Indigo is a company dedicated to harnessing nature to help farmers sustainably feed the planet. With a vision of creating a world where farming is an economically desirable and accessible profession, Indigo works alongside its growers to apply natural approaches, conserve resources for future generations, and grow healthy food for all. Utilizing beneficial plant microbes to improve crop health and productivity, Indigo’s portfolio is focused on cotton, wheat, barley, corn, soybeans, and rice. The company, founded by Flagship Pioneering, is headquartered in Boston, MA, with additional offices in Memphis, TN, Research Triangle Park, NC, Sydney, Australia, Buenos Aires, Argentina, and São Paulo, Brazil. www.indigoag.com 

The Director, IT Services will strategically manage a successful IT Services Team, providing support for Technology Help Desk, Systems Support Services, and Technology Deployment. This person will play a key role in strategically communicating and planning IT Services across office locations, providing immediate impact. 

Responsibilities:

• Develop overall cross-office support plan that incorporates Boston, Memphis, North Carolina, and International offices
• Perform a gap analysis of current support infrastructure, and implement necessary changes and enhancements
• Create a strategic roadmap to create a world-class IT Services Team that aligns with Indigo’s business objectives and needs
• Define IT Services SLAs and develop KPIs to measure overall IT Services performance
  • Define process for reporting/managing to SLAs
  • Develop reporting system to reflect overall performance
• Define triage process and clear Software Engineering hand-off requirements and process
  • Create metrics to track activity based on triaged requests (calls received, calls resolved, calls escalated, etc.)
  • Define roadmap to automate troubleshooting and request escalation
  • Document support workflows, specifying owners of each segment
• Create a training roadmap for all Indigo users for all IT services and solutions
• Work with People Team to define and automate onboard and offboard processes and improvements

Competencies:

• Extremely customer-service oriented
• Demonstrated responsiveness to all requests
• Demonstrated ability to satisfy customers
• Strong written and oral communication skills
• Operationally-minded: execution-focused, driving to SLAs, proactive reporting
• Understands, embodies, and is excited by Indigo’s mission

 Qualifications:

• 5+ years experience managing IT Services team, with demonstrated success motiving and keeping team on track
• Experience working in a dynamic, fast-paced, high-growth environment
• Experience with cloud technology (AWS, O365, GSuite)
• Willing to travel occasionally
• International experience preferred