Director, IT Service Management & ESM

The Freeman Company (TFC) Brands; Atlanta (GA); Hybride; USD 150 000 - 190 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Résumé du poste

The Freeman Company is seeking a Director of Technology Support to lead IT service delivery, including the Help Desk, incident and problem management, and the Enterprise Service Management platform team. You will apply ITIL and service management frameworks, partnering with development, infrastructure, architecture and security.

This role supports the Technology Services team with a hybrid schedule, requiring in-office and show-site work 2–3 days per week, based in Atlanta, Dallas or Las Vegas

Qualifications

• Bachelor’s or Master’s degree in Information Technology, Computer Science or a related field.
• 10+ years in IT service management, including 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.
• ITIL certification highly preferred; ESM platform administration or implementation certification a plus.
• Strategic thinking and strong business acumen.
• Excellent verbal and written communication; able to lead cross-functional teams and influence senior stakeholders.
• Strong problem-solving, negotiation and analytical skills.
• Manages multiple projects under pressure.
• Able to work extended hours for major incidents.

Responsabilités

• ITSM strategy and maturity—Develop and execute a strategy aligned with objectives.
• Own and mature ITSM processes, metrics, and reporting with controls for risk and lifecycle improvements.

Connaissances

IT service management

Leadership

Stakeholder management

ITIL processes

Communication

Problem solving

Vendor management

Formation

Bachelor’s degree in IT or CS

Master’s degree

Outils

ServiceNow

ITOM

CMDB

CSDM

Aisera

Freshworks

EasyVista

Description du poste

The Freeman Company is seeking a Director of Technology Support to lead IT service delivery, including the Help Desk, incident and problem management, and the Enterprise Service Management platform team. You will apply ITIL and service management frameworks, partnering with development, infrastructure, architecture and security.

This role supports the Technology Services team with a hybrid schedule, requiring in-office and show-site work 2–3 days per week, based in Atlanta, Dallas or Las Vegas