Search for Director of IT Support Operations roles in Boston, focusing on ITSM platforms, with over 10 years of IT support experience, requiring ITIL certification, for full-time positions.

Okay, I've searched for Director of IT Support Operations roles in Boston that emphasize ITSM platforms, require over 10 years of IT support experience, mandate ITIL certification, and are full-time positions. I found 75 relevant job openings for you.

Director of IT Support Operations

Boston, MA

10+ years

ITIL Certification

Full Time

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The Director of IT Support Operations at Bain Capital is fundamentally hired to optimize and streamline IT support functions, ensuring that end users receive the highest level of service. This role requires a strategic mindset to implement and mature operational strategies across several sub-teams, addressing challenges such as maintaining consistent service quality amidst potentially high volumes of support tickets, and improving user satisfaction through data analysis and feedback loops. The responsibilities include leading initiatives for continual service improvement based on metrics and user input, enhancing collaboration between support and engineering teams, and overseeing adherence to ITIL processes—indicating that the role is not only about operational oversight but also about driving a cultural shift towards proactive problem management and strategic alignment with the firm's objectives. Success in this position would likely be defined by measurable improvements in service delivery, enhanced user experience, and the effective management of the IT operations budget, revealing a multifaceted approach to leadership and operational excellence in a dynamic investment firm environment.

Company Analysis:

Bain Capital, founded in 1984, stands as a prominent player in the private investment landscape with a robust asset management portfolio of approximately $185 billion. The firm's commitment to innovation and collaboration is evident in its culture, which emphasizes empowerment and partnership. This environment likely fosters a fast-paced, entrepreneurial spirit where employees are encouraged to take ownership of their roles—characteristics that can be highly beneficial for individuals in leadership positions like the Director of IT Support Operations. Given the competitive nature of the investment sector, the role is crucial not just in enhancing IT support functions, but also in aligning these functions with broader company strategies aimed at creating long-lasting value for stakeholders. The organizational structure suggests that this role may provide substantial visibility to senior leadership and involve significant interaction across various teams, making it essential for the director to possess strong interpersonal skills and the ability to influence strategically across the firm. The drive for operational excellence within IT will contribute significantly to Bain Capital's overarching mission of unlocking potential through informed, data-driven decisions.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

1. Behavioral: Can you share an experience where you improved an IT support process? What steps did you take and what was the outcome?
1. Behavioral: Describe a challenging situation with a cross-functional team. How did you approach resolving any conflicts that arose?
1. Behavioral: Tell me about a time when you had to make a data-driven decision regarding IT operations. What data did you analyze and what did you decide?
1. Behavioral: Discuss a time you received feedback from end users that prompted a change in service. How did you gather and implement this feedback?
1. Technical: What are the key elements of the ITIL framework that you believe are most critical for effective IT support operations?
1. Technical: How do you approach root cause analysis when dealing with recurrent IT incidents?
1. Technical: Describe your experience with Service-Now or similar ITSM platforms. How have you utilized them for performance tracking?
1. Technical: How would you ensure that your IT team remains updated with the latest technologies that could impact service delivery?
1. Situational: Imagine that end user satisfaction has dropped significantly in a particular metric. How would you investigate and respond to this trend?
1. Situational: If faced with a major service outage, what steps would you take to manage communication and recovery?
1. Company Fit: Why do you find Bain Capital's approach to private investment and operational efficiency appealing for your career?
1. Company Fit: How do you see your experience aligning with Bain Capital’s values and mission in creating lasting impact?
1. Company Fit: What do you think you can contribute to Bain Capital's culture of collaboration and innovation within the IT support realm?
1. Candidate Question: What specific challenges do you foresee for the Director of IT Support Operations in the next year?
1. Candidate Question: How does Bain Capital measure success in IT support operations, and what KPIs are most valued by senior leadership?

Job Details

Overview Company

Director, IT Support Operations

Bain Capital

2 days ago

Highlight

HybridFull-time10+ yearsDirector

Summary

Bain Capital is seeking a Director, IT Support Operations to join their team in Boston, MA. The role involves leading IT support functions and optimizing service management processes within the Global End User Services team.

About the Role

As the Director of IT Support Operations, you will serve as the operational lead within the Global End User Services team, focusing on optimizing IT support functions across sub-teams. Responsibilities include implementing operational strategies, managing ITSM platforms, and developing continual service improvement plans. You will also oversee platform support, manage budgets, and ensure adherence to ITIL processes.

About You

Required:

Bachelor’s degree in information technology, Business Administration, or a related field.
10+ years of experience in IT support, service management, or operations, with at least 3 years in a leadership role.
Significant expertise working with ITIL frameworks and best practices.
ITIL certification required, either Practice Manager in Incident and Problem or MP (preferred).
Significant experience working in ITSM platforms such as Service-Now.

Preferred:

A master’s degree is a plus.

Bain Capital

Founded in 1984, Bain Capital is one of the world’s leading private investment firms. We are committed to creating lasting impact for our investors, teams, businesses, and the communities in which we live.

As a private partnership, we lead with conviction and a culture of collaboration, advantages that enable us to innovate investment approaches, unlock opportunities, and create exceptional outcomes. Our global platform invests across five focus areas: Private Equity, Growth & Venture, Capital Solutions, Credit & Capital Markets, and Real Assets. In these focus areas, we bring deep sector expertise and wide-ranging capabilities.

We have 24 offices on four continents, more than 1,850 employees, and approximately $185 billion in assets under management. To learn more, visit www.baincapital.com. Follow @BainCapital on LinkedIn and X (Twitter).

Boston, MA