directed.
Keen attention to detail.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Extensive experience working in a team-oriented, collaborative environment.
Potential 20% travel time required.
Due to global presence and time zone difference and appropriate meeting times, occasional extended work hours may be required.
Applicants must be authorized to work in the United States on a full-time basis.
Company is an Equal Opportunity / Affirmative Action Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
If you, as one of our employees or as an applicant for employment, have any questions about our Affirmative Action Plan, please contact Human Resources during regular business hours.
Incorporated in 1968, Company has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®, Drybar®. Most of these brands rank 2 in their respective categories.
We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.
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