As a Director of IT Field Support, you will lead and coordinate multiple dispersed teams to ensure consistent, high-quality IT support across all locations. This role includes overseeing an IT Field Support group, maintaining service standards, and working to meet business timelines while establishing, tracking, and evaluating required service level agreements (SLAs). You will also be expected to propose and implement process improvements, partner with vendors, and ensure solutions support security, portability, and performance requirements.
You will serve as a senior leader by coaching and mentoring Field Support Managers, fostering a culture of service excellence, accountability, and continuous improvement. Responsibilities include developing performance management approaches, supporting professional development and succession planning, and creating KPIs that managers can use to evaluate team effectiveness. The role also involves maintaining strong vendor relationships, holding vendors accountable to expectations, and ensuring the overall employee and customer experience remains optimal.
Qualifications include the ability to travel and vendor management experience, along with director-level or above leadership capabilities. The role calls for charismatic, results-oriented leadership; the ability to manage multiple teams simultaneously; strong independent thinking and collaboration; confidence in multitasking and prioritizing; and high organization with attention to detail. You are expected to pass background checks, and the position emphasizes meeting security and performance expectations while supporting business objectives through effective leadership and team execution.