Job Information
Autodesk Director, Digital Experience Operations in Novi, Michigan
Job Requisition ID #
25WD87680
Position Overview
We are seeking an IT Operations Leader with experience leading global teams overseeing our Service Desk function and managing our End User technologies across our global footprint.
The successful candidate will be responsible for transforming the support experience for the Autodesk workforce in addition to managing the daily operations across the Service Desk and Site Operations teams. The role is responsible for ultimately removing friction for our end users and if needed delivering high-quality technical support and maintaining high levels of customer satisfaction.
In addition, this team will be responsible for increasing the engineering capacity for the end user services teams upstream through shifting work left in the areas of Conferencing, Collaboration, Desktop, and Network technologies.
Responsibilities
Service Management
Understand customers' needs as well as meeting customers' expectations
Develop and implement IT policies, procedures, and best practices to enhance service delivery
Oversee the day-to-day operations of the service desk and site technology, ensuring timely and effective resolution of service requests and incidents
Ensure compliance with ITIL and other relevant frameworks
Identify and implement process improvements and efficiencies. Elimination of unnecessary work, automating manual processes, and shifting work left to self-service modalities
Handle escalated issues and complaints, ensuring they are resolved promptly and satisfactorily
Coordinate with other IT departments and key stakeholders to ensure seamless integration of IT services and solutions
Monitor and manage the performance of IT systems and infrastructure at the site
Ensure compliance with security protocols and company policies
Maintain accurate records of incidents, service requests, and solutions in the ticketing system
Analyze service desk data to identify trends and areas for improvement
Prepare and present regular reports on service desk performance and trends to senior management
Stay up-to-date with the latest industry trends and technologies to continuously improve service desk operations
Team Management
Manage and lead the Service Desk function and Site Support teams, including hiring, training, and performance management
Oversee the delivery of Service Desk personnel and on-site technical support staff to ensure timely and effective resolution of hardware and software issues
Lead and manage a team of IT support specialists ensuring SLAs are met
Provide guidance, coaching, and mentorship to team members
Set performance objectives and conduct regular performance evaluations
Managing third party services providers and Managed Service relationships
Project Management
Plan, oversee and resource projects. Coordinate with other teams, users and the business to ensure successful outcomes
Onboarding of new workers through Merger and Acquisition activities
Minimum Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
Managing/leading 50+ global team members
10+ years of experience with 4+ years leading teams with diverse scope
Proven experience in a site support or IT management role
Strong knowledge of Windows and Mac operating systems, as well as common software applications (e.g., Microsoft Office, MS O365, MS Teams, Zoom, Slack)
In-depth understanding of networking principles and protocols
Excellent problem-solving and troubleshooting skills
Strong leadership and team management skills
Exceptional verbal and written communication skills
Ability to work independently and manage multiple projects simultaneously
Customer-oriented with a focus on delivering high-quality service
Relevant certifications (e.g., CompTIA A+, Network+, ITIL, PMP) are a plus
Experience managing 3rd party resources in a Managed Services contractual arrangement
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $170,700 and $276,100. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Equal Employment Opportunity
At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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