Director IT Technical Operations

IMA Financial Group•Dallas, GA

5d•Hybrid

About The Position

This role is responsible for supporting and demonstrating IMA’s core values, including the importance of diversity, equity, and inclusion. The Director will recruit, retain, and develop IT Field Technician and Helpdesk team members to meet current and future technology needs. Key responsibilities include establishing clear expectations, accountability, goals, and development plans for leaders and team members. The position oversees the design, implementation, and continuous operation of key ITSM foundational processes, providing strategic direction for Field Technician services across the country. This includes establishing a consistent nationwide field support model while considering regional needs. The role is responsible for daily support activities for on-site Field Technicians and the Enterprise Help Desk, setting standards for workstation and peripheral hardware and support models. Additionally, the Director will facilitate, participate in, and implement continuous improvement and cost management programs aligned with the IMA business strategy, such as balancing on-premises and cloud posture, hardware refreshes, and operational administration improvements.

Requirements

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

Nice To Haves

Experience managing remote team members
Fresh Service experience preferred
Experience with Microsoft M365 integration projects.

Responsibilities

Support and demonstrate IMA’s core values, including diversity, equity, and inclusion.
Recruit, retain, and develop IT Field Technician and Helpdesk team members.
Establish clear expectations, accountability, goals, and development plans for leaders and team members.
Oversee the design, implementation, and continuous operation of key ITSM foundational processes.
Provide strategic directions for Field Technician services supporting offices across the country.
Establish a consistent nationwide field support model while accounting for the needs of individual offices and geographic regions.
Responsible for daily support activities across on-site Field Technicians and Enterprise Help Desk.
Set key processes and standards for on-site workstation and peripheral hardware and support models.
Facilitate, participate in, and implement continuous improvement and cost management programs designed to facilitate the IMA business strategy and roadmap (examples: balance of on-premises and cloud posture, hardware refreshes, and operational administration improvements).