Director, IT Support and Operations

Forbes•Jersey City, NJ

56d•$130,000 - $145,000•Hybrid

About The Position

Forbes is seeking a Director, IT Support and Operations, responsible for defining and executing the vision for Forbes’ internal IT operations — ensuring reliability, security, and efficiency across all corporate systems, end-user support, and infrastructure services. This is a hands-on, strategic leadership role reporting to the Vice President of Technology. This leader will oversee both the Helpdesk team (on-site and offshore) and the Infrastructure team, delivering world-class support experiences and maintaining secure, scalable systems that enable productivity across the organization. The ideal candidate is both a strategic modernizer and a technical contributor, capable of introducing automation, AI-driven processes, and next-generation tools to enhance IT service delivery. This position is hybrid, requiring regular in-office presence at our Jersey City, New Jersey headquarters at least three days per week.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
7–10+ years of IT experience, including at least 5 years in a leadership or senior management role overseeing IT support and infrastructure.
Proven ability to balance strategic leadership with hands-on technical execution, including direct engagement with tickets and incident management.
Demonstrated success modernizing IT operations through process automation, AI solutions, and continuous improvement practices.
Experience managing distributed technical teams (on-site and offshore) with strong performance outcomes.
Strong understanding of identity management, device administration, access control, and infrastructure security principles.
Skilled in incident management, problem resolution, and root-cause analysis across a diverse technology environment.
Proven ability to partner with executives, HR, Legal, and cross-functional teams to deliver secure and effective solutions.
Experience developing and tracking KPIs, service metrics, and operational reporting.
Exceptional communication skills, with the ability to explain complex technical topics to non-technical audiences.
Experience managing budgets, contracts, and technology procurement aligned with organizational goals.

Nice To Haves

Preferred certifications: ITIL Foundation, Network+, Security+, or equivalent operational management credentials.
Hands-On Leadership – leads by example, engaging directly with systems, tickets, and staff while setting strategic direction.
Modernization and Innovation – passionate about transforming IT operations through automation, AI integration, and digital process optimization.
Operational Excellence – ensures consistent uptime, rapid response, and exceptional end-user experience.
Team Development – mentors and empowers technical staff, fostering a culture of accountability, empathy, and professional growth.
Stakeholder Collaboration – builds strong relationships across departments, balancing business priorities with technical solutions.
Analytical and Data-Driven – uses metrics and reporting to evaluate trends, measure success, and guide improvements.
Technical Proficiency – deep understanding of IT infrastructure, identity systems, and user support practices.
Communication and Influence – translates complex issues into clear, actionable information for leadership and peers.
Commitment to Continuous Improvement – proactively evolves systems, workflows, and service models to meet the changing needs of a dynamic organization.

Responsibilities

Provide leadership and direction for corporate IT operations, including helpdesk, infrastructure, and identity management functions.
Serve as a hands-on technical leader, assisting with escalated support tickets, troubleshooting issues, and mentoring team members on best practices.
Manage and optimize IT service management workflows, ensuring efficient ticket handling, prioritization, and timely resolution.
Lead efforts to modernize Forbes’ IT operations by leveraging automation, AI, and data insights to streamline processes and reduce manual effort.
Partner with departments across Forbes to understand technology needs, address pain points, and deliver consistent, high-quality support.
Oversee employee lifecycle management processes, including onboarding, offboarding, and access control, ensuring secure and efficient execution.
Collaborate with HR, Legal, and Compliance teams to manage sensitive and time-critical processes with discretion and accountability.
Develop and implement policies, procedures, and workflows that strengthen system reliability, data integrity, and end-user satisfaction.
Define and monitor key performance indicators (KPIs) and operational metrics to track service levels, responsiveness, and system performance.
Direct the infrastructure team in maintaining and improving core corporate technology systems, ensuring uptime, scalability, and compliance.
Identify and deliver automation opportunities that improve support operations, reporting, and self-service capabilities.
Manage budgets, staffing plans, and vendor relationships, ensuring optimal use of resources and alignment with business priorities.
Maintain comprehensive documentation, knowledge bases, and process records for transparency and continuity.
Stay informed on emerging IT, AI, and automation trends to continuously evolve Forbes’ internal technology ecosystem.