Careers

Corsica Technologies is consistently recognized as one of the top managed IT and cybersecurity providers, helping organizations leverage technology as a competitive business advantage. Our integrated services protect companies and enable them to succeed.  As our mission states, we are a key catalyst in protecting organizations, empowering their employees, and enabling their technology to gain a competitive business advantage so they can thrive. 

Our team is focused on hiring the right people, in the right jobs, to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team? With decades of combined experience in our space, our leadership team thrives on helping their clients solve their most complex IT challenges. 

Director of ITSM

Purpose

Our clients rely on the IT services we provide so they can serve their clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of IT Service Management (ITSM) team members to keep costs low. The purpose of the Director of ITSM is to cultivate excellent Service Desk, Event Management, and Field Services teams that provide client-centered, efficient, and effective support of all levels and types to Corsica clients. The Director of ITSM will do this through the hands on development, coaching, and empowerment of ITSM management staff.

Responsibilities

The responsibilities for this position include:

• Set a standard of operating using “The Corsica Way” and continue to train and educate all employees on our company Core Values.
• Lead, Manage, and hold team Accountable (LMA) for division scorecard metrics.
• Be the face of ITSM Management to clients and ensure ITSM management staff are able to effectively lead and participate in meetings with clients, especially to address concerns or complaints.
• Ensure client complaints are owned by ITSM management staff and engage as often as needed to bring them to resolution.
• Ensure Get Well Plans for At Risk clients are co-owned by ITSM management staff and provide oversight and guidance.
• Ensure that ITSM management staff are hiring on the foundation of Humble, Hungry, and Smart.
• Communicate departmental challenges and opportunities to leadership regularly.
• Participate in strategic planning for ITSM.
• Use management direct reports to respond tactically to vision and strategy relayed by company and departmental leadership.
• Partner with Quality Assurance to create, maintain, and monitor company and departmental scorecard items around technical proficiencies, utilizations, and customer satisfaction (CSAT) metrics.
• Ensure direct reports create, maintain, and enforce division training requirements.
• Ensure direct reports create, maintain, and enforce execution of process around scripted routines.
• Ensure direct reports create, maintain, and deliver Event Management processes and procedures.
• Work with other technical groups and engineers as required.
• Work with selected vendors to ensure our team has the right level of vendor support as required.
• Complete ongoing training as assigned and required by the company.

Competencies and Qualities

Qualified candidates must meet the following job requirements:

• Possess a high level of attention to detail
• Exceptional Time Management
• Excellent written, oral, and interpersonal communication skills
• Able to prioritize and multitask at a high level
• Knowledgeable of ITIL standards

Education, Experience, and Certifications

Required

• Minimum of 10 years of experience in IT industry with 3-5 years in IT Management
• Experience with IT Policy development and enforcement
• Knowledge in Microsoft operating systems to include Server and Client operating systems
• Knowledge in Microsoft productivity applications (MS Office)
• Experience running, administering, and implementing a service desk, multiple work sites, and remote access services desirable

Preferred

• ITIL Foundations v3 certification or higher
• Six Sigma certification or similar
• Masters Degree in Business Administration or Leadership & Management

Supervisory Responsibility

This position will have supervisory responsibilities over the ITSM management level, their teams, and is expected to supervise work on their primary support boards to ensure alignment with Corsica processes.

Work Environment

In most cases, work will be performed in a climate-controlled office space.

Travel

This position requires less than 1% travel. No overnight travel should be expected.

Physical Demands

• Candidate should be able to lift 75 pounds.

Benefits: 

We are fully invested in the growth and well-being of our employees and offer the following benefits to our employees in all locations: 

• 401K 

• Medical, Dental, Vision 

• Health Savings Account 

• Life Insurance  

• Short and Long-Term Disability 

• PTO plus Paid Holidays 

• Training and development opportunities 

• Educational assistance 

• EAP services that include free counseling services for employee and family 

• Adoption assistance 

• Commuter benefits 

If you’re up for the challenge and enjoy the satisfaction of knowing your work has made a difference in helping other companies leverage technology as a competitive business advantage, then we want to hear from you today! 

If you don’t think you meet all the criteria above and are still interested in the job, please apply.  Nobody checks every box, and we're looking for someone excited to join a great team of professionals. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.