| Director of IT Support and Production Services (Troy, MI)
Job Summary We are seeking a seasoned Director of IT Production & Operations to oversee the daily operations and long-term strategic planning that support production job processing, large-scale internal print and mail operations, as well as Service Desk operations. This position plays a critical leadership role within the IT organization and supports operational excellence across all departments in the Taft-Hartley space, which is a heavily regulated environment with explicit data handling requirements as well as meeting operational SLAs, specifically around client service delivery. The ideal candidate will bring deep operational experience, a process-driven mindset, and a proven track record of leveraging ITSM tools and modern project management platforms to deliver high-quality services.
The Director serves as the process owner of all IT Production & Support activities, developing and implementing standardized processes and procedures to ensure consistency, quality, and compliance across all operational areas. A key element of the role is working with internal and external stakeholders to ensure alignment with client needs, as well as compliance with critical delivery schedules across teams. The individual in this role must be highly knowledgeable about the business environment and must ensure that teams operate with a focus on client operational continuity, managing and mitigating E&O risks. Applicant must live in Metro Detroit area as in-office days in Troy office are required.
Responsibilities - Provide direct leadership and oversight to the managers and teams responsible for Production Job Scheduling & Execution, Print & Mail Operations, as well as Service Desk Operations.
- Production Job Scheduling & Execution: Ensure timely and accurate processing of production jobs to generate client/member materials which include statements, communications, checks, and other physical print material; work directly with teams to improve operations & mitigate failures/risks.
- Print & Mail Operations: Oversee all internal & external print and mail services, including production, packaging, and distribution of all client/member communications, as well as general internal mail routing/distribution.
- Service Desk Operations: Ensure IT support is delivered efficiently, meeting SLAs and resolving user issues effectively.
- Using a fact-based, iterative approach, centered on best practices, this role is responsible for developing a continuous improvement plan for each team, focused on deliverables and outcomes.
- Partner with other IT Leadership across Infrastructure, Security, Development Operations, and Project Management teams to ensure both day-to-day operational alignments, as well as strategic planning.
- Work directly with business units across the organization to facilitate IT operations, ensure proper prioritization and escalation, and to ensure workloads align with business and client needs.
- Develop and report on operational SLAs for all teams to measure performance, as well as ensure external transparency. Metrics may include reduction in production and processing time and issues, service desk satisfaction scoring, long-term delivery cost optimization, as well as client and business specific metrics related to service delivery.
- Oversee related budgets, participate in department forecasting and planning, as well as ensuring regular reviews for cost-effective allocation of capital resources.
- Coordinate with external vendors involved in the department’s operations, including, but not limited to, interviewing, negotiating contracts and fees, and managing external resources.
- Participate in development of effective disaster recovery policies and standards to align with enterprise business continuity management program goals. Coordinate the development of implementation plans and procedures to ensure that business-critical services are fully accounted for,
- Perform related duties and fulfill responsibilities as required.
Requirements and Qualifications - Bachelor’s degree in Information Technology, Business Administration, or related field required; Master’s degree preferred
- 10+ years of IT operations and support experience, including 5+ years in a senior leadership role; experience working with collectively bargained teams preferred.
- Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate security and risk-related concepts to technical and nontechnical audiences.
- Proven track record and experience developing IT Service Management policies and procedures, implementing supporting software platforms, as well as cross-training and building fault resilient teams.
- Expertise with ITSM/ITASM platforms (e.g., Ivanti, ServiceNow, Jira Service Management, etc.) as well as project management tools (e.g., Jira, Azure DevOps, MS Project, Monday.com, etc.)
- Poise and ability to act calmly and competently in high-pressure, high-stress situations.
- Must be a critical thinker with strong problem-solving skills.
- 3-5 years’ experience managing complex Print & Mail operations, supported by Managed Print Services
- Excellent analytical skills, able to manage multiple projects under strict timelines, work well in a demanding dynamic environment and meet overall objectives.
- Project management skills; financial/budget management, scheduling and resource management.
- Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals.
- Experience with contract and vendor negotiations.
- High level of personal integrity, and the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
- High degree of initiative, dependability and ability to work with little supervision.
- Regular and predictable attendance is an essential function of this job.
Work Schedule Full-time. Monday – Friday, 7:30am - 4:30pm Requires in-office days but also offers at-home flexibility after 90 days. Applicant must live in Metro Detroit area as in-office days in Troy office are required. Competitive Benefits and Compensation Package - 12 paid holidays
- Paid Time Off (PTO)
- 3 days paid bereavement
- Up to 20 days paid jury leave
- Medical, dental, and vision insurance, with option for dependent coverage
- Company-paid basic life, short-term disability, long-term disability, and AD&D insurance
- 401k with employer match
- Tuition reimbursement program
- Career development opportunities
- Referral bonus for all successful full-time referrals
- Annual opportunities for increases
Our Culture BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees’ successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally. We want to create a place where employees can find long-term growth and potential. Our culture focuses on three core values: - Collaboration: working together across 31 locations to achieve the best for the company and our clients
- Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues
- Integrity: doing what we say we will do. Upholding strong ethical and moral principles
ADA & EEO Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.
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