Senior Director, Workplace Support

 

Reporting to the SVP, Business Technology, the Senior Director of BT Support Services will lead a global team of over 80 employees and contractors, and will be responsible for the management of the global user support teams, including End User Support, CxO Support, Employee Onboarding, AV Management, and IT Service Management. This role requires in-person onboarding and travel to our San Francisco, CA HQ office during the first week of employment.

 

What you’ll be doing 

• Global End User Support
• Monitor service desk metrics and key performance indicators (KPIs), analyze trends, and identify areas for improvement to enhance service quality and customer satisfaction.
• Proactive and Predictive Support-Anticipating user needs and preventing issues before they arise. 
• Empowering Self-Service Solutions-Enhancing user independence through intuitive self-service options. 
• Omni-channel experience-Providing seamless support across multiple communication channels. 
• CxO Support
• Provide strategic executive support, ensuring high availability and performance of IT services for senior leadership.
• Exceptional Customer Service - Delivering unparalleled support tailored to executive needs.
• Employee Onboarding
• Works with People Operations to onboard new employees and contractors in-person and virtually 
• Design and deliver technology training programs for end users and promotes the adoption and effective use of IT tools and resources.
• AV Management
• Direct the AV services, enhancing the quality and reliability of multimedia support across the organization.
• IT Service Management
• AI and automation integration-Leveraging technology to streamline processes and improve efficiency. 
• Mastering shift-left via repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues. 
• Self-Healing and ITSM Flow Integration- Implementing solutions that automatically resolve issues and optimize service management.
• Serve as an escalation point for complex or critical incidents, ensuring timely resolution and effective communication with stakeholders.
• Cultivating a stellar support team
• Building and developing a high-performing team of top-notch support professionals. 
• Creating a strong organizational culture of operational excellence, employee experience, Establish KPIs
• Sets strategy and direction for IT support services to include best practices for service teams and to improve processes for automation and efficiency.
• Handle budgeting and metrics: Draft the annual IT budget, assist in planning, and maintain metrics for continuous improvement and high user satisfaction.

 

What you’ll bring to the role

• 15+ years of relevant IT experience, with at least 10+ years of experience managing an IT organization or infrastructure group in a high-tech company
• IT Service Management experience
• Global support management experience
• Budget, vendor management 
• Proven ability to adapt to evolving business needs and pivot when necessary to meet changing priorities
• Demonstrated resilience under pressure and ability to maintain focus in high-stress situations

"This role requires in-person onboarding and travel to our San Francisco, CA HQ office during the first week of employment."

 

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies: