Director, IT Service Experience

Company Description

Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,900 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn. 

The Opportunity

Are you someone that wants to write five paragraphs of feedback when you get bad service? Are you compelled to comment when you get great service? We are looking for a creative, high-energy leader to join our savvy IT Support team, who understands that technology is meant to empower people. The work will be exciting and dynamic in a company that is growing rapidly. You will be part of a community that is fanatical about security and on a mission to make an impact in the global technology ecosystem. 

Reporting to the Senior Director of Infrastructure and Operations, you will be an integral part of making sure our customer-centric focus as a company extends to our internal customers. You will help bring more proactive problem-solving to the team and help us elevate to the next level of technical support maturity which in turn enables us to continue scaling to a $1b+ company.

The Role

• Formulate and deploy long-term strategic plans for the service experience team including technology roadmaps, people development, and hiring

• Build relationships with customer practice leaders to learn business goals and deliver against those goals with great service experiences

• Lead department operational activities including project planning, and organizing and negotiating the allocation of resources, using agile and lean methodologies

• Engage in talent planning, team development, and organizational roadmaps

• Manage financial aspects of the Service Experience Department, including purchasing, budgeting, and budget review and writing business case justifications for Service Experience spending and initiatives

• Review performance of Service Experience systems and lead efforts to scale processes and agent interactions with automation and knowledge management

• Define team KPIs, analyzing performance, and driving improvements in quality

• Oversee the deployment, monitoring, maintenance, development, and support of endpoint hardware and software

• Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts

• Oversee the provision of all end-user systems including maintaining licenses and license agreements for endpoint software to ensure smooth onboarding

• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end-users regarding the performance of the team and pertinent IT activities

• Manage vendor contracts, service agreements, and vendor performance

• Own and evolve the ITSM Platform and associated integrations

• Create leadership depth within the Service Experience team

Qualifications and Traits

• Bachelors Degree in Computer Science, MIS, Business Administration, or related field

• 7-10 years of experience in IT with at least 5 years managing people 

• Strong people leadership including experience managing a disparate global team 

• High degree of skill in the areas of cross-functional teamwork, interpersonal relationships, written and oral communication

• Initiative in recommending enhancements and improvements to tooling and processes

• Experience developing and building long-term strategic plans, roadmaps, and team vision. 

• Experience automating workflows and processes in a helpdesk or ITSM

• Knowledge in most aspects of IT infrastructure 

• ITIL certification preferred with experience implementing and maintaining an ITIL framework for service delivery

• Experience managing outsourced service experience partners and virtual employees

• Up-through-the-ranks technical background, including time spent managing endpoints system, deploying software, and configuring applications

• Experience building and maintaining a global knowledge base

• Experience managing outsourced service experience partners and virtual employees

• Technical certifications such as Server+, Security+, MCSA, and similar a plus

• Experience with Service Now, Freshworks/FreshService, Zendesk, Solarwinds preferred