Director Technology Support

Freeman•Dallas, TX

5d•Hybrid

About The Position

The Director - Technology Support is accountable for delivering IT services as the IT service owner. The role leads the Help Desk, incident and problem management, and the Enterprise Service Management (ESM) platform team, spanning ITSM, ITOM, CMDB, CSDM and change management. The director applies ITIL and service management frameworks to set standards, drive efficiency and reduce service interruptions, partnering with application development, infrastructure, architecture and security. This position supports the Technology Services team and is eligible for a hybrid schedule, generally requiring work in an office and/or show site 2–3 days per week. The ideal candidate will be based in Dallas, Texas; Las Vegas, Nevada; or Atlanta, Georgia. The director develops and executes an ITSM strategy and maturity roadmap aligned with organizational objectives; owns ITSM processes, metrics, reporting and process controls; optimizes Help Desk operations; leads major incident response and root-cause analysis; and leads the ESM platform team. The role owns the ESM platform end to end, including its roadmap, governance, upgrades, integrations, service health, security, user experience, licensing and vendor relationships. The director also partners with IT and business leaders on service improvements, communicates policy and process changes, manages ITSM and ESM budgets and technology spend, and ensures compliance with regulatory requirements and company policies. Travel up to 25% is required.

Requirements

Bachelor’s or Master’s degree in Information Technology, Computer Science or a related field.
10+ years of experience in IT service management.
5+ years in a leadership role managing direct reports.
Proven experience implementing and managing Enterprise Service Management platforms, such as ServiceNow, Aisera, Freshworks or EasyVista, and ITIL processes.
Experience leading an ESM platform team across ITSM, ITOM, CMDB, CSDM and change management, including upgrades and governance.
Strategic thinking and strong business acumen.
Excellent verbal and written communication skills, with the ability to lead cross-functional teams and influence senior stakeholders.
Strong problem-solving, negotiation and analytical skills.
Ability to manage multiple projects under pressure.
Ability to work extended hours for major incidents.
Ability to travel up to 25%.

Nice To Haves

ITIL certification is highly preferred.
ESM platform administration or implementation certification is a plus.

Responsibilities

Develop and execute an ITSM strategy and maturity roadmap aligned with organizational objectives.
Own and mature ITSM processes, metrics and reporting, including process controls to manage technology-change risk and support continuous improvement across the lifecycle.
Optimize Help Desk operations and support quality through operational metrics, reducing incidents and improving user satisfaction.
Lead major incident response, ensuring swift resolution and effective stakeholder communication.
Drive root-cause analysis and corrective actions to eliminate recurring disruptions.
Lead and develop the ESM platform team by setting priorities, coaching, managing performance and building platform skills and bench strength.
Own the ESM platform end to end across ITSM, ITOM, CMDB, CSDM and change management, and remain accountable for platform health, stability, performance, security and user experience.
Set the platform roadmap and govern demand intake, prioritization and delivery of enhancements with IT, business stakeholders and implementation partners.
Own ESM platform change management, including change models, risk assessment and CAB, to reduce change-related incidents.
Maintain CMDB accuracy and alignment with CSDM through ITOM discovery and service mapping; govern ITOM event management, including alert sources, correlation and thresholds.
Establish platform governance, including configuration standards, separate development, test and production instances, and testing and change control for releases.
Plan and deliver platform upgrades and patches with regression testing; maintain key integrations; and deliver dashboards on SLAs, backlog and service health.
Expand automation, self-service, virtual agent and AI capabilities, and manage platform licensing, costs, and vendor and partner relationships.
Partner with IT and business leaders to identify and refine service improvement and efficiency roadmaps.
Communicate IT service policy and process changes to executives, employees and stakeholders.
Manage the ITSM and ESM budget, technology spend and collaboration tool licensing, and ensure compliance with regulatory requirements and company policies.
Perform other duties as assigned.