Vice President, Information Technology

GLG’s Service Desk team provides the support fabric that enables effective and efficient operations for the company globally. Our team of engineers are laser focused on supporting user requests for desktop technology and enterprise software.

Reporting directly to the CIO, the Vice President, Information Technology will be a critical member of the Technology team and will lead a global team of approximately 20 staff.  The successful candidate will be responsible for all facets of IT including Service Desk, office equipment, WiFi, and enterprise systems.  They will partner with all levels of the company to enable great business outcomes and lead projects that drive improved productivity for GLGers.  While most projects are not straight forward, it is important for the VP, Information Technology to feel confident asking questions, chasing down key data and ruthless in developing and managing a plan. 

Specific responsibilities include (but are not limited to):

• Lead the User Support Service Desk, solving tickets in a timely manner as they are reported to the Service Desk
• Design, implement and calibrate over time the user support request process and workflow, adding in new capabilities and automation
• Drive increased self service across the business through hosting new self-help and Bot and capabilities that enable GLGers to resolve IT issues quickly
• Measure and own key metrics for the Service Desk including # tickets, MTTR, common requests by region and present to the CIO quarterly
• Drive adoption of processes based on ITIL best practices for the IT Service Desk
• Own and be accountable for the technical maturity and architecture of Office 365, Zoom, Azure Active Directory and other enterprise productivity systems
• Provide technical leadership of all office systems including conference rooms, printers, WiFi, internet circuits and more
• Work with key Technology and business leaders on cross functional Technology projects
• Be a champion for developing an exceptional IT service culture to all employees across the global business
• Enable the business with professional collaboration and productivity tools that generate scale, reduce manual work, and allow GLGers to be the best versions of themselves
• Partner with cross functional business stakeholders on enterprise projects to build new office space, foster collaboration and host exceptional company wide events

An ideal candidate will have the following:

• At least 10-15 years of relevant IT Service Desk management experience
• Technical expertise across IT, networking, productivity tools are preferred
• Ability to develop a strong team collaborative culture, followership that encourages growth while having fun
• Excellent communication and presentation skills
• Must be highly personable and collaborative, with strong interpersonal and partnership building skills
• Must possess humility, compassion, kindness and a drive for excellence, all of which are core company values
• Demonstrate strong drive, organization, and judgment.

Last updated on Aug 2, 2024