Director Service Desk

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

This position is hybrid and will be required to be in office two times per month for collaboration working sessions.

Job Summary

The Director of Service Desk will be responsible for driving IT leadership for the support needs of the enterprise user base. This position will oversee all IT Service Desk staff and operations within the organization and be responsible for developing the future state of the department and ensure operational efficiencies for Service Desk across the Enterprise by delivering IT services to employees and managing all technology inventory. The Director of Service Desk is accountable for designing, building, and enhancing the existing services, as well as service delivery.

Job Duties

• Develop IT Service Desk objectives and goals to support the organizational vision. Proactively ensure that teams meet negotiated service level agreements and ensure compliance and drive continuous improvements to exceed such agreements.
• Utilize ITSM frameworks and ITIL methodology management across IT to evolve best practices and simplify customer's IT operations including metrics, SLAs, and reporting.
• Provide timely and accurate information, reporting, and feedback to Senior IT Leadership.
• Analyze data and identify positive or negative trends in the volume and types of incidents and requests received. Establish baselines and areas of improvement to reduce incidents, requests, and lead efforts to increase self-service, automation via IT self-service portal. Provide timely and accurate information, reporting, and feedback to Senior IT Leadership.
• Collaborate with IT Enterprise Architecture, IT Leaders, external providers to build long-range technology roadmap of IT services that aligns with desired service capabilities, anticipates service demand and costs.
• Meet with business stakeholders on an ongoing basis to collect feedback to improve services and support while keeping customers informed of any changes that impact the employee.
• Manage and lead the Service Desk department. Hire, train, counsel, and evaluate performance of direct reports within the department. Supervise staff appropriately and focus on team development.
• Develop, implement, and support processes, procedures, and policies that supports the needs of the business and IT.
• Other duties as assigned.

Education and Work Experience

• Bachelor's degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience.
• Eight (8+) years' experience in an IT support role in either Service Desk, Desktop Support, Systems Engineering, Network Engineering or similar.
• Three (3)+ years of management experience
• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
• Capability to be discrete, flexible, cooperative, and able to take initiative in finding solutions to difficult/sensitive problems.
• Strong personal drive for delivering industry-leading Customer support, and thrive in a fast-paced, high-energy environment with a proactive focus.
• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches.
• Effective communication and facilitation skills at all levels including staff, executive leadership, end-users, and vendors, both technical and non-technical.
• Proven ability to build strong, cohesive partnerships with internal and external stakeholders.
• Ability to create an atmosphere which encourages motivation, innovation and high performance.
• Skilled in exercising a high degree of initiative, judgement, discretion, and decision-making to achieve organizational objectives.

Compensation Information

Salary Range: $107,200 - $147,400

Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications and other job-related reasons.

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Exeter Finance LLC is an Equal Opportunity Employer.