Sr. Director, Technology Services

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Nashville, TN


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

keywords: position summary,position details,leadership,performance,support,quality assurance,education & experience,knowledge

Full Time

$128,000.00/Yr. - $142,000.00/Yr.

Overview: <p>Connection has a fantastic opportunity through our Technical Staffing division for a Sr. Director, Technology Services in Brentwood, TN. This is a full-time opportunity and offers outstanding benefits.</p> <p>As the Senior Director of Technology Services, you will be at the helm of our Technology Support Center, Desktop Support, Field Engineering, and Enterprise Engineering teams. You will design, plan, and implement large-scale technology and operational projects across all departments, ensuring seamless execution of the Program Management Office methodology. Your leadership will extend to managing both employees and external vendors, fostering a collaborative and high-performing environment.</p>
Responsibilities: <ul> <li>Supervise and evaluate staff performance, provide training, and resolve issues effectively.</li> <li>Develop work schedules and approve leave requests, ensuring optimal team performance.</li> <li>Lead the design, planning, and implementation of large-scale technology projects and portfolios, including PC and printer upgrades.</li> <li>Ensure project alignment with strategic goals and timely execution.</li> <li>Oversee the Technology Support Center and Field Engineering teams to ensure prompt resolution of technology issues.</li> <li>Monitor service quality through call monitoring, ticket review, and real-time survey analysis.</li> <li>Lead project meetings, provide updates to executive leadership, and maintain strong relationships with facility and FSC management.</li> <li>Collaborate with managers and system administrators to address and correct root causes of trends affecting customer experience.</li> <li>Advise the CIO on service status through briefings, information portals, and statistical reports.</li> <li>Serve as a direct liaison with executives and the Board of Directors for secure electronic material delivery.</li> <li>Direct Field Engineering team efforts on contract compliance, education labs, law libraries, and state connectivity.</li> <li>Schedule support hours, collaborate on system updates, and educate the support center on known errors and bugs.</li> <li>Negotiate with external vendors, ensuring favorable contract terms and compliance through collaboration with the Legal team.</li> <li>Maintain an understanding of ITIL service management processes, acting as the department representative for ITSM and Change Management.</li> </ul>
Requirements: <ul> <li>Bachelor&rsquo;s degree in Technology, Operations Management, Business Management, or related field is required.</li> <li>Minimum of seven years in technology management with increasing responsibility in leading technology-based projects.</li> <li>Proven track record of managing project portfolios with aggregate budgets of $3M+.</li> <li>At least five years of experience leading a technical service desk and managing field engineering teams.</li> <li>Strong problem-solving, customer service, and analytical skills.</li> <li>In-depth knowledge of ITIL practices.</li> <li>Proficiency in Microsoft Office applications.</li> <li>Domestic U.S. travel may be required.</li> </ul> <br /><br /> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Min</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $128,000.00/Yr.</div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Max</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $142,000.00/Yr.</div> </div> </div>