Superior Group of Companies™, formerly Superior Uniform Group, established in 1920, is a combination of companies that help customers unlock the power of their brands by creating extraordinary brand experiences for employees and customers. It provides customized support for each of its divisions through its shared services model.

CID Resources is a fashion-forward, cutting-edge, leading manufacturer of medical apparel and accessories.  Every day we strive to capture the fresh, fun and exciting essence of uniforms for medical professionals across the globe.

We are seeking a highly skilled and motivated Director of Global Service Desk to lead our technology support team. The Director of Global Service Desk embodies a unique blend of qualities and skills essential for leading a team dedicated to supporting SGC, SUGH, Branded Products, and The Office Gurus. The ideal candidate will possess strong leadership abilities, extensive technical knowledge, and a passion for delivering exceptional customer service.

The Director of Global Service Desk will be responsible for overseeing all aspects of the technology service desk operations, including managing a team of support specialists, developing and implementing support strategies, and ensuring the timely resolution of technical issues.

ROLE AND RESPONSIBILITIES

• Leadership and Management:
• Provides strategic leadership and direction to the technology service desk team
• Recruits, hires, trains, and mentors support specialists to ensure a high level of technical expertise and customer service
• Fosters a positive and collaborative work environment that encourages teamwork and professional growth
• Sets performance goals and provide regular feedback and performance evaluations to team members
• Service Desk Operations:
• Develops and implements service desk policies, procedures, and best practices to ensure efficient and effective operations
• Monitors service desk metrics and KPIs to identify trends, address performance issues, and drive continuous improvement
• Oversees the prioritization, assignment, and resolution of support tickets to ensure timely and accurate response to user requests and technical issues
• Collaborates with other IT teams and departments to coordinate support efforts and escalate issues as needed
• Technical Expertise:
• Maintains a deep understanding of the organization’s technology infrastructure, systems assistance to support specialists as needed
• Maintains up-to-date knowledge on emerging technologies, and applications
• Serves as a subject matter expert on technical support issues and provides guidance regarding industry trends, and best practices in IT service management
• Customer Service Excellence:
• Champions a customer-centric approach to service delivery and ensure that all interactions with users are professional, courteous, and effective
• Develops and implements strategies to enhance the customer experience and improve user satisfaction with technology services
• Proactively communicates with users to provide updates on the status of support tickets and ensure that expectations are managed effectively

QUALIFICATIONS

REQUIRED EDUCATION/SKILLS/EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT service management, with at least 2 years in a leadership or management role
• Experience with FreshService ticketing system preferred
• Strong technical background with experience supporting a wide range of technologies, including hardware, software, networks, and telecommunications
• Excellent leadership, communication, and interpersonal skills
• Proven ability to manage teams in a fast-paced, dynamic environment and drive results
• ITIL certification or equivalent experience preferred

COMPETENCIES

• Driving Results – Mid-Level Managers motivate individuals to achieve and exceed goals by establishing accountabilities, clarifying performance expectations, agreeing to high standards and measures, monitoring and reviewing performance, and providing timely and relevant feedback.
• Fact–Based Management – They view the organization as an open system, synthesize information from diverse sources, come to conclusions, and make decisions that are rational and based on sound evidence.
• Coaching and Developing Others – They provide quality time and planned commitment to direct reports and provide processes and opportunities for them to understand their strengths and limitations in relation to a range of high-quality and relevant competencies.
• Leadership Communication – Mid-Level Managers generate a shared commitment to the organization, building morale, and encouraging ownership of mission, goals, and values.
• Process Management – They take a systematic approach in contributing to making the company’s workflow more effective, efficient, and capable of adapting to an ever-changing environment.
• Organizational Savvy – They gather and accurately assess information related to the organization’s formal and informal communication channels and power relationships.
• Delegating – They display strong awareness of when, how, and to whom to delegate and will clearly communicate objectives, tasks, long-term benefits, and expectations for outcomes in order to empower others to take greater responsibility.
• Team Building – They enable and encourage group members to work together to complete tasks and accomplish goals that individual members could not accomplish alone.
• Decisiveness – Mid-Level Managers tend toward taking calculated risks by making decisions and taking action, even in the absence of all information

**Along with a competitive compensation package, the company offers an excellent benefits package, including Medical, Dental, a defined contribution plan (e.g. 401(k)), life insurance, long term disability, a flexible spending account (FSA) and paid maternity/paternity leave.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, genetic information, or other status protected by applicable federal, state, or local law.