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

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  Lead the Global Service Desk and On-site Client Support Teams.
  
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  Develop and maintain IT Service Management policies and operating procedures.
  
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  Accountable for standard Senior D&IT report-outs and financial budget planning.
  
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  Translate strategy into efficient and effective goals and operating plans.
  
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  Develop and own the Service Management systems roadmap, including ServiceNow capability improvements.
  
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  Establish processes and policies to build a high-performing organization.
  
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  Manage IT infrastructure purchases, agreements, and vendor relationships.
  
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  Drive continuous improvement and set goals for teams to enhance processes.
  
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  Oversee project management methodologies across the Infrastructure team.
  
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  Empower and support direct report management team in their functional responsibilities.
  

Requirements

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  Bachelor's degree in Computer Engineering, MIS, Computer Science, Industrial Design, Business, or related fields.
  
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  15+ years of progressive IT infrastructure experience.
  
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  7+ years of IT infrastructure leadership experience managing teams across global service desk and client support.
  
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  Direct experience with ServiceNow, Jira, Kanban, and Microsoft Teams preferred.
  
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  Proven process and operations mindset with a focus on critical KPIs.
  
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  Strong leadership, customer focus, and analytical skills.
  

Nice-to-haves

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  Experience in a growth-driven and fast-paced organization.
  
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  Ability to collaborate and influence in a cross-functional environment.
  

Benefits

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  401(k) matching
  
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  Dental insurance
  
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  Employee discount
  
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  Employee stock ownership plan
  
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  Gym membership
  
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  Health insurance
  
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  Life insurance
  

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