Social service director Jobs in Phoenix, AZ

What's Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.

That's Nice, But What's the Job?

In short, As an Assistant Director of IT, you will be responsible for providing leadership and direction for the Enterprise Service Desk (ESD), executing on our strategic objectives. You and your Team Leads will oversee the end-to-end management of IT support requests, incidents and escalations ensuring service levels and response times meet or exceed expectations. Your team of IT Support specialists will handle Tier 0 – Tier 2 of IT support operations across our brand of companies, escalating and engaging other teams and business areas as needed.

In Long, the Assistant Director, Enterprise Service Desk will

• Lead the Service Desk Team : Partner with the Senior Director to mature and expand the ESD team's capabilities as the team undergoes a transformation from Help Desk to Enterprise Service Desk. Drive the development of scalable support models and tools that anticipate the future needs of the organization.
• Build and Maintain a High-Functioning Team : Establish clear expectations and foster a high-performing culture within the ESD. Implement policies, standard operating procedures and frameworks to improve Service operations. Implement best practices aligned with IT Service Management (ITSM) frameworks such as ITIL, driving continuous improvement and ensuring the delivery of exceptional customer service.
• Expand Service Model : Enhance the existing team structure, ensuring the team can provide remote support using communication tools such as voice, chat and email. Collaborate with IT leadership to expand services, implement self-service tools, and introduce automation where appropriate.
• Mentor and Develop Staff : Manage and mentor the team, setting clear goals and expectations, and fostering a customer-centric, high-performance culture. Focus on team development, promoting growth opportunities, and ensuring continuous learning as new technologies are introduced.
• Drive Issue and Request Management : Oversee issue and request management, ensuring timely and efficient resolutions in line with Service Level Agreements (SLAs). Lead the team through complex troubleshooting and escalations as needed.
• Enhance Security and Compliance : Partner closely with InfoSec to align the team's practices with the company's security protocols. Work together to implement secure service processes, support incident response efforts, and ensure compliance with cybersecurity standards across all support activities.
• Collaborate Cross-Departmentally : Build strong relationships with other business and IT departments to understand their technology needs and ensure seamless support during the transition to new systems and processes. This includes partnering to build out a new knowledgebase for the teams to utilize.
• Monitor KPIs and Reporting : Track key performance indicators (KPIs), such as ticket response and resolution times, ticket trends and customer satisfaction. Provide regular reports and actionable insights to IT senior leadership to support data-driven decision-making.
• Contribute to IT Projects : Lead and participate in IT projects, such as new system implementations and technology rollouts. Ensure smooth transitions from project deployment to ongoing support, preparing the Service Desk to manage these changes effectively.
• Manage Work Board : Manage work intake process, prioritizing business and IT projects along with team initiatives.

What We're Looking For.

Requirements.

Preferred Qualifications

Work Location

Work Shift

So What About the Perks? Perks matter

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this : 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards : Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers (okay, we'll stop there)!

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!