BAIN CAPITAL OVERVIEW

With approximately $185 billion of assets under management, Bain Capital is one of the world’s leading private investment firms. We create lasting impact for our investors, teams, businesses, and the communities in which we live. Over four decades we have strategically grown our platform to focus on Private Equity, Growth & Venture, Capital Solutions, Credit & Capital Markets, and Real Assets. Today, our team includes 1,880+ employees in 24 offices on four continents.

We partner differently to help people and companies embrace possibility and realize potential. Founded as a private partnership in 1984, we have fostered a culture of innovation, entrepreneurialism, and agility, empowering our people to define and own their career trajectories. Today, our partnership approach enables us to pursue strategic growth, build enduring relationships with a robust external network, and collaborate across our integrated platform to connect the deep and diverse expertise that unlocks breakthrough insights.

Our people are the heart of our advantage. Colleagues at all levels have a seat at the table as they tackle business challenges with a principal investor mindset. By asking incisive questions, respectfully challenging one another, and remaining intellectually agile, we work together to achieve exceptional outcomes.

For more information visit: Bain Capital

POSITION OVERVIEW

The Director of IT Support Operations will serve as operational lead within the Global End User Services team, focusing on optimizing and streamlining IT support functions across several sub-teams. This individual will help implement the overall operational strategy of the support organization, ensuring that the highest level of service is consistently provided to our end users. This role includes management oversight and support of key platforms in our ITSM function which is integral to our internal communication and service management processes. This role also includes developing and maturing a continual service improvement plan for consistent evolution.

Operational Efficiency & Execution:

Ensure End User Services is continually improving based on ticket trend data, proactive problem management, surveys to and engagement with our customers, and with improved partnership/collaboration between support and engineering.

• Implement a program of continuous service improvement as part of a quarterly plan. Provide ongoing recommendations, taking into consideration performance metrics, user feedback, and emerging technologies. Identify opportunities and best practices to ensure IT support functions are aligned with the firm’s strategic goals.
• Implement the annual IT survey, analyze results and commentary that will feed into subsequent quarterly improvement plans.
• Monitor and optimize the end-to-end digital employee experience, using tools and data for insights otherwise unknown.
• Act as the primary interface to Desktop Engineering team, ensuring problem ticket creation and closure on recurring incidents, and identifying new problem tickets based on data, trends, and feedback from the end user support teams. Improve processes between support and engineering to improve the user experience
• Ensure adherence to ITIL processes and provide opportunities to mature existing practices. Overall responsibility for ITIL maturity in Incident, Problem and Request functions, along with the technology used to execute our processes.
• Manage IT operations financial budget, acting as liaison between IT Finance and End User services, ensuring budgets are thorough, planful, and final forecasts are accurately reflecting what remaining spend will be.
• Develop skills-based training program to improve technical skills of End User Services team.

Reporting & Analytics:

• Responsible for monthly delivery and review of BU aligned global metrics, reporting by role, region, group.
• Measure and report ITIL process adherence, using service metrics and KPIs to help drive efficiencies.
• Analysis of metrics to improve Proactive Problem Management
• Responsible for Endpoint performance analytics, working with Engineering teams
• Create and maintain reports to track performance metrics related to IT support services, providing insights to senior leadership on areas for improvement.
• Analyze trends in service requests and incidents to identify root causes and recommend long-term solutions.

Platform(s) Support:

• Specifically manage End User Services platform support team, ensuring technology is utilized efficiently across the organization. Manage user access, troubleshooting, and escalations related to services.
• Oversee support of our ITSM platform’s technology, ensuring its efficient use and continuous improvement for incident management, change management, and request fulfillment.
• Manage platform optimization plans, licensing, upgrades, and integrations to enhance overall user experience.

QUALIFICATIONS

• Education & Experience:
  • Bachelor’s degree in information technology, Business Administration, or a related field. A master’s degree is a plus.
  • 10+ years of experience in IT support, service management, or operations, with at least 3 years in a leadership role.
  • Significant expertise working with ITIL frameworks and best practices
  • ITIL certification required, either Practice Manager in Incident and Problem or MP (preferred)
  • Significant experience working in ITSM platforms such as Service-Now.

• Skills & Abilities:
  • Proven ability to manage large-scale IT operations and improve service delivery processes.
  • Strong problem-solving skills with a focus on root cause analysis and continuous improvement.
  • Excellent communication, organizational, and interpersonal skills with the ability to influence stakeholders at all levels of the organization.
  • Demonstrated ability to manage multiple priorities and lead cross-functional teams in a fast-paced, dynamic environment.
  • Strong analytical mindset with the ability to leverage data to drive decisions and improvements.