Director, Information Technology

Swooped; United States; Remote; USD 140,000 - 160,000; Full time

Job summary

Swooped is seeking an IT Director responsible for overseeing daily IT operations and managing end-user services. This hands-on role requires excellent leadership skills and experience in IT service management, focused on delivering top-tier service and technology solutions. The successful candidate will also be involved in strategic technology initiatives and ensure compliance with cybersecurity protocols.

Qualifications

• 5+ years proven experience in IT service management or a similar role.
• Proficiency in incident management and problem resolution.
• Strong organizational and project management skills.

Responsibilities

• Oversee daily IT operations ensuring timely resolution of service requests.
• Develop and monitor KPI’s and SLA standards.
• Manage third-party helpdesk providers and IT infrastructure projects.

Skills

Leadership

Communication

Interpersonal Skills

Problem Resolution

Data Analysis

Project Management

Education

Bachelor’s degree in information technology or Computer Science

Tools

ITIL

Job description

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The IT Director, a hands-on role, will be responsible for overseeing the daily operations and support of all end-user services and ensure all issues and requests are resolved in a timely manner. This role requires excellent leadership skills, a passion for teaching & coaching, a strong understanding of end-user technology and devices, and a commitment to delivering best in class experiences for employees.

Responsibilities

• Lead and develop a team of individuals focused on providing best in class technology & operations for employees.
• Oversee the daily IT operations of the IT service desk, ensuring timely and proactive resolution of service requests.
• Develop and monitor KPI’s and SLA standards
• Coordination with sister companies and parent companies as necessary
• Manage third-party helpdesk providers, where applicable.
• Lead IT infrastructure and engineering efforts to modernize and standardize the end-user technology stack. Some examples of projects include:
• Migrating Mac endpoints to Intune
• Champion SSO via Entra across all business applications
• Implement best practice security principles for all end points
• Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning and equipment retrieval.
• Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency.
• Ensure a high level of customer satisfaction by maintaining service excellence and serving as a point of escalation for critical issues.
• Collect feedback from end-users to improve user experience and service delivery.
• Identify and drive initiatives for process improvements, focusing on streamlining operations and enhancing service levels.
• Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement.
• Manage incident and problem management processes, ensuring root cause analysis and effective resolution.
• Stay abreast of emerging technologies and industry trends, ensuring the technology evolves to meet changing business needs.
• Conduct regular training sessions for staff to keep them updated with new tools and technologies.
• Foster a collaborative environment within the team, promoting knowledge-sharing and continuous improvement.
• Ensure compliance with all relevant regulations and standards, including data protection and cybersecurity protocols.

Skills & Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5+ years proven experience in IT service management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in incident management and problem resolution.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework.
• Familiarity with emerging technologies and industry best practices.
• Ability to analyze complex data and generate actionable insights.
• Strong organizational and project management skills.
• Commitment to professional development and continuous learning.

Salary Range: $140,000 - $160,000 based on experience

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Management

• Industries

  Computer and Network Security and Technology, Information and Media

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