Engineering Director, IT Infrastructure and Operations job opportunity at Qualtrics.

Bachelor's (B.Sc.)

Seattle, Washington., United States Of America

Seattle, Washi..........United States Of America

Own, create, and execute a strategic vision for our global IT infrastructure that will scale to support our company as it grows. Own the ITIL framework. Lead the adoption and maturation of key ITIL processes, including Incident Management, Problem Management, Change Enablement, and Service Request Management. Challenge the status quo and don’t settle for what we’ve always done. Focus on automation and eliminate manual solutions wherever possible. Collaborate with leaders across the company and world to understand how we can provide them with an amazing IT experience. Use data to understand how we can improve our efficiency and the customer experience. __ How You’ll Grow As our company grows, your team will grow along with it. You will own the vision and direction for our Infrastructure and Operations team and will have input on how the team’s scope will grow. Things You’ll Do Define and implement strategies for managing and securing a diverse fleet of endpoints, including #laptops, #desktops, and #mobile devices, with a focus on Apple devices. Oversee the deployment, configuration, and maintenance of endpoint management tools and systems. Design, implement, and maintain scalable and secure corporate network infrastructure across multiple locations. Monitor network performance and troubleshoot issues to ensure high availability and optimal throughput. Lead the selection, implementation, and management of collaboration platforms (e.g., video conferencing, messaging, document sharing). Stay informed on emerging collaboration technologies and recommend strategic adoption. Develop and implement automated processes and tooling for employee onboarding and offboarding, focusing on efficient Service Request fulfillment and access provisioning. __ Oversee the operations of the global IT Service Desk, ensuring timely and effective resolution of user issues in alignment with Incident and Service Request Management processes. Lead the Problem Management process to identify and address the root causes of recurring incidents, preventing future disruptions. Direct the Change Enablement process to ensure changes to our IT environment are planned, tested, and implemented with minimal risk and disruption. Establish and monitor key performance indicators (KPIs) for service desk efficiency and customer satisfaction.