Dir, IT Infrastructure (Global Client Support)
About the position
The Director of IT Infrastructure at Polaris Inc. is responsible for leading the Global Service Desk and On-site Client Support Teams, managing a diverse team of approximately 50 individuals. This role focuses on delivering multi-platform technology support and overseeing the advancement of Service Management systems, particularly the ServiceNow application. The Director will ensure efficient operational performance, manage budgets, and lead large-scale infrastructure projects while fostering a high-performing team environment.
Responsibilities
- Lead the Global Service Desk and On-site Client Support Teams. ,
- Develop and maintain IT Service Management policies and operating procedures. ,
- Accountable for standard Senior D&IT report-outs and financial budget planning. ,
- Translate strategy into efficient and effective goals and operating plans. ,
- Develop and own the Service Management systems roadmap, including ServiceNow capability improvements. ,
- Establish processes and policies to build a high-performing organization. ,
- Manage IT infrastructure purchases, agreements, and vendor relationships. ,
- Drive continuous improvement and set goals for teams to enhance processes. ,
- Oversee project management methodologies across the Infrastructure team. ,
- Empower and support direct report management team in their functional responsibilities.
Requirements
- Bachelor's degree in Computer Engineering, MIS, Computer Science, Industrial Design, Business, or related fields. ,
- 15+ years of progressive IT infrastructure experience. ,
- 7+ years of IT infrastructure leadership experience managing teams across global service desk and client support. ,
- Direct experience with ServiceNow, Jira, Kanban, and Microsoft Teams preferred. ,
- Proven process and operations mindset with a focus on critical KPIs. ,
- Strong leadership, customer focus, and analytical skills.
Nice-to-haves
- Experience in a growth-driven and fast-paced organization. ,
- Ability to collaborate and influence in a cross-functional environment.
Benefits
- 401(k) matching ,
- Dental insurance ,
- Employee discount ,
- Employee stock ownership plan ,
- Gym membership ,
- Health insurance ,
- Life insurance