Dir, IT Infrastructure (Global Client Support) id-6850

About the position

The Director of IT Infrastructure at Polaris Inc. is responsible for leading the Global Service Desk and On-site Client Support Teams, managing a diverse team of approximately 50 individuals. This role focuses on delivering multi-platform technology support and overseeing the advancement of Service Management systems, particularly the ServiceNow application. The Director will ensure efficient operational performance, manage budgets, and lead large-scale infrastructure projects while fostering a high-performing team environment.

Responsibilities

• Lead the Global Service Desk and On-site Client Support Teams.
• Develop and maintain IT Service Management policies and operating procedures.
• Accountable for standard Senior D&IT report-outs and financial budget planning.
• Translate strategy into efficient and effective goals and operating plans.
• Develop and own the Service Management systems roadmap, including ServiceNow capability improvements.
• Establish processes and policies to build a high-performing organization.
• Manage IT infrastructure purchases, agreements, and vendor relationships.
• Drive continuous improvement and set goals for teams to enhance processes.
• Oversee project management methodologies across the Infrastructure team.
• Empower and support direct report management team in their functional responsibilities.

Requirements

• Bachelor's degree in Computer Engineering, MIS, Computer Science, Industrial Design, Business, or related fields.
• 15+ years of progressive IT infrastructure experience.
• 7+ years of IT infrastructure leadership experience managing teams across global service desk and client support.
• Direct experience with ServiceNow, Jira, Kanban, and Microsoft Teams preferred.
• Proven process and operations mindset with a focus on critical KPIs.
• Strong leadership, customer focus, and analytical skills.

Nice-to-haves

• Experience in a growth-driven and fast-paced organization.
• Ability to collaborate and influence in a cross-functional environment.

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Employee stock ownership plan
• Gym membership
• Health insurance
• Life insurance