Director of IT Operations & Field Services

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

Job summary

IMA Financial Group, Inc. seeks a seasoned IT Field Technician Leader to guide a large technical team and shape nationwide field services infrastructure.

You will drive ITSM processes, hardware standards, and lifecycle management for offices across the country, including Atlanta. The role requires extensive experience in workstation management, service desk systems, and Microsoft Intune, with a focus on cloud/on-premise balance and cost optimization.

Qualifications

• 14+ years’ or equivalent work experience in computer technology-related fields.
• 10+ years’ management experience with technical team members.
• 10+ years of workstation management and application deployment utilizing Microsoft Intune.
• 10+ years’ experience with 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.
• Preferred: experience managing remote team members.
• Preferred: Experience with Microsoft M365 integration projects.

Responsibilities

• Recruit, retain and develop 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)

Skills

Team management

Intune management

Service desk

ITIL/ITSM certs

Workstation management

Remote team experience

M365 integration

Infrastructure & operations

Tools

Fresh Service

Job description

IMA Financial Group, Inc. seeks a seasoned IT Field Technician Leader to guide a large technical team and shape nationwide field services infrastructure.

You will drive ITSM processes, hardware standards, and lifecycle management for offices across the country, including Atlanta. The role requires extensive experience in workstation management, service desk systems, and Microsoft Intune, with a focus on cloud/on-premise balance and cost optimization.