Assistant Director, Enterprise Service Desk - Remote

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 manage and support the Enterprise Service Desk staff. The Enterprise Service Desk teams are responsible for the day-to-day technical support and troubleshooting of employee's technical issues across DriveTime Corporate locations, Retail and Reconditioning sites across our family of companies. It is comprised of two teams, the Help Desk and Business Systems Analysts. The Help Desk is level 1 and 2 support tiers for our organization and supports IT related issues and requests. The Business Systems Analysts support tier 2 and tier 3 issues related to our internally developed systems that support business processes from buying a car to servicing a loan. They also manage our incident and problem management processes.

In long, our Assistant Director of IT is responsible to:

• Manage and support the Enterprise Service Desk staff by coaching, training, and developing, 1 on 1s, annual appraisals of Team Leads and their junior staff
• Evaluate ticket trends based on volume and category
• Build and maintain partnerships with other IT business groups and operational/retail teams.
• Oversee the buildout of team Knowledge Base and Self-Service articles
• Hold the team accountable for performance
• Identify, define, and continuously improve new and existing policies, standards, and framework for Enterprise Service Desk operations
• Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and cost
• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework
• Escalation point for Service Desk issues
• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels, SLA breach rates, call stats, survey results, etc. for internal stakeholders and executives
• Supervisory duties for IT Service Desk Team Leaders (Help Desk and Business Systems Analysts). Includes Technical Leadership/guidance, assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance.
• Oversee the Incident and Problem Management processes, including setting standards, best practice guidelines and performance measurements

So, What Kind of Folks Are We Looking for?

DriveTime is currently looking for a knowledgeable and motivated Assistant Director of IT to join our team in Tempe, AZ. This is an exciting opportunity with a great deal of growth potential. The ideal candidate will have over 3 years of experience working in a similar role.

• Organization and time management skills in spades. You'll be handling multiple projects and deadlines that will require you to prioritize then re-prioritize then re-prioritize again.
• Excellent verbal and written communication skills - the ability to talk and write with confidence, charisma, and competence for a wide variety of audiences.
• Detail-oriented. Okay we know it's on about every job description - but we really mean it!
• Team Orientation. You appropriately include others in decision-making. You genuinely care about co-workers' wellbeing and input and are interested in developing collaborative working relationships characterized by trust and mutual respect.
• Decisiveness. You can make timely, informed decisions that consider facts, goals, constraints, and risks.
• Outcome Orientation. You understand the "whys" behind tasks and can achieve complex goals with a high level of autonomy.

The Specifics.

• 3+ years of Incident and Problem Management experience in an Enterprise environment
• 3+ years of experience overseeing and managing projects for team, including gathering requirements, identifying risks, tracking tasks and managing timelines
• 3+ years of coaching and developing leaders
• 5+ years of service desk or internal systems support experience
• 7+ years leadership/management experience over multiple teams
• 10+ years of progressive experience in the Information Technology field
• Experienced with transforming Technical Support/Help Desk into Enterprise Service Desk is preferred
• Must have customer-centric mindset
• Must be a self-starter and able to effectively prioritize changing work-priorities
• Knowledge of ITIL methodologies

• Related IT Certifications - ITIL, Microsoft, CompTIA, ETC
• Basic T-SQL queries
• Leadership experience of remote-based teams and employees a plus
• Experience with Tier-1 ITSM Systems desired
• College Degree in a related field

So What About the Perks? Perks matter

• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• But Wait, There's More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We're as passionate about your professional development as you are. With that, we'll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green. We offer competitive pay across the organization, because, well money matters!
• In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
• Give Us a Reason (or not), and We'll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other's company outside of day-to-day work.
• Smart-Casual Dress. Come dressed in jeans (you'll fit right in with the rest of us).
• Paid Time Off & Paid Holidays. Not just lip service: we work hard, to play hard.
• Company Driver. It's one of the coolest perks of being who we are! We've got your insurance, maintenance, and cost of vehicle covered; you just keep gas in the tank.

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!

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!