Director, IT Help Desk - Located in Blooming Grove, NY - Mediacom : Job Details
Director, IT Help Desk - Located in Blooming Grove, NY
MediacomJob Location : Cornwall,NY, USA
Located in Blooming Grove, NY Position: Director, IT Help Desk Who we are: Since 1995, Mediacom Communications has grown to become the 5th largest cable operator in the United States and a leading gigabit broadband provider to smaller markets. With a team of over 3,900 dedicated professionals, we are committed to bridging the digital divide between America's major cities and its smaller regions. Our fiber-rich network allows us to deliver high-speed data, video, and phone services to 1.3 million households and businesses across 22 states. At Mediacom, we are passionate about growth and innovation. We offer faster, more reliable internet service, expanded digital and HD TV choices, and advanced home security and phone solutions. As we continue to expand, we strive to remain at the forefront of delivering cutting-edge entertainment, communications, and internet products. This year, we proudly launched our new mobile phone network, further enhancing our commitment to providing innovative and comprehensive services. To achieve this, Mediacom Communications seeks talented professionals to partner with us to meet these challenges and realize what we can imagine. Take the next step toward a dynamic and rewarding career with Mediacom Communications. Learn more about us at mediacomcable.com Position Overview: Mediacom Communications is looking to add a Director, IT Help Desk will manage and develop distributed staff and processes needed to drive operational excellence in the Mediacom Help Desk environment. This includes the assessment of current staff, development and retention plans, and analysis of alternative solutions related to sourcing remote smart hands where the Helpdesk does not have a presence. This position will interface with all members of the IT staff and Business user community. In addition, this position will own the development of performance statistics to be delivered to the Business community and used to drive improvement within the Helpdesk organization. Company Benefits: At Mediacom, we believe that your success is our success, providing you the Power to Succeed in your career. That's why we offer a comprehensive benefits package designed to support and enhance both your personal and professional life. You'll find many advantages to joining the Mediacom team such as:
- Comprehensive Health Coverage: Including health, vision, and dental insurance to keep you and your family healthy.
- Education Enrichment: Up to $5,000 per year for professional development and educational advancement.
- 401(k) Retirement Plan: With a generous company match to help you plan for your future.
- Paid Time Off: Including vacation, holidays, and flexible paid time off to ensure work-life balance.
- Employee Discounts: Enjoy discounts on Mediacom services where available, or receive a reimbursement for internet/cable services in areas where Mediacom isn't offered.
- Ongoing Training and Professional Development: To help you grow in your career and achieve your professional goals.
- And Much More: Additional benefits and perks!
- Leads a team of endpoint solutions engineers to design, implement, and support endpoint infrastructure across the organization
- Develops, implements, and supports endpoint strategies, policies, and procedures to mitigate risks and ensure compliance with corporate standards
- Oversees the management and maintenance of endpoint devices, including desktops, laptops, mobile devices, and IoT devices
- Aids in the evaluation, recommendation, and implementation of endpoint solutions
- Collaborates with cross-functional teams to integrate endpoint solutions with other security and IT systems, such as network security, identity and access management, and security information and event management (SIEM) systems
- Defines and tracks key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of endpoint solutions
- Conducts regular assessments and audits of endpoint infrastructure to identify vulnerabilities and areas for improvement
- Leads incident response efforts related to endpoint incidents, including assisting in the investigation, containment, and remediation
- Stays current with industry trends, emerging threats, and best practices in endpoint security, and recommends proactive measures to enhance security posture
- Provides leadership, guidance, and mentorship to the endpoint solutions team, including performance management and professional development
- Collaborates with procurement and vendor management teams to evaluate and select endpoint security vendors and solutions
- Develops and manages budget, including forecasting, planning, and tracking expenses
- Develop an Inventory strategy and ensure that all inventory is documented and accounted for
- Develops and maintains documentation, standards, and procedures for endpoint operations and support
- Communicates effectively with stakeholders, including senior management, IT teams, and end users, to provide updates on support, projects, and incidents
- Manage and lead the Help Desk team, including training and coordinating work schedules/coverage
- Develop and implement standard operating procedures (SOP) and policies for the team
- Oversee the day-to-day operations of the Help Desk, including prioritizing and delegating tasks
- Monitor Help Desk metrics to ensure that service level agreements (SLAs) are met
- Ensure that Help Desk staff provide timely and effective support
- Implement and maintain ITIL (Information Technology Infrastructure Library) best practices
- Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with Mediacom policies and procedures
- Ensures employees are trained on controls within the function and Mediacom policy and procedures
- Bachelor's degree in a Technology-related field
- 7+ years of experience in an IT support role, at least 5 years in a leadership or managerial position, preferred
- Experience with ServiceNow (or other similar IT Service Management platforms)
- Experience in managing remote teams
- Knowledge of ITIL best practices
- Knowledge of business and management principles
- Ability to direct, manage, implement, and evaluate department operations
- Ability to establish department goals and objectives that support the strategic plan
- Ability to effectively plan, delegate, and supervise the work of others
- Ability to lead, motivate, develop, and train others
- Additional working hours as needed to ensure full support during scheduled hours of operations and to provide additional support during outages or unexpected events
- Prior experience in the industry or sector is preferred
- ITIL Foundation certification is preferred
- This is a fully on-site role
- Travel is required (2 to 4 times per year)