Director, IT Service and Support

Job Description

Ingram Content Group (ICG) is currently seeking a Director, IT Service and Support to join our team in LaVergne, TN (Nashville, TN). This person directs the end user computing environment and ensures a consistent, high-quality technology experience across all locations. Leads the IT Service Desk and Center of Excellence to drive service maturity, operational excellence, and digital workplace transformation. Leads initiatives to modernize ITSM tools, enhance automation and self-service capabilities, and improve key performance metrics such as SLA compliance, incident reduction, and customer satisfaction.

Works collaboratively across IT and business functions to ensure the delivery of secure, reliable, and user-centered technology services that enable employee productivity and organizational success. This position will require you to be in our headquarters for a minimum of 4 days per week.

Want to help explore and build new ways to deliver content to the world? At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel. We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization. Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation.

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business, and enjoys working in a connected culture, we can’t wait to meet you!

• Bachelor’s degree in Computer Science or related field or directly related year for year experience
• 8 years of related work experience in positions of increasing responsibility
• 5 years of experience managing a Service Desk/Delivery function, including proven experience of interacting with customers and internal teams

• Ability to manage End User Computing environments, including Windows, macOS, and mobile device platforms
• Knowledge of building and managing service desk teams
• Strong technical knowledge of networking fundamentals, Active Directory, DNS, DHCP, system patching, and endpoint automation
• Ability to deploy ITSM platforms (e.g., Service Now, Jira Service Management) and comprehensive understanding of ITIL frameworks and service delivery best practices
• Proven ability to lead service transformation initiatives, including ITSM modernization, automation, and AI-driven self-service implementations
• Knowledge of organizational policies, operating procedures, and governance frameworks within a corporate IT environment
• Strong business acumen and political astuteness with the ability to navigate cross-functional relationships and influence at all levels of the organization
• Ability to analyze performance metrics and translate insights into actionable service improvements and operational efficiencies
• Excellent written and verbal communication skills, with the ability to present complex information clearly to technical and non-technical audiences
• Proficient in Microsoft Office Suite and collaboration tools (e.g., Teams, SharePoint, Power BI)
• Strong leadership and people development skills, with a focus on coaching, mentoring, and fostering a culture of accountability and continuous improvement
• Detailed working knowledge of a very broad range of IT systems, including workstations, telephony, LAN/Wireless, typical data center components (servers, network devices, UPS)
• Strong organizational skills

• Leads delivery of all end user technologies including Windows, Mac, mobile devices, printing, and conference room voice/video systems to ensure reliable and secure user experiences
• Provides leadership and direction for the ITSM platform, encompassing incident, problem, change, asset, patch, and knowledge management processes
• Develops and executes strategies to enhance automation, self-service, and AI-driven capabilities to reduce manual touchpoints and improve service efficiency
• Partners cross-functionally with HR, Finance, Operations, and IT leadership to align technology support with business priorities and upcoming initiatives
• Drives standardization of global service operations, processes, and tools to ensure consistent delivery and measurable performance improvement
• Ensures effective endpoint management, including device provisioning, MDM compliance, patching, and endpoint security posture
• Responsible for full asset lifecycle management of end-user company devices, ensuring full accountability and tracking of assets
• Collaborates with Facilities on conference room technology and transitions ownership to IT as new digital collaboration…