Full Time Job

Director, Service Desk


Arlington, VA 08-01-2022
  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description
Director, Service Desk (On-site)

Department: Infrastructure & Operations
Corporate Area: Technology & Operations
Status: Full-time/Regular/Exempt
Supervisor: Sr. Director, Infrastructure & Operations

Position Overview:

PBS is a membership organization that, in partnership with its member stations, serves the American public with programming and services of the highest quality, using media to educate, inspire, entertain, and express a diversity of perspectives. PBS empowers individuals to achieve their potential and strengthen the social, democratic, and cultural health of the US Here is your opportunity to make a difference, by joining the PBS team and helping us enhance how we deliver our mission. PBS is seeking a change agent to lead the Service Desk, which is part of the Software Development & Operations team (SD&O), within the larger Technology & Operations corporate area (T&O), led by the CTO.

The Director, Service Desk provides leadership, coaching, supervision, and strategic direction to the team responsible for eservice desk operations. This position plays a critical role in customer satisfaction with end-user devices, telephony, software, and licensing. This includes providing prompt and accurate phone and in person support for all PBS employees, developing self-service resources so that staff can resolve their own issues whenever possible, and ensuring the availability of desktop hardware and applications in a mixed Windows and Mac environment.

The Director, Service Desk will manage to Service Level Agreements and report on Key Performance Indicators, ensuring the Service Desk team meets or exceeds stated SLAs and KPIs. The Director, Service Desk oversees the execution of multiple plans and projects aimed to achieve strategic goals for SD&O

Key responsibilities will include, but are not limited to:
• Oversee daily operations of PBS's Service Desk to ensure end users and business teams receive the support they require

• Manage staff of technical support specialists, monitor health and performance of operations to ensure tickets are addressed in a timely manner, and serve as the Service Desk liaison for business impacting projects

• Provide input to business on key technology initiatives through strategic planning and budget management

• Provide mentoring to staff, deliver continuous improvement of service delivery, and keep pace with changing business requirements

Requirements for success:
• Bachelor's degree is required

• HDI certification desired

• Certification in ITILv4 Service Lifecycle Management desired

• Minimum 8 years of subject matter experience and 4 years of leadership experience leading an ITIL-aligned service desk

• Experience supporting and troubleshooting Windows and Mac laptops

• Experience supporting Apple iPhones and tablets

• Experience with Microsoft Active Directory, Azure Office 365 technology stack, and Microsoft Intune

• Experience with VOIP telephone systems and Multi Factor Authentication

• COVID-19 vaccination required by date of hire to be considered. Proof of vaccination required

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.

Jobcode: Reference SBJ-gkpy3p-44-197-230-180-42 in your application.

Company Profile

PBS and our member stations are America’s largest classroom, the nation’s largest stage for the arts and a trusted window to the world. In addition, PBS's educational media helps prepare children for success in school and opens up the world to them in an age-appropriate way.