About UsThe Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry's largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.
SummaryThe Director - Technology Support is accountable for the delivery of IT services as the IT service owner, leading the Help Desk, incident and problem management, and the Enterprise Service Management (ESM) platform team, spanning ITSM, ITOM, CMDB, CSDM and change management. This leader applies ITIL and service management frameworks to set standards, drive efficiency and reduce service interruptions, partnering with application development, infrastructure, architecture and security.
This position will support our Technology Services team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show site 2-3 days per week. The ideal candidate will be based out of any of the following locations:
- Dallas, TX
- Las Vegas, NV
- Atlanta, GA
Essential Duties & ResponsibilitiesITSM strategy and maturity- Develop and execute an ITSM strategy and maturity roadmap aligned with the organization's objectives.
- Own and mature ITSM processes, metrics and reporting, with process controls to manage the risk of technology changes and continuous improvement across the lifecycle.
Help Desk, incident and problem management- Optimize Help Desk operations and support quality through operational metrics, reducing incidents and elevating user satisfaction.
- Lead major incident response, ensuring swift resolution and strong communication to stakeholders.
- Drive root cause analysis and corrective action to eliminate recurring disruptions.
Enterprise Service Management (ESM) platform and team- Lead and develop the ESM platform team: set priorities, coach, manage performance and build platform skills and bench strength.
- Own the ESM platform end to end, including IT service management (ITSM), IT operations management (ITOM), the configuration management database (CMDB), the common service data model (CSDM) and change management (CM), accountable for platform health, stability, performance, security and user experience.
- Set the platform roadmap and govern demand: intake, prioritize and deliver enhancements across every module with IT, business stakeholders and implementation partners.
- Own change management on the ESM platform, including change models, risk assessment and CAB, to reduce change-related incidents.
- Keep the CMDB accurate and aligned to the CSDM through ITOM discovery and service mapping, and govern ITOM event management, including alert sources, correlation and thresholds.
- Establish platform governance: configuration standards that stay close to out-of-the-box, separate development, test and production instances, and testing and change control for every release.
- Plan and deliver platform upgrades and patches with regression testing; maintain key integrations; deliver dashboards on SLAs, backlog and service health.
- Expand automation, self-service, virtual agent and AI capabilities, and manage platform licensing, cost and vendor and partner relationships.
Collaboration, budget and compliance- Partner with IT and business leaders to identify, improve and refine the roadmap of service improvements and efficiencies. Effectively communicate IT service policy and process changes to executives, employees and stakeholders.
- Manage the ITSM and ESM budget, technology spend and collaboration tool licensing, and ensure compliance with regulatory requirements and company policies.
- Perform other duties as assigned.
Education & Experience- Bachelor's or Master's degree in Information Technology, Computer Science or a related field.
- 10+ years in IT service management, including 5+ years in a leadership role managing direct reports.
- Proven experience implementing and managing Enterprise Service Management platforms (such as ServiceNow, Aisera, Freshworks or EasyVista) and ITIL processes.
- Experience leading an ESM platform team across ITSM, ITOM, CMDB, CSDM and change management, including upgrades and governance.
- ITIL certification highly preferred; ESM platform administration or implementation certification a plus.
- Strategic thinking and strong business acumen.
- Excellent verbal and written communication; able to lead cross-functional teams and influence senior stakeholders.
- Strong problem-solving, negotiation and analytical skills.
- Manages multiple projects under pressure.
- Able to work extended hours for major incidents.
Certificates, Licenses, RegistrationsTravel RequirementsTravel up to 25%
What We OfferThe Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.
- Medical, Dental, Vision Insurance
- Tuition Reimbursement
- Paid Parental Leave
- Life, Accident and Disability
- Retirement with Company Match
- Paid Time Off
Diversity CommitmentAt The Freeman Company, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.
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