Director of Technical Services

The Director of Technical Services has overall responsibility for end user technical support within Merrill Corporation. Areas of responsibility include Help Desk and Desktop Support (Site Support), including key support processes. This position has four direct reports with a team of over forty staff members. This position will be responsible for all Human Resources related duties such as reviews for direct reports, performance improvement, hiring new employees for the group, and coaching. This position will also guide the group to better support Merrill’s business units and will participate in overall process review and development. The Director will set the pace of the group by proactively maintaining high levels of professionalism and expecting the same from each member of the group.  Environment: · Centralized 24 x 7 Help Desk responsible for internal and external customer support.· Decentralized Site Support personnel in major offices throughout North America. · Wide range of internal and external customer applications supported.· Merrill has 110+ locations world wide and 6500+ computers. Responsibilities: · Provide leadership, direction and guidance that align with the objectives of upper management and corporate policy. Direct and manage priorities for teams.· Provide superior level one Help Desk support to both internal and external customers· Provide level two and level three Desktop support for all US and Canadian sites including packaging and automation· Provide on-site desktop and application support for all Merrill locations through a distributed site support staff.· Create and maintain a list of services, objectives, a strategy, and a plan for the Help Desk and Site Support.  Ensure that all Help Desk and Site Support staff is familiar with these, and encourage participation in the creation of these where possible. · Align, design, and implement key IT management processes with best practices (ITIL methodology) including Incident, Problem, Change, and Asset Management.· Process owner for Change Management including weekly CAB review and approvals, and Change metrics.· Monitor overall performance of all teams, mentor and coach direct reports.· Oversee projects to ensure they follow the corporate project methodology and are completed on time and within budget.· Make optimal use of the Help Desk and Site Support budgets. Ensure that the most effective combination of staff and technology is being employed and explore alternate methods including process improvement and automation.· Maintain relationships with customers to get feedback and suggestions for the Help Desk/Site Support teams to continually improve customer satisfaction with Merrill Technology.· Keep senior management informed of Help Desk and Site Support performance and issues. Skills:· 10-15 years of driving excellent customer service programs in a technical environment.· Help Desk or other customer service management experience.· Familiarity with ITIL methodology.· Extremely organized, able to multi-task and with project management experience.· Customer Service oriented with a sense of urgency and a drive for quality· Superb written and verbal communication skills.· Ability to coach and mentor newer staff· Proven experience training and developing a team.· 4 year college degree required, Masters degree preferred You can learn more about Merrill by visiting www.merrillcorp.com