Director of Support

Beyond Finance•Chicago, IL

3d•Onsite

About The Position

As the Director of Support, you will lead the teams responsible for Service Desk, IT and Product support. This is a people management role that owns end-to-end support operations strategy, execution, team development and project delivery. You will be hands-on, focused on minimizing end-user downtime, optimizing production uptime, scaling & maturing IT processes to sustainably support the growth of the organization. This is an in-office position.

Requirements

8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
Proven experience implementing AI and/or automated solutions in IT Service Management.
Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.

Responsibilities

Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
Develop and execute the support strategy aligned with company growth and organizational needs.
Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
Implement structured feedback loops from support to product roadmaps.
Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
Leverage data to analyze performance, identify trends and continuously improve service delivery.
Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
Drive adoption and optimization of ITSM processes and enhance user experience.
Manage staffing, workforce planning, vendor and outsourced partners.
Foster a culture of accountability, ownership and customer-first mindset.
Drive automation, self-service and knowledge management strategies.