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Director, IT User Services

Location: San Jose, CA, United States
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Description

Millions of people experience Synaptics every day. Our technology impacts how people see, hear, touch, and engage with a wide range of IoT applications -- at home, at work, in the car or on the go.

We solve complex challenges alongside the most influential companies in the industry, using the most advanced algorithms in areas such as machine learning, biometrics and video processing, combined with world class software and silicon development.

Synaptics is looking for a Director, IT User Services to join our dynamic and growing organization. This role is responsible for our global end-user services, supporting Synaptics employees and contractors in over 20 countries. This role is accountable for the on-time delivery of onboarding and offboarding requests, IT incidents, and service requests, as well as IT EUS hardware procurement and fulfillment across all regions. This role partners with our Facilities and Infrastructure leaders to support facility projects, network refreshes, and other IT requirements for all locations. This role will lead our regional managers / leads to ensure our employees and facilities have the technology they need to be productive and successful at Synaptics. This position reports to the Sr. Director, It Operations.

The typical base pay range for this position is USD $147,000 - $231,000 per year. Individual pay is determined by many factors including work location, job-related skills, experience, and relevant education or training. This position is also eligible for a discretionary annual performance bonus, equity, and other benefits. Note that compensation listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Job Duties

  • Drive improvements in service quality, speed, and employee success throughout the End User Services organization; Take something good and make it better
  • Own HW Vendor Relationships and Vendor Performance for all regions and ensure accurate forecasting of HW procurement, replacement, and retirement (full lifecycle) for Synaptics globally
  • Utilize metrics to identify opportunities for improvement in ITSM processes and data quality
  • Work with regional managers and/or Global Infrastructure to organize and implement improvements
  • Implement a fit-for-purpose usage of ITIL processes and drive adoption across the team
  • Develop internal talent with End User Services through coaching, mentoring, and formal skills training
  • Organize training for End User Services on processes, features, and new functionality released by Infrastructure and/or Vendors
  • Collaborate with Regional Managers, Global Infrastructure, and IT Security managers to identify and implement improvements in audit responses and periodic compliance reviews
  • Support Facility teams, Infrastructure, Network and Applications teams on build-outs, hardware refreshes/replacements, and M&A activities. Be an extension of these organizations
  • Optimize services through incident analysis and RCA while partnering with the Director of Global Infrastructure to improve IT technology
  • Be a champion of continuous improvement
  • Be accountable for ensuring all Synaptics employees and contractors have what they need when needed. Speed and quality are paramount to success

Competencies

  • Proven track record of building, leading and motivating teams: Achieves organizational focus on key priorities, provides clear direction, delegates, actively communicates and coaches a committed mentor, people developer and team builder
  • Ability to lead indirect resource teams, including contractors and other third-party resources and other outsourced infrastructure providers
  • Must be analytical and able to make informed decisions based on experience and sound instincts
  • Passion for results: The ability to set goals, find creative solutions and generate results, a strong sense of urgency and the ability to infuse that in others
  • Experienced at working effectively across multiple levels and across geographies of an organization and building successful cross functional partnerships
  • Ability to establish clear expectations, set objectives and bring multiple parties together to drive key initiatives
  • Ability to balance multiple priorities in a quick moving and change oriented environment
  • Excellent verbal, and written communication skills

Qualifications

  • Bachelors Degree in IT, Computer Science, or related field or other related experience
  • 15+ years of progressive experience in End User Services, with at least 5 years in a leadership capacity
  • Experience with high-volume and high-speed IT organizations
  • Global experience across Europe and Asia
  • Versatility, flexibility, and a willingness to work within changing priorities
  • Demonstrated commitment to excellent customer service
  • Experience with scaling IT support organizations internationally preferred
  • Experience leading teams across 24 hours (i.e., all major time zones)
  • Ability to travel internationally up to 15% based on business need

Belief in Diversity
Synaptics is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

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