Balfour Beatty Construction
Director of IT Operations and Support
At a glance
Location: US-TX-Dallas Map
Posted: 10/12/2017
Closing: 11/11/2017
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Balfour Beatty Construction
Job description
 Become Part of Our Team

As an industry leader Balfour Beatty offers employees a comprehensive benefits package that includes competitive salaries, comprehensive medical, dental and vision benefits, paid time off and volunteer hours, education assistance and much more including:

  • Medical, Dental, Vision and Life Insurance 
  • Health Savings Account
  • 401(k) with company match
  • Flexible Spending Accounts (Dependent & Medical Reimbursement)
  • Vacation Time
  • Sick Time
  • Holidays
  • Paid Personal Days
  • Paid Volunteer time
  • Tuition Assistance
  • Employee Referral Bonus

Summary

The Director of IT Operations and Support plays a key role in various decision-making capacities related to the technology vision/direction setting and is responsible for the following: IT projects, end user support, operational support, vendor management, asset management, telecom/Skype, contract negotiation, jobsite and hub office support, and budget management. As a member of the IT leadership team it is important that you are able to promoting a fun and positive culture that will inspire our IT teammates to want to work for Balfour Beatty.

Essential Functions

  • Strategic:
    • Define/refine the following:
      • Vision and direction for how we provide superior support and customer service
      • Strategy to implement the vision
      • Processes that govern the implementation
      • Enabling technologies to implement
    • Define how we proactively measure and monitor our support level and customer satisfaction
    • Define/refine our desktop computing strategy
    • Define/refine process for jobsite setup and takedown
    • Identify and implement opportunities to operate more efficiently and effectively
    • Research and evaluate hardware, software, 3rd party service providers and support requests, making appropriate recommendations as required
  • Tactical:
    • Day to day responsibilities for:
      • 1st Tier support (Help Desk)
      • 2nd Tier support (Field Support)
      • Jobsite mobilization and demobilization (Construction sites)
      • Communications (telecom, email, mobile devices, etc)
      • User access to network and applications
      • Vendor management
      • Hardware procurement and imaging
    • Daily / weekly / monthly tasks expected to perform:
      • Monitor help desk volume and tickets
      • Companywide communications on any IT issues/alerts
      • Monitor field support team’s volume and tickets
      • Ensure appropriate training is provided to drive better support
      • Monitor the development and upkeep of the knowledge database repository
      • Vendor management and negotiation
      • Quality control of support responses for end user support and jobsite support
      • Identify process improvement opportunities with in IT and the business
  • Compliance:
    • User access (joiners/movers/leavers)
    • Desktop security
    • Asset Management (both hardware and software)
    • Work with outside auditors to ensure applicable controls, compliance and regulations pertaining to information security are identified and adhered to
    • Establish and manage key performance indicators (KPI)
    • Establishing and managing service level agreements (SLA) and standard operating procedures (SOP)
    • Management and monitoring of new system rollouts
    • Ensure the appropriate change management procedures are adhered to
  • Management:
    • Manage and direct an IT staff of 15 resources distributed across the US
  • Set the necessary mechanisms in place to evaluate individual contributor talent, identify and reward key contributors and identify and deal with under-performers
  • Employee development
  • Succession planning
  • Manage external IT vendors, suppliers, outsourcing partners
  • Manage internal clients: Communications, Human Resources, Operations
  • Procurement
  • Budget / cost management
  • Monitoring/identification of support trends

Technical understanding:

  • Managing projects and programs
  • Help desk operations and management
  • Experience managing end user support and desktop computing
  • Ideally the candidate should possess a knowledge of multiple technologies including (but not limited to)
    • Microsoft platform/technologies
      • Azure
      • O365
      • Skype
    • Help Desk platforms
      • ServiceNow
      • ITIL
    • Desktop support and imaging
    • Telecom
      • Circuits
      • Phone
      • Access Points

Minimum Requirements

  • Bachelor’s degree in computer science or a related field is required
  • Minimum of 6 - 8 years of experience in managing end-user support, help desk, and technical operations.

Preferred Experience

  • Ability to motivate and energize employees while ensuring cross-functional cooperation and teamwork
  • Excellent people management skills, program management knowledge, and business and technology expertise
  • Strong leadership, communication and presentation skills
  • Managerial courage
  • Strategic and innovative thinker
  • Procurement and negotiation skills
  • Hands-on, entrepreneurial style--one who looks to become personally involved in all elements of their functional responsibility and looks for cost effective solutions that will deliver lasting value to the business
  • Ability to work with employees from throughout the company, customers and outside organizations in a professional manner
  • Ability to handle multiple deadlines and set priorities
  • Project management skills
  • Must be self-driven, self-motivated, results-oriented, customer service-oriented
  • Must be an effective team player


About us

Balfour Beatty US is an industry-leading provider of general contracting, at-risk construction management and design-build services for public and private sector clients across the nation. Performing heavy civil and vertical construction, our teams build the unique structures and infrastructure that play an important role in how people live, work, learn and play in our communities. Our teammates have an instinctive passion for innovating that is fueled by a relentless curiosity, a drive to employ lean practices and processes and the determination to find a better way. Through Zero Harm®, we are challenging the construction industry’s assumptions about safety. We believe that no level of harm should come to anyone as a result of our business.

Consistently ranked among the nation’s largest building contractors, by Engineering News-Record, our US business is a subsidiary of London-based Balfour Beatty plc (LSE: BBY).

Balfour Beatty is an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law.

Director of IT Operations and Support