GCG is seeking a strategic and technically skilled Director of IT Services to lead our Service Desk team!
In this role, you will oversee IT support operations for our vast end user base, implementing efficiencies that enable a top tier IT support function. Reporting to the VP of IT Operations, you will play a critical role in shaping the enhancement of IT services at GCG. Your efforts will focus on implementing efficient processes, managing the company’s IT assets (desktop and laptop devices, peripherals, multi-function printers, barcode readers and handheld devices, audio / visual equipment, etc.), mentoring team members, and resolving complex technical issues in a primarily Windows-centric environment. This is an exciting opportunity to directly influence IT service excellence and contribute to GCG’s continued success as a leading connectivity and automation distributor.
This is a hybrid position requiring no less than 3 days per week at our headquarters office located in Rosemont, Il.
What you’ll do
Manage the daily operations of the Service Desk, ensuring efficient ticket resolution and exceptional customer supportDevelop, document, and enhance processes for onboarding, offboarding, and license and hardware lifecycle management, including Windows 11 upgradesGuide and mentor a team, fostering a culture of continuous improvement and technical growthOversee asset management for end user device inventories, ensuring accuracy and accountabilityCollaborate with stakeholders to create a comprehensive knowledge base and improve service desk performance metrics, such as ticket resolution time and response ratesTroubleshoot and resolve advanced technical challenges, including network connectivity, VPN access, and diverse hardware/software configurationsAnalyze and report on KPIs to identify trends and implement improvements in IT support servicesConduct quarterly site visits to audit and document IT assets by facility and make upgrade recommendations as needed (travel up to 15%)What you’ll bring
Experience: Minimum of 5 years leading IT support functions in a mid- to large-sized organization (1,000+ users), including remote workforce supportTechnical Skills: Strong expertise in Windows operating systems, hardware troubleshooting, desktop imaging, and ticketing systemsManagement Skills: Proven ability to build, lead, and develop teams; experience implementing service management best practicesProblem-Solving: Skilled in critical thinking and addressing complex IT issues with tailored solutionsEducation: Bachelor's degree in Computer Science, IT, or a related field (preferred) or equivalent professional experienceKnowledge of service management principles and tools to promote the value of IT services within the organizationStrong communication, negotiation, and influencing skills to advocate for resources and drive service desk improvementsTrack record of aligning IT operations with business goals, maintaining flexibility in rapidly evolving environmentsWhat we offer
Competitive annual salary and performance-based bonusRobust and affordable benefits options, including medical, dental, vision, life insurance, short and long-term disability insurance, and more PTO plan with company paid holidays 401K with employer contribution An employee-centric company that values and truly appreciates our most important asset: You!
About GCG
At GCG, our mission is to power, connect, and automate our world. With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe. We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.
GCG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.
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