Director IT Technical Operations

IMA Financial Group, Inc.; Pasadena (CA); On-site; USD 140,000 - 175,000; Full time

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

Dental

Vision

401(k)

Paid Time Off

Flexible Work Options

Sabbatical

Life/AD&D

Job summary

IMA Financial Group, Inc. in Pasadena, CA seeks an senior IT leader to recruit, develop and guide a nationwide Field Technician and Helpdesk team.

You will design and operate ITSM processes, set standards for hardware support, and drive continuous improvement across the organization. The role requires 14+ years in IT with 10+ years in management, ITIL/ITSM expertise, and extensive experience with Intune, Fresh Service, and Microsoft 365 integration projects.

Qualifications

• 14+ years’ or equivalent work experience in computer technology-related fields.
• 10+ years’ management experience with technical team members.
• In-depth knowledge across infrastructure and operations with ITIL/ITSM certifications.
• 10+ years of workstation management and application deployment using Microsoft Intune.
• 10+ years’ experience and success with service desk systems (Fresh Service preferred).
• 8+ years’ experience in onboarding/offboarding and workstation setup.
• 8+ years’ experience supporting office IT: printing, AV, access control.

Responsibilities

• Support and demonstrate IMA’s core values.
• Value and promote diversity, equity, and inclusion among associates.
• Recruit, retain and develop IT Field Technician and Helpdesk teams to meet technology needs.
• Establish clear expectations, accountability, goals, and development plans for leaders and team members.
• Design, implement, and operate ITSM foundational processes.
• Provide strategic direction for Field Technician services nationwide.
• Establish a consistent nationwide field support model across offices and regions.
• Oversee daily on-site Field Technicians and Enterprise Help Desk activities.
• Set processes and standards for on-site hardware and support models.
• Lead continuous improvement and cost management programs aligned with business strategy.

Skills

14+ years in IT

10+ years management

ITIL/ITSM certifications

Intune workstation management

Fresh Service / service desk

on-site field tech leadership

remote team management (preferred)

M365 integration projects (preferred)

enterprise IT operations

Tools

Microsoft Intune

Fresh Service

MS 365

Job description

ESSENTIAL JOB RESPONSIBILITIES include but are not limited to:

• 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)

REQUIRED EXPERIENCE & SKILLS include but are not limited to:

• Required: 14+ years’ or equivalent work experience in computer technology-related fields
• Required: 10+ years’ management experience with technical team members
• Preferred: experience managing remote team members
• Required: in-depth knowledge across infrastructure and operations demonstrated with certifications in ITIL, ITSM, or other
• Required: 10+ years of workstation management and application deployment utilizing Microsoft Intune
• Required: 10+ years’ experience and demonstrated success with implementation and improvements for a service desk ticketing system, including workflows and asset management with Fresh Service experience preferred.
• Required: 8+ years’ experience with IT processes for employee onboarding, offboarding, and workstation setup
• Required: 8+ years’ experience supporting office IT capabilities for printing, conference room AV, access badging.
• Preferred: Experience with Microsoft M365 integration projects.

The anticipated posting timeline for this opportunity is 10/28/2026-11/28/2026.

Salary Range: $140,000 USD - $175,000 USD

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following:

• Annual Performance Bonus
• Stock Purchase
• Medical Plans
• Prescription Drugs
• Dental
• Vision
• Family Assistance Program
• FSA
• HSA
• Pre-Tax Parking Plan
• 401(k)
• Life/AD&D
• Accident
• Critical Illness
• Hospital Indemnity
• Long Term Care
• Short-term Disability
• Long-term Disability
• Business Travel Accident
• Identity Theft
• Paid Time Off
• Flexible Work Options
• Paid Holidays
• Sabbatical
• Gift Matching
• Well-Being Stipend
• Personal and Professional Development.

*These benefits do not apply to internship roles.*

Why Join IMA?

We’ve built a reputation for putting our associates first

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It’s this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team

We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we’re big enough to write business all over the world and small enough to implement your ideas quickly.

We are recognized nationally as a leader in our industry

• Business Insurance Magazine – Best Places to Work in Insurance
• US Insurance Awards – Community Outreach Project of the Year
• U.S. Chamber of Commerce Citizen Awards – Best Corporate Steward finalist
• Inc. Magazine Best Workplaces
• Inc. 5000 – List of Fastest Growing Companies
• Alaska Journal of Commerce – Best Workplaces in Alaska
• Charlotte Business Journal – Best Places to Work
• Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies
• Connecticut Top Workplaces
• Dallas Business Journal – Best Places to Work
• Denver Business Journal – Best Places to Work
• Denver Business Journal – Fast 50
• Kansas City Business Journal – Best Places to Work
• Los Angeles Business Journal – Best Places to Work
• Puget Sound Business Journal – Washington’s Best Workplaces
• Tampa Bay Times – Best Workplaces
• The Salt Lake City Tribune Top Workplaces
• Utah Business – Best Places to Work
• Wichita Business Journal – Best Places to Work

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.