Director IT Technical Operations

• Support and demonstrate IMA’s core values
• Value and understanding the importance of diversity, equity, and inclusion among all IMA associates
• Recruits, retains and develops IT Field Technician and Helpdesk team members to build a team that meets, or exceeds, IMA’s technology needs for today and tomorrow
• Establish clear expectations, accountability, goals, and development plans for leaders and team members.
• Responsibility for the design, implementation, and continuous operation of key ITSM foundational processes
• Provide strategic directions for Field Technician services supporting offices across the country.
• Establish a consistent nationwide field support model while accounting for the needs of individual offices and geographic regions.
• Responsible for daily support activities across on-site Field Technicians and Enterprise Help Desk.
• Sets key processes and standards for on-site workstation and peripheral hardware and support models.
• Facilitates, participates in, and implements continuous improvement and cost management programs designed to facilitate the IMA business strategy and roadmap (examples: balance of on-premises and cloud posture, hardware refreshes, and operational administration improvements)

• Required:
  
  14+ years’ or equivalent work experience in computer technology-related fields
• Required:
  
  10+ years’ management experience with technical team members
• Preferred: experience managing remote team members
• Required:
  
  in-depth knowledge across infrastructure and operations demonstrated with certifications in ITIL, ITSM, or other
• Required:
  
  10+ years of workstation management and application deployment utilizing Microsoft Intune
• Required:
  
  10+ years’ experience and demonstrated success with implementation and improvements for a service desk ticketing system, including workflows and asset management with Fresh Service experience preferred.
• Required:
  
  8+ years’ experience with IT processes for employee onboarding, offboarding, and workstation setup
• Required:
  
  8+ years’ experience supporting office IT capabilities for printing, conference room AV, access badging.
• Preferred:
  Experience with Microsoft M365 integration projects.

The anticipated posting timeline for this opportunity is 09/28/2026-10/28/2026.

Salary Range: $140,000 USD - $175,000 USD

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life.

This role is eligible for the following:
Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Well-Being Stipend , Personal and Professional Development. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities.

* These benefits do not apply to internship roles.

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