Device as a Service (DaaS) Sr. Dir

Summary of Position:  

The Device as a Service (DaaS) Solution Senior Director will oversee and manage all aspects of the end-user computing experience. They are responsible for building a practice we can offer as services to our customers that will provide them with the daily management and operations of all end user devices and peripheral equipment.

Essential Functions:

• Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
• Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency
• Establish metrics to measure efficient use of existing systems and resources
• Activity Monitor team performance to ensure service levels and expectations are being met
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met  
• Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met
• Monitor ongoing staff performance, identify and communicate opportunities for improvement
• Work closely with field services staff to ensure proper escalation of technology issues
• Author or assist team in the publishing of written requirements definitions for aspects of assigned projects
• Document assigned business process flows and use-case scenarios
• Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by Desktop Engineering
• Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met
• Performs other duties assigned

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s degree in computer science, information technology, or a related field  
• 15+ years of experience

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field
• Relevant certifications in desktop virtualization, project management, and IT security (e.g., CompTIA Security+, VMware Certified Professional - Desktop and Mobility)
• Minimum of 5 years of experience in designing, implementing, and managing end-user computing solutions, with a focus on DaaS
• Willingness to stay updated on emerging technologies and industry trends related to end-user computing and DaaS solutions
• Strong commitment to understanding and meeting customer needs and expectations
• Experience in developing and maintaining strong client relationships
• Ability to prioritize customer satisfaction while ensuring alignment with organizational objectives
• Strong understanding of end-user computing technologies, including operating systems, desktop virtualization, and productivity applications
• Experience in designing and implementing DaaS solutions to address various hardware, platform, and operating system diversity
• Excellent communication and interpersonal skills

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disa