Director of IT Service Delivery & ESM

The Freeman Company (TFC) Brands; Las Vegas (NV); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company is seeking a Director of Technology Support to lead ITSM, incident and problem management, and the Enterprise Service Management (ESM) platform team. This role will shape standards, drive efficiency and coordinate with applications, infrastructure, architecture and security.

The incumbent will manage a hybrid work schedule (in-office and show sites 2–3 days per week) and be based in the US.

Qualifications

• Bachelor’s or master’s in IT or CS is required or equivalent.
• 10+ years in IT service management with leadership experience.
• Experience implementing and managing ESM platforms and ITIL processes.
• ITIL certification is highly preferred; platform administration certs are a plus.

Responsibilities

• Define and execute an ITSM strategy and maturity roadmap aligned to business objectives.
• Own and mature ITSM, ITOM, CMDB, CSDM and CM processes; manage risk and drive improvements.
• Lead Help Desk operations, incident and problem management, ensuring swift resolution and high user satisfaction.
• Own ESM platform end-to-end, govern upgrades, integrations, dashboards and licensing.
• Collaborate with IT and business leaders to manage budgets and ensure policy compliance.

Skills

ITSM leadership

Stakeholder communication

Budget management

Team leadership

ITIL practices

Education

Bachelor’s or Master’s degree in Information Technology or Computer Science

10+ years in IT service management

5+ years in a leadership role

Experience with ESM platforms (ServiceNow, Aisera, Freshworks, EasyVista)

ITIL certification preferred

Tools

ServiceNow

Aisera

Freshworks

EasyVista

Job description

The Freeman Company is seeking a Director of Technology Support to lead ITSM, incident and problem management, and the Enterprise Service Management (ESM) platform team. This role will shape standards, drive efficiency and coordinate with applications, infrastructure, architecture and security.

The incumbent will manage a hybrid work schedule (in-office and show sites 2–3 days per week) and be based in the US.