IT Service Management, Director

The Director of IT Support Management is responsible for leading the strategy, governance, and operational delivery of enterprise IT support services.

This role oversees end-user support operations, IT service management processes, vendor partnerships, and the lifecycle management of end-user technology assets.

This role partners closely with business operations leadership to ensure IT services align with organizational priorities, support operational efficiency, and deliver a consistent, high-quality end-user experience.

In addition to operational oversight, the Director is responsible for driving the continuous improvement and maturity of the organization's IT service delivery model, including service performance metrics, service catalog governance, and operational readiness for new technology deployments.

Key Duties and Responsibilities

Service Strategy & Delivery


* Define and execute the IT service operations strategy and roadmap aligned to business priorities


* Deliver reliable, high-quality IT support services that enable workforce productivity and a consistent end-user experience


* Serve as the executive escalation point for major incidents, ensuring rapid resolution and clear stakeholder communication


* Ensure operational readiness and supportability for new systems, technologies, and business initiatives

Operational Excellence & ITSM Governance


* Own end-to-end IT service delivery performance (SLAs, KPIs, response/resolution times, customer satisfaction)


* Lead ITSM governance across incident, problem, request, and change management processes


* Drive continuous service improvement through root cause analysis (RCA), trend analysis, and process optimization


* Maintain and evolve the service catalog, ensuring services are clearly defined, measurable, and aligned to business needs


* Establish standardized, scalable, and auditable service management practices

Customer Experience & Business Partnership


* Build strong relationships with business and operations leaders to ensure IT services effectively support organizational objectives


* Act as a trusted advisor, identifying opportunities to improve productivity, efficiency, and user experience through technology services


* Ensure transparency through regular communication of service performance, issues, and improvement initiatives


* Champion a customer-centric culture focused on experience, education, and awareness, not just issue resolution

Technology, Tools & Automation


* Oversee IT service delivery platforms (ITSM, endpoint management, patching, MDM, monitoring, knowledge management)


* Drive adoption of automation, self-service, and AI-enabled capabilities to improve service speed and reduce cost-to-serve

Vendor & Third-Party Management


* Manage strategic relationships with service providers, outsourced partners, and technology vendors


* Ensure vendor performance meets contractual SLAs, KPIs, and ...