Director of IT Field Ops & Service Delivery

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

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

401(k)

Job summary

IMA Financial Group, Inc. is seeking a senior IT leader to recruit, develop, and manage a nationwide Field Technician and Helpdesk team.

The role drives ITSM processes, workstation management, and asset workflows with a strong emphasis on cloud and on-prem balance, hardware refresh, and cost optimization. The position requires extensive experience in infrastructure, ITIL/ITSM certifications, and Microsoft Intune/Fresh Service expertise, with a history of leading remote teams and enterprise IT

Qualifications

• 14+ years’ or equivalent work experience in computer technology-related fields.
• 10+ years’ management experience with technical team members.
• experience managing remote team members (preferred).
• in-depth knowledge across infrastructure and operations demonstrated with certifications in ITIL, ITSM, or other.
• 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 with Fresh Service experience preferred.
• 8+ years’ experience with IT processes for employee onboarding, offboarding, and workstation setup.
• 8+ years’ experience supporting office IT capabilities for printing, conference room AV, access badging.
• Experience with Microsoft M365 integration projects (preferred).

Responsibilities

• Support and demonstrate IMA’s core values.
• Value and understanding of diversity, equity, and inclusion among all IMA associates.
• Recruit, retain and develop IT Field Technician and Helpdesk team members to meet IMA’s technology needs.
• Establish clear expectations, accountability, goals, and development plans for leaders and team members.
• Responsible for design, implementation, and 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 accounting for needs of offices and regions.
• Responsible for daily support activities across on-site Field Technicians and Enterprise Help Desk.
• Set key processes and standards for on-site workstation and peripheral hardware and support models.
• Facilitate and implement continuous improvement and cost management programs.

Skills

Leadership

Remote team management

Strategic IT direction

Vendor management

Tools

Microsoft Intune

Fresh Service

ITIL/ITSMCertifications

Microsoft 365

Job description

IMA Financial Group, Inc. is seeking a senior IT leader to recruit, develop, and manage a nationwide Field Technician and Helpdesk team.

The role drives ITSM processes, workstation management, and asset workflows with a strong emphasis on cloud and on-prem balance, hardware refresh, and cost optimization. The position requires extensive experience in infrastructure, ITIL/ITSM certifications, and Microsoft Intune/Fresh Service expertise, with a history of leading remote teams and enterprise IT