Director, IT Service Desk

WHO WE ARE

The Information Technology and Media Production Technology team is seeking a Director to oversee our IT Service Desk team. The Service Desk team is responsible for creating a seamless user experience to allow our colleagues to produce high quality work without having to think about technology hurdles. This position reports to the SVP, Information Technology while working closely with members from the IT/MPT department and internal business leads.

Vox Media is a leading modern media company. We guide our audience from discovery to obsession. We inspire essential conversations about what's now, what's next, and what's possible.

As a community of journalists and storytellers, business professionals, creators and technologists, we believe it is a moral and business imperative to amplify voices: to cultivate diversity, equity, and inclusion throughout our organization and media. This applies to our candidates, our teams, our storytelling, our creative work, and our platforms, products, and partnerships.

WHAT YOU'LL DO

• Manage a team of help desk professionals as well as external consultants to deliver high-quality solutions and results to the business.
• Collaborate and partner with the team in order to address and resolve escalated issues and problems.
• Develop project plans and schedules to ensure constant coverage of multiple offices.
• Manage service desk operations budget as well as roadmap in order to deliver projects on time and within budget.
• Actively participate as a member of the IT leadership team (Information Security, Post-Production, and Production Technology) on major initiatives and quarterly planning meetings to ensure alignment across the organization.
• Ensure that processes used by the service desk team are well-documented and communicated.
• Maintain an up-to-date and detailed inventory of all Vox Media-owned computers and mobile devices.
• Establish, maintain & continually improve customer relationships and satisfaction regarding IT customer service and support.

WHO YOU ARE

• Bachelor's degree or equivalent experience in a related technical field preferred.
• 4+ years of experience in a service desk management capacity.
• High level of adaptability and agility in responding to rapidly changing IT environments, ensuring continuous improvement and the ability to effectively manage and implement new technologies and processes.
• Strong leadership, self-starter, interpersonal, and presentation skills with the ability to handle multiple, high-priority projects with a keen attention to detail.
• Experience in strategic and tactical decision-making that reflects good judgment, creative problem-solving skills, and resiliency.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• ITIL certification is preferred, but not required.

WHERE YOU'LL WORK

This job is located in our New York City office.

WHAT WE OFFER

This is a permanent, full-time position. This job is benefits-eligible. We pride ourselves in providing comprehensive benefits to support all of our employees wherever they are in life. You can find more information about our benefits here.

OUR DEI+ COMMITMENT

Vox Media is committed to building an inclusive environment where everyone can show up as their authentic selves and create their best work. We recognize that great stories, platforms, products and services come from people with all manner of backgrounds and experiences. We recognize that our commitments require ongoing work and sustained attention, as well as adaptation to new insights and best practices. We keep our diversity data public for the sake of accountability, transparency and communication.

Vox Media is an Equal Opportunity Employer and qualified applicants will receive consideration without regard to race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. Vox Media will also consider all qualified applicants with criminal histories in accordance with applicable Fair Chance laws. We are also committed to providing reasonable accommodations as part of the application process to candidates with disabilities. If you require a reasonable accommodation as part of the application process, please contact our People & Culture team ( ).

WHAT COMES NEXT

Our recruiting team will go through applications in a timely manner. Please note that our recruiting team will only contact you from @voxmedia.com email addresses, never via text message.