Director of IT Service Operations

As the Director of IT Service Operations, you'll be at the center of it all, providing strategic leadership and direction for all IT Service Desk functions, ensuring exceptional enduser support across all deployed technology solutions, including custom and proprietary systems. This role is perfect for someone who loves problem-solving, building relationships and delivering world-class customer service. Make a difference from day one at RDO, apply today!

Why RDO?
When you join RDO, you'll become part of an industry-leading team providing a world-class experience for customers who do vital work. RDO has grown from humble roots, guided by a family's values, and shaped by the strengths, voices and entrepreneurism of our team members.

RDO's field support team members provide support for teams across the nation. Nestled in the heart of downtown Fargo, the RDO Field Support Office is a collaborative environment where your skills will be cultivated while you work alongside teams with the shared goal of partnering with the customers they serve. Ready to join the field support office and make your impact within our growing organization?

What's In It For You:

• A comprehensive benefits package that supports your well-being. For more details and to view these offerings, visit RDO's benefits page.
• A company that lives by its core values: they're not just words on a wall, they're how we work, grow and lead. Learn more about our core values.

What You Will Do:

• Define the operating model: Establish the structure and processes needed to deliver worldclass services that improve enduser success and overall experience.
• Ensure team expertise: Train and develop team members in solution workflows, application performance, and hybridenvironment infrastructure services.
• Lead bestpractice adoption: Introduce and roll out industrystandard service support processes across the organization.
• Ensure team readiness and excellence: Drive high productivity, strong execution, and consistent team success.
• Lead technology team initiatives: Direct planning and execution of projects and proactive service improvements
• Evaluate and enhance support processes: Define, improve, and deploy new or updated service support workflows.
• Manage vendor relationships: Oversee onboarding, renewals, escalations, and offboarding throughout the vendor lifecycle.
• Oversee endpoint deployment and maintenance: Manage configuration, support, and upkeep of corporate laptops, desktops, mobile devices, and peripherals.
• Manage endpoint security: Oversee antimalware, EDR, MDM, encryption, and related endpoint protection solutions.
• Maintain asset inventory: Manage accurate asset records, lifecycle planning, procurement guidance, and device retirement.
• Develop endpoint policies and guidelines: Create hardening standards, usage policies, and configuration requirements in partnership with security teams.
• For a complete list of duties and responsibilities, view the full job description here.

What You Will Need:

• Degree in MIS or related field: Holds a formal educational background in Management Information Systems or an equivalent discipline.
• Extensive support and implementation experience: Brings 8+ years of experience managing support centers and software implementation functions.
• Expertise in SaaS and operations: Possesses strong technical and managerial knowledge of SaaS platforms, services, operational best practices, and efficiency improvements.
• Broad technical application support: Experienced in supporting business applications, desktop and mobile technologies, enterprise systems, databases, ERPs, CRMs, and related business processes.
• Strong service management capabilities: Demonstrates deep experience in Service Management, Continuous Delivery, and process improvement to enhance operational efficiency and deliver exceptional services.
• Exceptional leadership abilities: Provides strong organizational, departmental, and clientfocused leadership.
• Excellent communication skills: Communicates clearly in both written and verbal formats, building trust and strong stakeholder relationships.
• Leadership under pressure: Maintains effective direction and decisionmaking capabilities in highpressure situations.
• Adaptability in dynamic environments: Thrives in continuous change and highperformance settings, adjusting strategies as needed.
• Positive organizational influence: Promotes a positive attitude, inspires and motivates teams, and drives execution excellence and departmental success.