MD-IT Support Services

POSITION OVERVIEW:

Leads the strategy, delivery and continuous improvement of IT support services to ensure reliable end-user support, resilient infrastructure operations and consistent service quality across the enterprise

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Recruit, mentor, develop, and evaluate a team of high-performing IT service and operations leaders fostering reusability and continuous improvement

2. Define and execute the IT support services strategy, ensuring scalable and high-quality delivery across enterprise locations

3. Direct enterprise-wide support functions including service desk, field operations, centralized monitoring and infrastructure patching to ensure operational continuity and compliance with standards

4. Ensure effective major incident response, executive communications and participation in business continuity planning (BCP) and execution

5. Oversee the development of best practices, knowledge base content and operational standards to drive consistency and efficiency across all support teams

6. Support the development of a center of excellence for site reliability engineering (SRE) to advance operational automation and service quality

7. Strategic leadership skills to align IT support services with enterprise infrastructure and business continuity objectives

8. Comply with all applicable laws/regulations, as well as company policies/procedures.

9. Perform other duties as assigned.

QUALIFICATIONS:

* Bachelor's degree in information technology, computer science, or a related field

* Minimum of ten (10) years of experience leading IT service delivery or infrastructure support in enterprise environments

* Proven expertise managing enterprise support services, including service desk operations, incident response and on-site technology support

* Strong communication and influencing skills to engage executives, stakeholders, and cross-functional teams effectively

* Proven expertise managing enterprise support services, including service desk operations, incident response and on-site technology support

* Strong knowledge of centralized infrastructure operations, monitoring and patching practices

* Experience establishing and scaling site reliability engineering (SRE) or equivalent operational excellence practices

JOB CONDITIONS:

* Some travel required.

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at ADAAssistance@freight.fedex.com.

FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.