Director Information Technology

Job Summary

The Director Information Technology leads enterprise IT services across One Call US and One Call Mexico, with accountability for end user computing, IT service desk, ITSM process discipline, endpoint engineering, and the colleague technology experience. Reports to the Vice President, Information Technology.

Essential Duties & Responsibilities

• Strategic Leadership: Drives strategy for enterprise IT services, end user computing, and IT operations across One Call US and One Call Mexico.
  Drives ITSM process maturity across request, and asset management.
  Drives modernization of endpoint management and end user technology experience.
  Partners with security, infrastructure, and HR functions on identity, access, and onboarding workflows.
  Owes the IT services roadmap in support of enterprise transformation initiatives.

• End User Computing & Endpoint Engineering: Owns design and delivery of desktop, mobile, and endpoint experience across the enterprise.
  Drives standardization of Windows and Apple endpoint management (Intune, JAMF) including zero-though provisioning.
  Establishes endpoint security and compliance posture in partnership with security organization.
  Led enterprise productivity platform strategy (Microsoft 365, Teams, SharePoint, OneDrive).
  Owes hardware lifecycle management, asset management, and procurement strategy across US and Mexico.

• Service Delivery & ITSM Process: Leads IT service desk operations supporting global workforce including US, Mexico, remote and offshore colleagues.
  Drives service maturity through SLA discipline, knowledge management, and self-service capability.
  Led expansion of enterprise service desk and IT service catalog content.
  Partners with the ServiceNow product function on platform capability, requirements, and roadmap to ensure ITSM processes are well-supported by the platform.

• People Leadership: Leads and develops Manager-level leadership team across US and Mexico operations.
  Owes talent strategy including hiring, succession planning, and performance management.
  Buil bench strength across IT operations, end user services, endpoint engineering, and service desk.
  Establishes service delivery culture grounded in customer experience and operational excellence.
  Vendor & Financial Management: Owns vendor relationships across endpoint management platforms, productivity software, and managed services.
  Managers operation budget across IT services, endpoint hardware, and software licensing.
  Drives hardware license optimization and cost discipline.

Essential Knowledge, Skills & Abilities

• Knowledge of ITSM concepts, processes, and practices; experience operating in environments running ServiceNow strongly preferred.
  Deep expertise in end user computing across Windows and Apple platforms.
  Strong working knowledge of endpoint management platforms (Intune, JAMF, Workspace ONE).
  Experience with enterprise productivity platforms (Microsoft 365, Teams, SharePoint, OneDrive).

• Track record of building service maturity through SLA discipline, knowledge management, and continuous improvement.
  Experience leading IT operations across multiple geographies including international locations; experience operating in or with Mexico strongly preferred.
  Strong vendor management and contract negotiation experience.
  Pioneered ability to lead distributed teams across geographies including offshore and contact center support.
  Executive communication skills with ability to translate technology decisions into business outcomes.
  Experience with identity and access management platforms and integration patterns.
  Ability to operate effectively in regulated industries (healthcare, financial services, worker’s compensation).

Physical/Mental Demands & Work Environment

This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.