Director, IT Service Management - DISH

Company Summary:

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile. 

Department Summary:

Reporting to the SVP of IT Operations, the Director of IT Service Management will oversee multiple operational teams that include Service Desk, Mobility and Mobile Device Management, SaaS applications, PC and Apple Mac support, Desktop support, ServiceNow, Field IT, and IT Service Management processes. This 24/7 team interacts heavily with our business partners and is responsible for resolving issues in a timely manner and providing excellent customer service. This position will set strategic direction for the department, oversee the budget, maintain a stable and reliable environment, and manage vendor relationships. The Director will bring strong leadership skills to a team of approximately 100 resources, but will still be a hands-on working leader. Our ideal candidate will bring excellence in implementing effective governance, delivering enterprise initiatives and providing high-quality end-user support.

Job Duties and Responsibilities:

• Provide leadership and structure to DISH's IT Device, End User, and Service Management processes.
• Attract, retain, and develop top talent.
• Develop an environment that empowers teams to perform at their best.
• Define and document Operational, Service Desk, and white-glove processes.
• Effectively mediate conflicts quickly and drive toward effective solutions.
• Guide support teams to adopt, support, and promote enterprise SaaS applications.
• Research new/future technologies for customer service automation support efficiencies.
• Participate in and direct many large efforts simultaneously.
• Drive implementation and adoption of value-added features, automation, and orchestration.
• Continuous improvement of services and processes, especially customer experience.
• Verify regular audits are completed for processes, data, controls, and security.
• Prioritize project and task requests and provide oversight through completion.
• Lead recruitment, training, performance evaluation, promotion, and retention activities.
• Aligned with business objectives, deliver technical services to the organization in an expedited, high quality, and cost-effective manner.
• Provide creative technical solutions to business problems, and work with various teams to identify and understand requirements and priorities.

Skills, Experience and Requirements:

• 7+ years of IT management experience in a large enterprise environment.
• A BA/BS in Computer Science and/or related area. A Master’s degree is preferred.
• ITIL Certification preferred.
• Deep understanding and working knowledge of ITIL principles and practices.
• Exceptional leadership and management skills.
• Strong communication skills appropriate across levels, including the ability to communicate complex technical systems, challenges, and recommendations.
• Thorough understanding of ITSM platform, processes, architecture, and operations.
• Knowledge and experience with the following technologies: Google/GSuite/Gmail, Microsoft AD and Exchange, Apple IOS and MacOS, Windows 10, SCCM, MDM, Workspace ONE, PC/laptop/mobile hardware, software patching, packaging and delivery.
• Knowledge of physical security, control, and auditing.
• Demonstrated record of partnering with senior executives to understand complex business problems and successfully apply appropriate technologies.
• Exceptional project and resource management skills.
• A strong balance between technical expertise, business process, and interpersonal skills.
• Experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance.
• Proven ability to implement operational metrics and translate those metrics to process improvement initiatives.
• Proven ability to motivate individuals to perform at high levels with positive results.
• Demonstrated ability to interpret customer requirements/needs into solutions.
• Ownership for delivering service and meeting business objectives.
• Proven ability to remove barriers/obstacles in order to meet stated goals and objectives.
• In-depth knowledge of asset management processes for both hardware and software as well as financial and life-cycle processes.
• Proven ability to negotiate favorable agreements with third-party vendors.

Benefits:

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

 

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. 

 

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

 

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. 

Salary Range:USD $185000.00 - $225000.00 / Year