Director, Enterprise IT Support

The Director, Enterprise IT Support is a people-first leadership role responsible for building, leading, and continuously improving a high-performing IT support organization. This role delivers value through team development, operational discipline, and a structured service delivery model — not as a hands-on technical expert. The Director owns the design and execution of the tiered support model (Tier 0–Tier 2) and ensures consistent, high-quality service delivery across a broad enterprise IT environment, operating in close partnership with the IT PMO, GRC, and Security teams.

PRIMARY DUTIES:

1. People Leadership & Team Development: Lead, coach, and develop IT support leaders and senior engineers. Establish performance expectations, accountability structures, and career pathways. Build a culture focused on ownership, service quality, and continuous improvement.
2. Service Delivery & Operations: Own and mature the enterprise IT service delivery model including SLAs, escalation, and performance reporting. Ensure consistent execution of incident, request, problem, and change management processes.
3. Tiered Support Model Ownership: Design and continuously improve the Tier 0 (self-service), Tier 1 (service desk), and Tier 2 (technical escalation) model. Increase automation and self-service adoption to reduce ticket volume.
4. Technology Operations Oversight: Provide governance-level leadership across infrastructure, endpoint, identity, ITSM platforms, M365, and business application support. This is a leadership role, not a hands-on technical position.
5. Cross-Functional Alignment: Partner with IT PMO for operational readiness; align with GRC for compliance and audit adherence; coordinate with Security for incident response integration; ensure operations align with enterprise IT strategy.
6. Vendor & Financial Management: Manage key vendor relationships and performance outcomes. Own and manage an IT operations budget of approximately $5M. Drive cost optimization and efficient resource utilization.

COMPETENCY:

People Leadership & Coaching: Primary — success is measured through team performance, not individual output

Service Delivery & ITSM Discipline: SLA ownership, incident/request/problem/change management

Strategic & Operational Thinking: Translate IT strategy into execution with measurable outcomes

Cross-Functional Collaboration: PMO, GRC, Security, Finance, and HR alignment

Communication & Executive Presence: Fluency with technical teams and business stakeholders

Financial & Vendor Management: Budget ownership, vendor accountability, cost optimization

REQUIRED EDUCATION:

Bachelor’s degree in Information Technology, Business, or a related field required. Advanced degree (MBA or equivalent) preferred.

EXPERIENCE:

• 5+ years leading IT operations, infrastructure, or support teams
• Proven experience managing leaders or senior technical staff in a matrixed environment
• Experience operating or improving a tiered IT support model (Tier 0–Tier 2)
• Exposure to multi-domain IT environments: infrastructure, security, endpoint, and applications
• Experience with ITSM platforms and vendor performance management
• Experience managing operational budgets and performance metrics

LANGUAGE SKILLS:

Fluent in English required. Additional languages beneficial for global coordination.

QUALIFICATIONS:

• Strong people leadership and team-building capabilities with a demonstrated track record
• Ability to operate effectively in a matrixed, cross-functional IT organization
• Broad working knowledge of enterprise IT domains; deep subject matter expertise not required
• Ability to translate strategy into operational execution
• Strong communication skills with both technical and business stakeholders

PHYSICAL DEMANDS:

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Ability to communicate effectively verbally and in writing.
• Ability to see and read computer screens and printed documents, including prolonged periods at a screen.
• Ability to travel to meet with clients or attend industry events.

WORK ENVIRONMENT:

Remote. If based near a New Era Technology office (FL, IN, NY, MA, or PA) then Hybrid may be an option. Travel to New Era Technology offices and client sites as needed. Regular interaction with cross-functional teams and vendor partners across multiple time zones.

EXPECTED HOURS OF WORK:

Monday – Friday, 8am – 5pm Eastern Time. Required hours may vary based on business needs, incident response, and global coordination obligations.

TRAVEL:

Up to 10% travel may be required.

SALARY:  $125,000 - $150,000 depending upon experience.