Director of IT Service Management & ESM

FREEMAN; Las Vegas (NV); Hybrid; USD 140,000 - 180,000; 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 lead ITSM, incident and problem management, and the Enterprise Service Management (ESM) platform team. You will drive ITIL-aligned service management, governance, and platform health while partnering with development, infrastructure, architecture and security.

The role supports the Technology Services team and offers a hybrid work arrangement (2-3 days in-office/show site).

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 (such as ServiceNow, Aisera, Freshworks or EasyVista) and ITIL processes.
• Experience leading an ESM platform team across ITSM, ITOM, CMDB, CSDM and change management, including upgrades and governance.
• ITIL certification highly preferred; ESM platform administration or implementation certification a plus.

Responsibilities

• Develop and execute an ITSM strategy and maturity roadmap 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.
• Optimize 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 ITSM, ITOM, CMDB, CSDM and change management (CM).
• Set platform roadmap and govern demand: intake, prioritize and deliver enhancements across modules.
• Own change management on the ESM platform, including models, risk assessment and CAB.
• Keep CMDB accurate and aligned to CSDM through ITOM discovery and service mapping.
• Establish platform governance: standards close to out-of-the-box, separate dev/test/prod, change control.
• Plan and deliver upgrades/patches, maintain integrations; deliver dashboards on SLAs, backlog.
• Expand automation, self-service, AI capabilities; manage licensing, costs and vendor relationships.

Skills

ITSM

ITOM

CMDB

CSDM

ITIL

Leadership

Incident management

Problem management

Change management

Platform governance

Automation

Education

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

ITIL certification preferred

Tools

ServiceNow

Aisera

Freshworks

EasyVista

Job description

The Freeman Company is seeking a Director - Technology Support to lead ITSM, incident and problem management, and the Enterprise Service Management (ESM) platform team. You will drive ITIL-aligned service management, governance, and platform health while partnering with development, infrastructure, architecture and security.

The role supports the Technology Services team and offers a hybrid work arrangement (2-3 days in-office/show site).