Director, IT Service Desk

Job Description

WHO WE ARE

The Information Technology and Media Production Technology team is seeking a Director to oversee our IT Service Desk team. The Service Desk team is responsible for creating a seamless user experience to allow our colleagues to produce high quality work without having to think about technology hurdles. This position reports to the SVP, Information Technology while working closely with members from the IT/MPT department and internal business leads.

Vox Media is a leading modern media company. We guide our audience from discovery to obsession. We inspire essential conversations about what's now, what's next, and what's possible.

As a community of journalists and storytellers, business professionals, creators and technologists, we believe it is a moral and business imperative to amplify voices: to cultivate diversity, equity, and inclusion throughout our organization and media. This applies to our candidates, our teams, our storytelling, our creative work, and our platforms, products, and partnerships.

WHAT YOU'LL DO
• Manage a team of help desk professionals as well as external consultants to deliver high-quality solutions and results to the business.
• Collaborate and partner with the team in order to address and resolve escalated issues and problems.
• Develop project plans and schedules to ensure constant coverage of multiple offices
• Manage service desk operations budget as well as roadmap in order to deliver projects on time and within budget.
• Actively participate as a member of the IT leadership team (Information Security, Post-Production, and Production Technology) on major initiatives and quarterly planning meetings to ensure alignment across the organization.
• Ensure that processes used by the service desk team are well-documented and communicated
• Maintain an up-to-date and detailed inventory of all Vox Media-owned computers and mobile devices.
• Establish, maintain & continually improve customer relationships and satisfaction regarding IT customer service and support

WHO YOU ARE
• Bachelor's degree or equivalent experience in a related technical field preferred
• 4+ years of experience in a service desk management capacity.
• High level of adaptability and agility in responding to rapidly changing IT environments, ensuring continuous improvement and the ability to effectively manage and implement new technologies and processes.
• Strong leadership, self-starter, interpersonal, and presentation skills with the ability to handle multiple, high-priority projects with a keen attention to detail.
• Experience in strategic and tactical decision-making that reflects good judgment, creative problem-solving skills, and resiliency.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders
• ITIL certification is preferred, but not required

WHERE YOU'LL WORK

This job is located in our New York City office

PAY TRANSPARENCY

The salary range listed below represents the minimum and maximum base pay for this position at the time of this posting. Final salary offered to the candidate selected for the position will be based on factors including but not limited to the candidate's skills and experience.

Pay Range

$140,000 — $160,000 USD

Jobcode: Reference SBJ-r042z1-18-117-107-150-42 in your application.