Director of IT Service Management & ESM Platform (Hybrid)

The Freeman Company (TFC) Brands; Dallas (TX); Hybride; USD 140 000 - 200 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Résumé du poste

The Freeman Company (TFC) Brands seeks a Director - Technology Support to own IT services delivery, lead the Help Desk and incident management, and manage the Enterprise Service Management platform. This role partners with architecture, security and application teams to drive efficiency and reduce disruptions.

The position supports a hybrid work model, with in-office and show-site presence 2–3 days per week, based out of Dallas, Las Vegas, or Atlanta.

Qualifications

• 10+ years in IT service management, including leadership roles.
• Proven experience implementing and managing Enterprise Service Management platforms and ITIL processes.
• Ability to lead cross-functional teams and drive service improvements.

Responsabilités

• Lead ITSM strategy and maturity roadmap aligned with business goals.
• Own ITSM/ESM platforms, governance, metrics, and reporting.
• Oversee Help Desk, incident, and problem management with strong stakeholder communication.
• Direct ESM platform team, prioritize work, coach staff and manage performance.
• Plan platform upgrades, integrations, and change management with IT and partners.
• Ensure regulatory compliance and cost-effective licensing for the platform.

Connaissances

IT service management

Leadership

Stakeholder communication

Strategic thinking

Formation

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

ITIL certification

Outils

ServiceNow

Aisera

Freshworks

EasyVista

Description du poste

The Freeman Company (TFC) Brands seeks a Director - Technology Support to own IT services delivery, lead the Help Desk and incident management, and manage the Enterprise Service Management platform. This role partners with architecture, security and application teams to drive efficiency and reduce disruptions.

The position supports a hybrid work model, with in-office and show-site presence 2–3 days per week, based out of Dallas, Las Vegas, or Atlanta.