IT Customer Care, Senior Director - 46

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

IT Customer Care, Senior Director

The Senior Director of IT Customer Care will lead the organization’s efforts to ensure that internal customers' needs are met and effectively connected to all technology teams, solutions, and initiatives undertaken by the Firm. This role is responsible for driving exceptional support and actionable insights, ensuring that employees feel confident, supported, and equipped to achieve their best. The Senior Director will report to the CTO and sit on the IT Senior Leadership Team (IT SLT) to ensure alignment with and the success of the broader IT organization.

ESSENTIAL DUTIES:

• Leading strategies to drive exceptional customer support with an obsessive focus on ensuring that each interaction with an internal customer is taken as an opportunity to ensure that they feel understood, supported, and equipped to do their best.
   
• Lead a globally distributed organization that fosters a culture of continuous development, feedback, and continuous improvement, ensuring that our teams are prepared for the opportunities that the firm of tomorrow will value. 
   
• Collaborate with IT Sr. Leadership to utilize data-driven insights to continuously improve not only customer experience and support services, but also to integrate the customer experience data into the product team organizations to grow our ability to ensure that user concerns are sought out and considered when building strategic and tactical plans.
   
• Coordinate strategies with all program teams on user impacting deployments to enhance the effectiveness of user change, and a reduction of disruption and time to adopt. This organization is responsible for the ITL service operations processes Incident Management, Request fulfillment, and Problem Management.
   
• Other duties as assigned

QUALIFICATIONS

EDUCATION/CERTIFICATIONS

• Bachelor’s degree in Computer Science (or computer related discipline), Accounting, or Business Administration or equivalent experience.

TECHNICAL/SOFT SKILLS

• Demonstrated ability to leverage strong communication skills to lead a department, function or group of individuals
• Demonstrated ability to attract, lead, motivate, and retain a team
• Ability to manage financial forecasts, resource plans, and financial models          

EXPERIENCE

• 10 years IT management experience
• 5 years of experience focused on customer service disciplines
• 5 years of experience managing, mentoring, and developing people
• Preferred: Experience building and leading global support organizations

LEADERSHIP SKILLS

• Ability to lead through collaboration, balancing multiple stakeholders – Required
• Preferred: Proven desire to lead by example and constantly be looking for opportunities to stay connected to the evolving business and tech landscape
• Strong critical thinking skills – Required
• Advanced leadership and interpersonal skills - Required
• Exceptional analytical and process development skills - Required

At RSM, we offer a competitive benefits and compensation package for all our people.  We support and inspire you to prioritize your wellbeing by delivering personalized, holistic programming for your physical, emotional, financial and community wellbeing. RSM has a generous time off policy with at least 14 paid holidays, wellbeing days and associate and above access to self-managed time off.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

RSM is proud to be an Affirmative Action and Equal Employment Opportunity employer.  We are proud to provide our employees with tools to assist them in being successful in achieving both personal and professional goals. We welcome and support all our employees to thrive in an environment free of discrimination and harassment. As