Description

LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Collegiate, Hospitality, Global Merchandise, and Attractions – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

THE ROLE

The Director of IT Service Management has overall responsibility at Legends for the development and implementation of ITSM processes and strategies in alignment with business needs. Reporting to the SVP, Enterprise Solutions, the successful candidate will lead a team providing support across our corporate and distributed locations. Working with our shared services and infrastructure teams, the role involves creating and managing SLAs to drive end user satisfaction, operational best practices and continual improvement. You will help drive the organization towards self-service and automation and foster a culture of continuous improvement and collaboration. This role will set the tone for employee and client service and drive performance to position the enterprise solutions team as a trusted partner for the business.

ESSENTIAL FUNCTIONS

• Define and implement the approach to drive the adoption of ITSM best practices

• Drive continuous improvements, measurement and SLAs

• Drive continuous improvement around Incident, Problem, Change and Request management

• Build, publish and measure SLAs for key end user and application interactions

• Leverage ITSM to help raise quality across all of Enterprise Solutions

• Manage local and remote team members

• Drive efficiency and effectiveness of the help desk and related teams

• Grow and measure end user satisfaction levels

  QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Technology degree or similar work experience

• Extensive knowledge of ITSM principles

• Working knowledge of ITSM platforms such as Fresh works or ServiceNow

• Microsoft office suite

• IT Management tools (e.g. Active Directory, System Center)

  DESIRED EXPERIENCE

• Minimum of 6+ years in ITSM, Technology or operational support

• Ability to drive the bus, lead and motivate teams

• Creation and implementation of SLAs and best practices

• Help Desk leadership

• 2+ years supporting an organization with distributed locations and cloud presence

  COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.