Head of IT Operations & Field Services

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

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

Dental

Job summary

IMA Financial Group, Inc. seeks a seasoned IT leader to recruit, develop and guide nationwide Field Technician and Helpdesk teams. The role emphasizes establishing clear expectations and scalable ITSM processes to support IMA’s offices across the country.

You will drive strategic direction for field services, implement standardized support models, and lead continuous improvement initiatives, including on-prem and cloud posture, hardware refreshes, and efficient operations.

Qualifications

• 14+ years’ or equivalent work experience in computer technology fields
• 10+ years’ management experience with technical teams
• Experience managing remote team members
• Experience with service desk ticketing systems and asset management (Fresh Service preferred)
• 8+ years’ experience handling onboarding/offboarding/workstation setup
• 8+ years’ experience supporting office IT (printing, AV, badges)
• Experience with Microsoft M365 integration projects (preferred)

Responsibilities

• Support and demonstrate IMA’s core values
• Recruit, retain and develop IT Field Technician and Helpdesk teams
• Establish expectations, accountability, goals and development plans for leaders and staff
• Design, implement and operate key ITSM foundational processes
• Provide strategic direction for Field Technician services nationwide
• Establish a consistent nationwide field support model across offices/regions
• Oversee daily on-site Field Technicians and Enterprise Help Desk support
• Set processes/standards for on-site workstation hardware and support models
• Lead continuous improvement and cost management initiatives aligned to IMA’s strategy

Skills

Leadership & management

Remote team management

ITIL/ITSM knowledge

Intune workstation mgmt

Service desk workflows & asset mgmt

Employee onboarding/offboarding

Office IT support (printing, AV, badge

Tools

Microsoft Intune

FreshService

ITIL/ITSM certifications

Microsoft 365 integration

Job description

IMA Financial Group, Inc. seeks a seasoned IT leader to recruit, develop and guide nationwide Field Technician and Helpdesk teams. The role emphasizes establishing clear expectations and scalable ITSM processes to support IMA’s offices across the country.

You will drive strategic direction for field services, implement standardized support models, and lead continuous improvement initiatives, including on-prem and cloud posture, hardware refreshes, and efficient operations.