IT Director - End-User Services

About the role:

Socure is seeking a seasoned and strategic IT Director to join the IT Organization in leading the End-User Services Teams. The ideal candidate will develop a strategic vision, strategy, and roadmap to guide the end-user services teams in developing metrics, timely support, and mature processes. The candidate must be passionate about end-user services and obsessed with customer happiness. The person in this role must possess expertise in industry best practices and emerging technologies with a focus on designing technology implementations and ongoing improvements. Will partner with other business units to ensure the best tools, processes, and software solutions are put in place to support the business in growing and scaling. The candidate will be a hands-on, results-oriented leader with broad technical expertise who can build strong cross-functional relationships and drive the successful completion of IT initiatives from beginning to end. The candidate must demonstrate exceptionally strong leadership, with seasoned experience in hiring, coaching, and building highly effective teams.

Responsibilities:

• Lead the End-User Services teams in providing quality services to Socure users through diligent management of applications and tools such as GSuite, OKTA, JAMF, Backblaze, MDM, automation…etc., in combination with mature policies, documentations/runbooks and well-thought-out operating procedures.

• Identify opportunities for optimization, redesign, or process improvement with a focus on end-to-end business processes. Expert usage of cohesive/complementary software solutions, collaboration systems, and internal tools.

• Partner with business stakeholders, vendors, and IT management to provide a strategic vision for new and supported applications. Create system roadmaps and business processes.

• Be an advocate for end users, always striving to make processes and services available and easy to use for the user community. Develop end-user training and ways to increase user adoption of new tools, software, and processes.

• Lead, prioritize, and manage simultaneous projects. Balance competing constraints including but not limited to scope, quality, scheduling, budgeting, resources, and risks to achieve optimal results.

• Build a strong technical culture throughout the end-user services teams that emphasizes technical excellence, rapid iteration, strong security, and frictionless user experiences.

• Lead and participate in company-wide software acquisition, implementation, and Change Management process board.

• Define ongoing monitoring program to maintain the right level of hardware inventory and software licenses based on general usage and special projects.

• Define and maintain KPI, monitoring work and measurable results to ensure that departmental and organizational objectives are met and are in line with the needs and mission of the organization.

• Build and lead highly effective teams. Hire top talents, identify employee career development opportunities, ensure team engagement, set goals, mentor/coach, and determine measurable goals and achievements.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or related field

• 7+ years of senior management experience leading Information Technology teams with staffing on shore and offshore

• Demonstrated leadership establishing and executing strategic roadmap and business plans commensurate with the business objectives

• Broad and extensive proficiency of technology architectures, strategies, methodologies, processes, and tools

• Experience working in a highly regulated environment (SOC, FedRAMP, ISO)

• Extensive automation experience

• Workday automation experience - nice to have

• Effective communications skills with the ability to traverse and influence at all levels within the company

• Sophisticated interpersonal skills, including excellent written/oral communications and presentation skills; effectively communicate across all levels of the Company

• Strong organizational, analytical, and critical thinking skills