Job Description Summary

We are looking for a Director/Sr. Director of Application Support to join our team here at CCCIS. This role requires a technical leader who will lead a team, as well as, being immersed in the technology stack themselves. This role requires a deep understanding and commitment to customer service along with a drive for operation excellence to improve service delivery.

Job Duties

• Develops and implements processes and standards adhering to industry best practices and responsible for ensuring the integrity, reasonable response times, and availability of IT Service Desk, Network Operations Center, and other support functions.
• Collaborates with other IT leaders in discussions with end users to analyze needs and ensure IT operations and services are optimized to support business processes. Seeks to identify other potential end user customer service enhancements.
• Evaluates Service Level Agreements (SLA) data and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first-time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time.
• Analyzes data and key performance indicators to develop and publish application performance metrics. Publishes accessible dashboard reporting on service and delivery.
• Leads and mentors managers and team members to maintain qualified and motivated personnel; provides direction through development plans and performance evaluations, monitors workload and responsibilities in support of CCC’s vision and mission statements.
• Evaluation of staffing levels based on future business initiatives to support the company purpose.

Qualifications

• 7-10 years of relevant IT experience required, Application or Infrastructure preferred
• Minimum of 3 years’ in IT leadership position, IT Support Management preferred
• Broad working knowledge of all aspects of technology solutions / stack
• The ability to work with various IT teams and cross functional teams.
• Problem management to ensure corrective actions are implemented so incident can be prevented in the future.
• IT Service Management (ITSM) expertise.
• Communication and presentation, to be both the subject matter expert and advocate for ITSM in the executive suite.
• Leadership, collaboration and conflict resolution.

Why Choose CCC:

We promote a healthy work-life balance and offer generous benefit plans and resources designed with employee satisfaction in mind.
What we value is simple - customers, employee commitment, collaboration and clear communication.

We hire people who will embrace the company’s goals and productively contribute in ways that help us serve the customer, innovate, and stay strong.
We make it a priority to keep employees healthy, happy and enriched.

• Healthy - Wellness programs, competitive medical benefit offerings
• Happy – Recognition programs, a confidential employee assistance program, Perkspot/employee discount program and potentially flexible work arrangements such as staggered start times
• Enriched – Tuition reimbursement, training and learning programs, and leadership development opportunities

Our corporate headquarters is located in downtown Chicago within the historic Merchandise Mart—a certified LEED (Leadership in Energy and Environmental Design) building.

Please Note: Contingent Workers, Field Inventory Representatives and Interns are not eligible for the benefits above.

CCC Information Services was recognized by Forbes as one of America’s Best Mid-Sized Employers in 2018 and ranked #17 in the Top 100 Digital Companies in Chicago in 2017 by Built In Chicago.

CCC is ready to help you shift your career into high gear. Let's get started!