Director IT Technical Operations

IMA Financial Group•Atlanta, GA

7d•$140,000 - $175,000

About The Position

The Director IT Technical Operations leads the teams and services responsible for IT field support and the Enterprise Help Desk. The role recruits, retains, and develops IT Field Technician and Helpdesk team members; establishes expectations, accountability, goals, and development plans; and sets strategic direction for field technician services supporting offices nationwide. The director establishes a consistent nationwide support model while accounting for the needs of individual offices and geographic regions, and is responsible for daily support activities across on-site technicians and the Enterprise Help Desk. The position oversees the design, implementation, and continuous operation of key ITSM foundational processes, along with standards for workstation and peripheral hardware and support models. It also facilitates and implements continuous improvement and cost-management programs in support of IMA’s business strategy and roadmap, including work related to on-premises and cloud posture, hardware refreshes, and operational administration improvements. Some travel is required.

Requirements

Bachelor’s degree.
14 or more years of experience, or equivalent work experience, in computer technology-related fields.
10 or more years of management experience with technical team members.
In-depth knowledge across infrastructure and operations, demonstrated with certifications in ITIL, ITSM, or other relevant areas.
10 or more years of current experience with Microsoft desktop operating systems, Microsoft Outlook, Microsoft Teams, and SharePoint.
10 or more years of workstation management and application deployment using Microsoft Intune.
10 or more years of experience and demonstrated success implementing and improving a service desk ticketing system, including workflows and asset management.
8 or more years of experience with IT processes for employee onboarding, offboarding, and workstation setup.
8 or more years of experience supporting office IT capabilities for printing, conference-room AV, and access badging.
Some travel required.

Nice To Haves

Experience managing remote team members.
Freshservice experience with service desk ticketing systems.
Experience with Microsoft M365 integration projects.

Responsibilities

Support and demonstrate IMA’s core values, including the importance of diversity, equity, and inclusion among associates.
Recruit, retain, and develop IT Field Technician and Helpdesk team members.
Establish clear expectations, accountability, goals, and development plans for leaders and team members.
Design, implement, and continuously operate key ITSM foundational processes.
Provide strategic direction for Field Technician services supporting offices across the country.
Establish a consistent nationwide field support model while accounting for individual office and regional needs.
Manage daily support activities across on-site Field Technicians and the Enterprise Help Desk.
Set processes and standards for on-site workstation and peripheral hardware and support models.
Facilitate, participate in, and implement continuous improvement and cost-management programs supporting IMA’s business strategy and roadmap.
Support initiatives such as balancing on-premises and cloud posture, hardware refreshes, and operational administration improvements.