Director/Head of Support
ITTS.GEN.P6
Provides enterprise-level leadership for IT service delivery.
Provides enterprise-level leadership for IT service delivery.
The story of this role
Who does this work
The IT Support Specialist: a dedicated and knowledgeable worker who wants to ensure that every end user has a seamless experience with technology.
The problem this role solves
- The external problem: End users are facing technical issues that disrupt their work and productivity.
- The internal problem: The IT Support Specialist feels overwhelmed by the volume of requests and struggles with balancing speed and quality in resolving issues.
- Why it matters: Every employee deserves to work without technical hindrances, and a well-functioning technology infrastructure is critical for organizational success.
The plan
- 1. Assess the user's issue through active listening and effective communication.
- 2. Utilize critical thinking to diagnose the problem and identify possible solutions.
- 3. Implement the solution using technical skills and knowledge of computers and electronics.
- 4. Follow-up with the user to ensure the problem is resolved and provide additional support if needed.
- 5. Document the issue and its resolution for future reference and to improve the knowledge base.
What's at stake
End users remain frustrated and unable to perform their tasks efficiently. The IT Support Specialist feels burned out and disengaged due to unresolved issues piling up.
Success looks like
End users feel supported and experience minimal disruptions in their workflow. The IT Support Specialist gains confidence and recognition for their problem-solving abilities.
Summary
Provides enterprise-level leadership for IT service delivery. Sets vision for end-user support aligned with business goals.
Level — P6 — Principal Professional
Top individual contributor; recognized authority with strategic impact, equivalent to a low executive level
- Scope
- Organization-wide architecture and the hardest problems
- Autonomy
- Defines direction; minimal oversight
- Complexity
- Strategic, open-ended problems shaping the technical future
- Impact
- Organization-wide
- Decision rights
- Sets technical strategy for a major area
- Leadership
- Recognized authority; multiplies many teams
- Typical experience
- 12–18 yrs
Core outputs
No core outputs recorded yet.
Adjacent roles
Nearest roles by structural coordinates (level + taxonomy). Distance 0 → 1; each carries its 3-state match band. How coordinates work → · Compare side-by-side →
Componentsshow ▾
Responsibilities10
- Provide enterprise-level leadership for IT service deliverycommonlevel
- Set vision for end-user support aligned with business goalscommonlevel
- Direct multiple support teamscommonlevel
- Develop long-term strategies for IT supportcommonlevel
- Ensure alignment with business objectivescommonlevel
- Lead innovation in service deliverycommonlevel
- Represent IT support in executive forumscommonlevel
- Drive talent development and succession planningcommonlevel
- Manage risk and ensure compliancecommonlevel
- Foster a culture of excellence and continuous improvementcommonlevel
Tasks3
- Provide leadership for IT service deliverycommonlevel
- Set vision for end-user supportcommonlevel
- Direct multiple support teamscommonlevel
Skills8
- Enterprise leadershipcommonlevel
- Strategic visioningcommonlevel
- Influence and negotiationcommonlevel
- Risk managementcommonlevel
- Talent developmentcommonlevel
- Organizational leadershipcommonlevel
- Innovation in service deliverycommonlevel
- Compliance and risk managementcommonlevel
Knowledge8
- Enterprise IT service deliverycommonlevel
- Strategic vision and alignmentcommonlevel
- Risk management frameworkscommonlevel
- Talent development strategiescommonlevel
- Organizational leadership principlescommonlevel
- Innovation in IT supportcommonlevel
- Compliance standardscommonlevel
- Executive influence techniquescommonlevel
competency8
- Strategic Visioncommonlevel
- Influencecommonlevel
- Risk Managementcommonlevel
- Talent Developmentcommonlevel
- Organizational leadershipcommonlevel
- Enterprise leadershipcommonlevel
- Innovationcommonlevel
- Compliance managementcommonlevel
qualification3
- 10+ years of IT experience with a history of executive or senior leadership rolescommonlevel
- Proven strategic leadership skillscommonlevel
- Experience in managing enterprise-level IT supportcommonlevel
Title aliasesshow ▾
| Alias | Type | Confidence | Approved |
|---|---|---|---|
| Director/Head of Support | common | medium0.50 | — |
Classification mappingsshow ▾
O*NET / SOC
- code=15-0000title=Computer & Mathematical Occupationssource=inferred_from_superfunctionreviewStatus=needs_review