Director of IT Service Management & ESM

FREEMAN; Dallas (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company is seeking a Director - Technology Support to own and drive IT services, including Help Desk, incident and problem management, and the Enterprise Service Management platform. The role partners with application development, infrastructure, architecture and security to apply ITIL standards and improve service delivery.

The position supports the Technology Services team with a hybrid schedule (in-office and show site 2–3 days per week) and candidates based in Dallas, TX, Las

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 (ServiceNow, Aisera, Freshworks or EasyVista) and ITIL processes.
• Experience leading an ESM platform team across ITSM, ITOM, CMDB, CSDM and change management.
• 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.

Responsibilities

• Develop and execute an ITSM strategy aligned with the organization’s objectives.
• Own and mature ITSM processes, metrics and reporting, with process controls to manage the risk of technology changes and continuous improvement across the lifecycle.
• Lead Help Desk operations and support quality through operational metrics, reducing incidents and elevating user satisfaction.
• Lead major incident response, ensuring swift resolution and strong communication to stakeholders.
• Drive root cause analysis and corrective action to eliminate recurring disruptions.
• Lead and develop the ESM platform team: set priorities, coach, manage performance and build platform skills and bench strength.
• Own the ESM platform end to end, including IT service management (ITSM), IT operations management (ITOM), the CMDB, CSDM and change management (CM).
• Set the platform roadmap and govern demand: intake, prioritize and deliver enhancements across every module with IT, business stakeholders and implementation partners.
• Own change management on the ESM platform, including change models, risk assessment and CAB, to reduce change-related incidents.
• Keep CMDB accurate and aligned to CSDM through ITOM discovery and service mapping, and govern ITOM event management, including alert sources, correlation and thresholds.
• Establish platform governance: configuration standards near out-of-the-box, separate dev/test/prod instances, and testing/change control for releases.
• Plan and deliver platform upgrades and patches with regression testing; maintain integrations; deliver dashboards on SLAs, backlog and service health.
• Expand automation, self-service, virtual agent and AI capabilities, and manage platform licensing, cost and vendor/partner relationships.

Skills

IT Service Management

Leadership

ITIL

Stakeholder Management

Communication

Strategic Thinking

Education

Bachelor’s or Master’s in IT/CS

ITIL Certification

Tools

ServiceNow

Aisera

Freshworks

EasyVista

Job description

The Freeman Company is seeking a Director - Technology Support to own and drive IT services, including Help Desk, incident and problem management, and the Enterprise Service Management platform. The role partners with application development, infrastructure, architecture and security to apply ITIL standards and improve service delivery.

The position supports the Technology Services team with a hybrid schedule (in-office and show site 2–3 days per week) and candidates based in Dallas, TX, Las