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Director, Information Technology

United States

At K18, we're about hair freedom for all–engineered with biotech. We are on a mission to liberate expression. To make the impossible possible with the right technology. To build a community of forward thinkers, risk takers, and rabble rousers. To bring fearless innovation forward and push boundaries past where we thought they could go. 

Position Overview

The IT Director, a hands-on role, will be responsible for overseeing the daily operations and support of all end-user services and ensure all issues and requests are resolved in a timely manner. This role requires excellent leadership skills, a passion for teaching & coaching, a strong understanding of end-user technology and devices, and a commitment to delivering best in class experiences for our employees.

Responsibilities

  • Lead and develop a team of individuals focused on providing best in class technology & operations for our employees.
  • Oversee the daily IT operations of our IT service desk, ensuring timely and proactive resolution of service requests.
    • Develop and monitor KPI’s and SLA standards
    • Coordination with sister companies and parent companies as necessary
    • Manage third-party helpdesk providers, where applicable.
  • Lead our IT infrastructure and engineering efforts to modernize and standardize our end-user technology stack. Some examples of projects include:
    • Migrating our Mac endpoints to Intune
    • Champion SSO via Entra across all business applications
    • Implement best practice security principles for all end points
  • Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning and equipment retrieval.
  • Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency.
  • Ensure a high level of customer satisfaction by maintaining service excellence and serving as a point of escalation for critical issues.
  • Collect feedback from end-users to improve user experience and service delivery.
  • Identify and drive initiatives for process improvements, focusing on streamlining operations and enhancing service levels.
  • Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement.
  • Manage incident and problem management processes, ensuring root cause analysis and effective resolution.
  • Stay abreast of emerging technologies and industry trends, ensuring our technology evolves to meet changing business needs.
  • Conduct regular training sessions for staff to keep them updated with new tools and technologies.
  • Foster a collaborative environment within the team, promoting knowledge-sharing and continuous improvement.
  • Ensure compliance with all relevant regulations and standards, including data protection and cybersecurity protocols.

Skills & Qualifications

  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • 5+ years proven experience in IT service management or a similar role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in incident management and problem resolution.
  • Knowledge of ITIL (Information Technology Infrastructure Library) framework.
  • Familiarity with emerging technologies and industry best practices.
  • Ability to analyze complex data and generate actionable insights.
  • Strong organizational and project management skills.
  • Commitment to professional development and continuous learning.

Salary Range: $140,000 - $160,000 based on experience

This range represents the low and high end of the anticipated base salary range for this position. The actual base salary will depend on numerous factors such as: experience, knowledge and skills, and if the location of the job changes.

EEO Statement

K18 is proud to be an equal opportunity employer and is committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. For more information, please see Know Your Rights: Workplace Discrimination is Illegal.

If you are an individual with a disability and need an accommodation in order to apply for a job listing, please contact us at recruiting@k18hair.com. 

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