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Director, IT Development Operations & Support

CHC Group Ltd.

This is a Full-time position in Irving, TX posted May 16, 2021.

It demands our best
– every moment, every day
– even as we regularly raise the standards for what we do.

CHC provides unmatched helicopter services that enable our customers to reach beyond – to work in remote and challenging destinations that limit others – and come home safely.

We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world – safely and reliably.

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Director, IT Development Operations & Support
Job Locations US-TX-Irving Posted Date 2 months ago (3/8/2021 10:23 PM) Requisition ID 2021-4424 # of Openings 1 Category Information Technology
Reach Beyond!
CHC provides unmatched helicopter services that enable our customers to reach beyond – to work in remote and challenging destinations that limit others – and come home safely.

We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world – safely and reliably.

All you have to do is get on board!
At CHC, we pride ourselves on our values and culture:
Simplicity: Finding the most efficient way in everything we do
Agility: Moving quickly and decisively
Collaboration: Working together with candor and transparency
Innovation: Creating solutions and leading change
Ownership: Working with passion and doing what needs to be done
Role Summary

CHC Helicopter is searching for a new addition to our Global IT Operations group, responsible for the operations of the Client Services product team.

This is a key leadership role within the IT Business applications organization, and would be responsible for a range of solutions that enable all employees to be productive through intuitive and user-centric services.

The ideal candidate is a leader who embraces and promotes a modern workplace that allows people to perform their roles effectively and securely from anywhere at any time.

The role requires a self-starter with strong technical knowledge, but equally focused on customer service, continuous improvement, and optimizing the global support model.

They would also have the skills and abilities to develop and maintain relationships across departments to keep knowledge current.

Key Responsibilities
Manage day-to-day work activities, delivery, deployment and ongoing support functions for IT Client Services, including planning, directing and coordinating operational/tactical activities on a daily basis.

Ensure that all deliverables are met per contract KPI’s/CPI’s (Key/Critical Performance Indicators).

Manage technician resources within budget and established service delivery times.

Analyze ticket trends and report as appropriate.

Perform problem analysis and make recommendations for remediation as needed.

Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day operations and the client experience within area of responsibility.

Support all initiatives aimed at performance and quality improvement, including leading change management efforts within area of responsibility.

Develop strategies for continual service improvement.

Collaborate with other team managers to ensure the needs of the customer are being met.

Identify and optimize personnel, technologies and methodologies to meet current and near-term requirements.

Act as project point of contact/interface with client, subcontractor and supplier organizations.

Identify and manage risks to team and client success.

Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.

Oversee documentation of issues, action plan and outcome and distribution within area of responsibility.

Create and provide required reports and team updates as needed.

Effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance.

Plan, organize, and control work activities.

Establish, communicate and monitor daily/weekly work objectives.

Ensure team has necessary resources, prioritize work and ensure efficient workflow.

Hire, develop and retain employees to maintain a qualified, motivated and productive team.

Assist in interviewing and onboarding.

Identify and develop talent, build bench strength on the team.

Lead team to work collaboratively across the global organization to ensure a seamless transition of work activities from service request to service delivery.

Promote a respectful work environment.

Foster teamwork and inclusion across all employees, work groups, establish and maintain client, peer and subordinate relationships.

Use HR tools to provide regular feedback and agree upon tasks and goals with employees.

Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.

Teach/coach employees on proper processes, skills and use of resources to ensure excellence.

Lead lessons learned discussions.

Imbed and role model lessons learned for process and team improvement.

Provide employees supplemental training and assistance as appropriate.

Encourage employees to contribute new ideas and speak up about issues and concerns, support ideas that should be implemented.

Ensure free flow of information.

Support all levels of management, communicate openly and honestly for maximum understanding of project status.

Ensure timely and transparent communication to client, direct reports, peer team and company management.

Qualifications, Skills & Attributes

Required Qualifications:
Proven experience in a combined customer service handling / technical support role 7+ years of experience within IT Desktop and/or Onsite support role(s), IT role or equivalent Bachelor’s degree preferred Experience in End User principles, theories, and concepts in Information Technology Understanding of ITIL and ITSM processes and implementation.

Strong knowledge of Windows and Apple client hardware and operating systems.

Proficiency with user applications including the Microsoft Office 365 suite, end user device management technologies, e.g.

Intune, Systems Center Configuration Manager, Snow, Workspace ONE, or JAMF.

Experience driving a collaborative culture that values technical depth, accountability, and customer service.

Experienced with Agile methods, Java, DevOps, ITIL Ability to lead global teams consisting of internal employees and external service providers.

Passion for delivery of Service Management A high degree of creativity and “out-of-the-box” thinking Ability to think broadly and strategically, balanced with high attention to detail.

Able to execute on multiple projects simultaneously in fast-paced environments.

Possesses a services and solution orientated approach Strong written, communication, and presentation skills Empathy for others and willingness to work for the common goal Ability to share knowledge and collaborate by developing content and documentation for distribution to other team members, managers and customers Ability to handle pressure situations with clarity, focus and professionalism Needs to be adaptable to rapid change Able to deal with sometimes challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution A very good understanding of “Quality” as it relates to Customer satisfaction.

Excellent communication and extraordinary personal social skills
Desirable Qualifications:
Ability to effectively execute on multiple simultaneous projects Ability to work on a fast pace, ever changing global environment Outstanding organization skills Other hosting and IT certificates a plus (i.e.

ITIL, Agile) Takes responsibility and achieves results Excellent organizing, time management and priority setting skills
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