Remote Job: Director, IT End User Service

Atlas Air

  • Purchase, NY

  • Permanent

  • Full-time

Job ID: 2020-3338

# of Openings: 1

Category: Information Technology

City: Purchase

State: NY

Company: Atlas Air, Inc


Ensure customer satisfaction through the quality delivery of end user facing services provided by IT Operations. Provide leadership and mentoring for all Service Desk, Deskside/PC Support, and IT Service Management resources globally. Drives technical excellence and stewardship for end user computing technologies (desktop interfaces, applications, voice, and mobility) and the education of all customers through structure Knowledge Management. Recognized as the subject matter expert within IT Service Management. Collaborates with other IT Operations leaders to provide best practices, procedures, and processes for Incident, Request, and Problem management.



  • Manage all Service Delivery personnel to ensure KPIs and SLAs are met
  • Drive the strategic vision for IT Service Management maturity in all applicable areas
  • Co-manage work units of internal staff and externally sourced services when agreed upon
  • Ensure appropriate staffing and skill levels are maintained throughout operational hours
  • Negotiate, collaborate, and consult with all company teams and leaders
  • Foster technical and procedural excellence within the IT department for all production systems and processes

Customer and System Support

  • Accountability for the quality delivery of end user facing services provided by IT Operations
  • Ensure local Service Delivery approach, processes, and procedures are aligned with organizational standards
  • Ensure proactive support and on-site engagement for all applicable offices, points of presence, and the remote workforce
  • Coordinate with other IT departments to facilitate local infrastructure tasks, objectives, and Incidents
  • Participate in after-hours escalations as needed
  • Participate in after-hours maintenance as needed
  • Keep IT management apprised of critical issues
  • Ensure systemic problems, sensitive customer situations, or unresolved customer Requests are escalated and distributed to IT management in a timely manner
  • Financial accountability for applicable services and assets for end users

Project Delivery

  • Track and complete assigned IT projects
  • Complete tasks in a timely and quality fashion
  • Adhere to implementation, quality control, and change control standards
  • Keep IT management apprised of risks to project success
  • Coordinate internal resources and 3rd party/vendors for efficient execution
  • Financial accountability for applicable project investments

Documentation & Knowledge Management

  • Ownership of the IT knowledge management system and all associated processes
  • Accountability for all documentation that impacts customer support
  • Ensure that gaps in existing documentation are identified and tracked
  • Assist in policy, security, and compliance documentation efforts when agreed upon
  • Champion quality documentation of technical processes and procedures
  • Lead knowledge transfer activities between teams

Monitoring & Optimization

  • Recommend improvements to systems and IT support process
  • Recommend implementation standards
  • Ownership of all Service Management standards


Required Qualifications:

  • Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field
  • 10+ years of proven information technology experience as a technologist, with a focus on industry standard platforms
  • 5+ years of proven experience as a leader and personnel manager
  • Demonstrated experience managing work units in a modern IT Service Management tool
  • Experience working in a team-oriented, collaborative environment
  • Proven proactive communication, coordination, escalation, and mental agility.
  • Ability to translate technical security concepts into lay terms
  • Demonstrated experience implementing an maintaining a knowledge management platform
  • Experience managing external vendors and contractors to deliver solutions
  • Comfort with presenting in front of technical and non-technical audiences
  • Demonstrated results orientation, initiative, attention to detail, and customer service orientation
  • Excellent written, verbal and presentation communication skills
  • Subject Matter Competency with the ITIL model of IT Service Management
  • Subject Matter Competency with end user computing technologies (desktop interfaces, applications, voice, mobility)

Desired Qualifications:

  • Subject matter competency with:
  • Microsoft Active Directory, Group Policy, and related modules
  • Modern information security practices
  • A working understanding of the OSI model and TCP/IP
  • Experience working in consultative or program/project management roles
  • Experience managing a distributed team in a large campus environment
  • Experience automating process and procedural workflows with IT Service Management tools

Special demands :

This position may require travel on an as-needed basis to domestic and international company locations and training events.

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you’d like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at .

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