IT Director, Helpdesk and Service Technicians

Position Summary:
We are seeking a highly motivated and experienced IT Director to lead our nationwide Helpdesk and Field Service Technician team. This pivotal role involves overseeing the daily operations of the IT service desk and field support, ensuring high-quality, efficient service delivery and optimal user satisfaction. The ideal candidate will combine strong technical expertise with exceptional leadership skills to drive continuous improvement, manage a high-performing team, and align support services with overall business objectives.

Key Responsibilities:

• Team Leadership & Management: Lead, mentor, and manage a team of Tier 1 and Tier 2 helpdesk and field service technicians. This includes recruitment, training, performance evaluations, and fostering a culture of customer service excellence and professional development.
• Service Delivery & Operations: Oversee the day-to-day operations of the helpdesk and field services, ensuring timely and effective resolution of technical issues for all staff and/or clients. Manage the IT ticketing system (e.g., Fresh Service) to prioritize, track, and report on all incidents and service requests.
• New Partnership Integration: Oversee new partnership integration activities including user onboarding, laptop deployments, contract management, MSP integrations, and full IT integration. Manage the organization for growth including helpdesk and field technician expansion to meet company goals.
• Strategic Planning & Process Improvement: Develop, implement, and refine Helpdesk and Service Technician policies, procedures, and best practices to optimize efficiency, increase user satisfaction, and align with IT standards business growth. Analyze performance data and trends to drive continuous improvement initiatives.
• Technical Support & System Oversight: Provide an escalation point for complex technical issues, collaborating with other IT teams (e.g., Network, Systems, Applications) to ensure seamless service delivery. Manage and support hardware, software, networking systems, and mobile devices, including deployment, configuration, and troubleshooting.
• Vendor & Asset Management: Assist in managing relationships with IT vendors and service providers, including evaluating contracts and overseeing service delivery. Oversee IT asset management activities, including inventory control, tracking, and decommissioning of equipment.
• Documentation & Knowledge Management: Ensure the creation, maintenance, and enhancement of comprehensive knowledge base content and Standard for both technicians and end-users.
• Security & Compliance: Ensure compliance with organizational IT security policies, data protection protocols including endpoint protection and SOC2 compliance.

Required Qualifications & Skills:

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration. Relevant experience may be considered.
• Experience: Minimum of 8 years of progressive experience in IT, with at least 5-8 years in a leadership or management role overseeing help desk, desktop support, or IT operations.
• Technical Skills: Solid understanding of Microsoft Windows operating systems, network fundamentals, Active Directory, Microsoft 365, Microsoft Azure Fundamentals.
• Leadership Skills: Exceptional leadership, team-building, and mentorship abilities, with strong analytical and problem-solving capabilities.
• Communication: Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users and engage with stakeholders at all levels of the organization.
• Certifications: Relevant industry certifications such as ITIL Foundation, CompTIA A+/Network+/Security+ , are highly desirable.