Harbor is seeking a Vice-President of User Experience (IT) to join our growing team. The VP of User Experience is responsible for developing, leading, and managing Harbor’s internal and external help desk resources, with a drive to provide outstanding service and experience to all harbor colleagues, regardless of seniority or role. This individual is a hands-on strategic leader within the IT function that will report to the Senior Vice President of IT. This can be a hybrid position from either Chicago, IL or Moncton, NB or can work anywhere remotely in Canada or the US.

Responsibilities:

• Lead the strategy, design and implementation of help desk infrastructure and resources, both internal to Harbor and with external vendors.
• Be a model of outstanding service and experience to all colleagues, regardless of seniority or role.
• Deliver innovative and efficient end-to-end user experiences that meet business objectives and anticipate diverse individual user needs.
• Develop and drive process standards across a global organization.
• Build and maintain a strong team and department culture focused on exemplary customer service.
• Provide regular and ongoing mentorship, coaching, and developmental opportunities for each individual team member.
• Provide strategic direction, functional expertise and support to IT and other Harbor business leaders and executives regarding help desk operations and end-user experience.
• Other projects as needed/assigned.

Qualifications:

• Bachelor’s degree in IT or a related field is required.
• 10-15 years of hands-on experience in IT, including user/client support and help desk operations.
• Proven strong ITSM process knowledge.
• Experience with Professional Services environments, including Mergers & Acquisitions, is highly desired.
• Strong negotiation and consultative skills with the ability to effectively partner with and influence people at all levels.
• Exceptional intellectual curiosity, analytical thinking and independent problem-solving skills.
• Strong written and oral communication skills.
• Highly collaborative and adept at working in a fast-paced, growth-oriented organization.
• Excellent leadership skills, including the ability to develop highly organized and motivated teams.
• Able to travel as needed.