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.
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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

• 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

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

Benefits

• 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