Director IT Technical Operations

Responsibilities

• Support and demonstrate IMA’s core values
• Value and understanding the importance of diversity, equity, and inclusion among all IMA associates
• Recruits, retains and develops IT Field Technician and Helpdesk team members to build a team that meets, or exceeds, IMA’s technology needs for today and tomorrow
• Establish clear expectations, accountability, goals, and development plans for leaders and team members
• Responsibility for 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
• Sets key processes and standards for on-site workstation and peripheral hardware and support models
• Facilitates, participates in, and implements 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)

Requirements

• Bachelor’s degree
• 14+ years’ or equivalent work experience in computer technology-related fields
• 10+ years’ management experience with technical team members
• Preferred: experience managing remote 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