Head of IT Field & Service Operations

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

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

Prescription Drugs

Dental

Vision

401(k)

Paid Time Off

Paid Holidays

Flexible Work Options

Sabbatical

Gift Matching

Well-Being Stipend

Personal and Professional Development

Job summary

IMA Financial Group, Inc. is seeking an experienced IT leader to recruit, develop, and manage a nationwide Field Technician and Help Desk team. You will shape ITSM processes, drive standardization, and deliver strategic direction for field services across offices nationwide.

The role emphasizes building scalable support, overseeing hardware standards, and implementing continual improvements to align with the company roadmap and cost-management goals.

Qualifications

• 14+ years’ or equivalent work experience in computer technology-related fields.
• 10+ years’ management experience with technical team members.
• in-depth knowledge across infrastructure and operations with ITIL/ITSM certifications.

Responsibilities

• Support and demonstrate IMA’s core values.
• Establish clear expectations, accountability, goals, and development plans for leaders and team members.
• Responsible for design, implementation, and 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 for individual offices and regions.
• Oversee daily support activities across on-site Field Technicians and Enterprise Help Desk.
• Set key processes and standards for on-site workstation and peripheral hardware and support models.
• Lead continuous improvement and cost management programs aligned with IMA’s strategy and roadmap.

Skills

Leadership

ITIL/ITSM

Intune management

Service desk improvement

Onboarding & offboarding

Remote team management

Tools

FreshService

Microsoft Intune

Microsoft 365

Job description

IMA Financial Group, Inc. is seeking an experienced IT leader to recruit, develop, and manage a nationwide Field Technician and Help Desk team. You will shape ITSM processes, drive standardization, and deliver strategic direction for field services across offices nationwide.

The role emphasizes building scalable support, overseeing hardware standards, and implementing continual improvements to align with the company roadmap and cost-management goals.