Director, IT User Services - Synaptics
San Jose, CA 95101
About the Job
DescriptionMillions of people experience Synaptics every day
Our technology impacts how people see, hear, touch, and engage with a wide range of IoT applications -- at home, at work, in the car or on the go.We solve complex challenges alongside the most influential companies in the industry, using the most advanced algorithms in areas such as machine learning, biometrics and video processing, combined with world class software and silicon development.Synaptics is looking for a Director, IT User Services to join our dynamic and growing organization
This role is responsible for our global end-user services, supporting Synaptics employees and contractors in over 20 countries
This role is accountable for the on-time delivery of onboarding and offboarding requests, IT incidents, and service requests, as well as IT EUS hardware procurement and fulfillment across all regions
This role partners with our Facilities and Infrastructure leaders to support facility projects, network refreshes, and other IT requirements for all locations
This role will lead our regional managers / leads to ensure our employees and facilities have the technology they need to be productive and successful at Synaptics
This position reports to the Sr
Director, It Operations.The typical base pay range for this position is USD $147,000 - $231,000 per year
Individual pay is determined by many factors including work location, job-related skills, experience, and relevant education or training
This position is also eligible for a discretionary annual performance bonus, equity, and other benefits
Note that compensation listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.Job DutiesDrive improvements in service quality, speed, and employee success throughout the End User Services organization; Take something good and make it betterOwn HW Vendor Relationships and Vendor Performance for all regions and ensure accurate forecasting of HW procurement, replacement, and retirement (full lifecycle) for Synaptics globallyUtilize metrics to identify opportunities for improvement in ITSM processes and data qualityWork with regional managers and/or Global Infrastructure to organize and implement improvementsImplement a fit-for-purpose usage of ITIL processes and drive adoption across the teamDevelop internal talent with End User Services through coaching, mentoring, and formal skills trainingOrganize training for End User Services on processes, features, and new functionality released by Infrastructure and/or VendorsCollaborate with Regional Managers, Global Infrastructure, and IT Security managers to identify and implement improvements in audit responses and periodic compliance reviewsSupport Facility teams, Infrastructure, Network and Applications teams on build-outs, hardware refreshes/replacements, and M&A activities
Be an extension of these organizationsOptimize services through incident analysis and RCA while partnering with the Director of Global Infrastructure to improve IT technologyBe a champion of continuous improvementBe accountable for ensuring all Synaptics employees and contractors have what they need when needed
Speed and quality are paramount to successCompetenciesProven track record of building, leading and motivating teams: Achieves organizational focus on key priorities, provides clear direction, delegates, actively communicates and coaches – a committed mentor, people developer and team builder Ability to lead indirect resource teams, including contractors and other third-party resources and other outsourced infrastructure providersMust be analytical and able to make informed decisions based on experience and sound instinctsPassion for results: The ability to set goals, find creative solutions and generate results, a strong sense of urgency and the ability to infuse that in othersExperienced at working effectively across multiple levels and across geographies of an organization and building successful cross functional partnershipsAbility to establish clear expectations, set objectives and bring multiple parties together to drive key initiativesAbility to balance multiple priorities in a quick moving and change oriented environmentExcellent verbal, and written communication skillsQualificationsBachelor’s Degree in IT, Computer Science, or related field or other related experience15+ years of progressive experience in End User Services, with at least 5 years in a leadership capacityExperience with high-volume and high-speed IT organizationsGlobal experience across Europe and AsiaVersatility, flexibility, and a willingness to work within changing prioritiesDemonstrated commitment to excellent customer serviceExperience with scaling IT support organizations internationally preferredExperience leading teams across 24 hours (i.e., all major time zones)Ability to travel internationally up to 15% based on business needBelief in DiversitySynaptics is an Equal Opportunity Employer committed to workforce diversity
Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
Our technology impacts how people see, hear, touch, and engage with a wide range of IoT applications -- at home, at work, in the car or on the go.We solve complex challenges alongside the most influential companies in the industry, using the most advanced algorithms in areas such as machine learning, biometrics and video processing, combined with world class software and silicon development.Synaptics is looking for a Director, IT User Services to join our dynamic and growing organization
This role is responsible for our global end-user services, supporting Synaptics employees and contractors in over 20 countries
This role is accountable for the on-time delivery of onboarding and offboarding requests, IT incidents, and service requests, as well as IT EUS hardware procurement and fulfillment across all regions
This role partners with our Facilities and Infrastructure leaders to support facility projects, network refreshes, and other IT requirements for all locations
This role will lead our regional managers / leads to ensure our employees and facilities have the technology they need to be productive and successful at Synaptics
This position reports to the Sr
Director, It Operations.The typical base pay range for this position is USD $147,000 - $231,000 per year
Individual pay is determined by many factors including work location, job-related skills, experience, and relevant education or training
This position is also eligible for a discretionary annual performance bonus, equity, and other benefits
Note that compensation listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.Job DutiesDrive improvements in service quality, speed, and employee success throughout the End User Services organization; Take something good and make it betterOwn HW Vendor Relationships and Vendor Performance for all regions and ensure accurate forecasting of HW procurement, replacement, and retirement (full lifecycle) for Synaptics globallyUtilize metrics to identify opportunities for improvement in ITSM processes and data qualityWork with regional managers and/or Global Infrastructure to organize and implement improvementsImplement a fit-for-purpose usage of ITIL processes and drive adoption across the teamDevelop internal talent with End User Services through coaching, mentoring, and formal skills trainingOrganize training for End User Services on processes, features, and new functionality released by Infrastructure and/or VendorsCollaborate with Regional Managers, Global Infrastructure, and IT Security managers to identify and implement improvements in audit responses and periodic compliance reviewsSupport Facility teams, Infrastructure, Network and Applications teams on build-outs, hardware refreshes/replacements, and M&A activities
Be an extension of these organizationsOptimize services through incident analysis and RCA while partnering with the Director of Global Infrastructure to improve IT technologyBe a champion of continuous improvementBe accountable for ensuring all Synaptics employees and contractors have what they need when needed
Speed and quality are paramount to successCompetenciesProven track record of building, leading and motivating teams: Achieves organizational focus on key priorities, provides clear direction, delegates, actively communicates and coaches – a committed mentor, people developer and team builder Ability to lead indirect resource teams, including contractors and other third-party resources and other outsourced infrastructure providersMust be analytical and able to make informed decisions based on experience and sound instinctsPassion for results: The ability to set goals, find creative solutions and generate results, a strong sense of urgency and the ability to infuse that in othersExperienced at working effectively across multiple levels and across geographies of an organization and building successful cross functional partnershipsAbility to establish clear expectations, set objectives and bring multiple parties together to drive key initiativesAbility to balance multiple priorities in a quick moving and change oriented environmentExcellent verbal, and written communication skillsQualificationsBachelor’s Degree in IT, Computer Science, or related field or other related experience15+ years of progressive experience in End User Services, with at least 5 years in a leadership capacityExperience with high-volume and high-speed IT organizationsGlobal experience across Europe and AsiaVersatility, flexibility, and a willingness to work within changing prioritiesDemonstrated commitment to excellent customer serviceExperience with scaling IT support organizations internationally preferredExperience leading teams across 24 hours (i.e., all major time zones)Ability to travel internationally up to 15% based on business needBelief in DiversitySynaptics is an Equal Opportunity Employer committed to workforce diversity
Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
Source : Synaptics