Senior Director, IT Operations & Field Services

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

Dental

Vision

401(k)

Paid Time Off

Flexible Work Options

Sabbatical

Life/AD&D

Job summary

IMA Financial Group, Inc. in Pasadena, CA seeks an senior IT leader to recruit, develop and guide a nationwide Field Technician and Helpdesk team.

You will design and operate ITSM processes, set standards for hardware support, and drive continuous improvement across the organization. The role requires 14+ years in IT with 10+ years in management, ITIL/ITSM expertise, and extensive experience with Intune, Fresh Service, and Microsoft 365 integration projects.

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.
• 10+ years of workstation management and application deployment using Microsoft Intune.
• 10+ years’ experience and success with service desk systems (Fresh Service preferred).
• 8+ years’ experience in onboarding/offboarding and workstation setup.
• 8+ years’ experience supporting office IT: printing, AV, access control.

Responsibilities

• Support and demonstrate IMA’s core values.
• Value and promote diversity, equity, and inclusion among associates.
• Recruit, retain and develop IT Field Technician and Helpdesk teams to meet technology needs.
• Establish clear expectations, accountability, goals, and development plans for leaders and team members.
• Design, implement, and operate ITSM foundational processes.
• Provide strategic direction for Field Technician services nationwide.
• Establish a consistent nationwide field support model across offices and regions.
• Oversee daily on-site Field Technicians and Enterprise Help Desk activities.
• Set processes and standards for on-site hardware and support models.
• Lead continuous improvement and cost management programs aligned with business strategy.

Skills

14+ years in IT

10+ years management

ITIL/ITSM certifications

Intune workstation management

Fresh Service / service desk

on-site field tech leadership

remote team management (preferred)

M365 integration projects (preferred)

enterprise IT operations

Tools

Microsoft Intune

Fresh Service

MS 365

Job description

IMA Financial Group, Inc. in Pasadena, CA seeks an senior IT leader to recruit, develop and guide a nationwide Field Technician and Helpdesk team.

You will design and operate ITSM processes, set standards for hardware support, and drive continuous improvement across the organization. The role requires 14+ years in IT with 10+ years in management, ITIL/ITSM expertise, and extensive experience with Intune, Fresh Service, and Microsoft 365 integration projects.