The Director of IT Support Management is responsible for leading the strategy, governance, and operational delivery of enterprise IT support services. This role oversees end-user support operations, IT service management processes, vendor partnerships, and the lifecycle management of end-user technology assets.
This role partners closely with business operations leadership to ensure IT services align with organizational priorities, support operational efficiency, and deliver a consistent, high-quality end-user experience.
In addition to operational oversight, the Director is responsible for driving the continuous improvement and maturity of the organization’s IT service delivery model, including service performance metrics, service catalog governance, and operational readiness for new technology deployments.
Key Duties and Responsibilities
Service Strategy & Delivery
- Define and execute the IT service operations strategy and roadmap aligned to business priorities
- Deliver reliable, high-quality IT support services that enable workforce productivity and a consistent end-user experience
- Serve as the executive escalation point for major incidents, ensuring rapid resolution and clear stakeholder communication
- Ensure operational readiness and supportability for new systems, technologies, and business initiatives
Operational Excellence & ITSM Governance
- Own end-to-end IT service delivery performance (SLAs, KPIs, response/resolution times, customer satisfaction)
- Lead ITSM governance across incident, problem, request, and change management processes
- Drive continuous service improvement through root cause analysis (RCA), trend analysis, and process optimization
- Maintain and evolve the service catalog, ensuring services are clearly defined, measurable, and aligned to business needs
- Establish standardized, scalable, and auditable service management practices
Customer Experience & Business Partnership
- Build strong relationships with business and operations leaders to ensure IT services effectively support organizational objectives
- Act as a trusted advisor, identifying opportunities to improve productivity, efficiency, and user experience through technology services
- Ensure transparency through regular communication of service performance, issues, and improvement initiatives
- Champion a customer-centric culture focused on experience, education, and awareness, not just issue resolution
Technology, Tools & Automation
- Oversee IT service delivery platforms (ITSM, endpoint management, patching, MDM, monitoring, knowledge management)
- Drive adoption of automation, self-service, and AI-enabled capabilities to improve service speed and reduce cost-to-serve
Vendor & Third-Party Management
- Manage strategic relationships with service providers, outsourced partners, and technology vendors
- Ensure vendor performance meets contractual SLAs, KPIs, and business expectations
- Coordinate effectively across internal teams and external partners to resolve issues and drive service improvements
- Optimize vendor sourcing and delivery models for cost, quality, and scalability
Asset Lifecycle & End-User Technology Management
- Oversee lifecycle management of end-user technology assets (workstations, mobile devices, printers, and peripherals)
- Ensure accurate asset inventory, governance, and compliance with organizational standards
- Lead procurement and vendor management for end-user technology, aligning to cost, performance, and user needs
Financial Management & Cost Optimization
- Own the IT service operations budget, including support services, tooling, hardware, and vendor contracts
- Ensure financial discipline through invoice governance, contract management, and cost transparency
- Identify and execute opportunities to reduce operating costs while maintaining or improving service quality
Project Delivery & Operational Integration
- Lead and support IT service-related initiatives to enhance service delivery capabilities
- Partner with infrastructure, security, and application teams to ensure support requirements are embedded in all technology initiatives
- Ensure successful transition of projects into steady-state operations, including support models, documentation, and training
Risk, Security & Compliance
- Ensure IT service operations align with security, regulatory, and data protection requirements including our SOC 2 compliance requirements
- Partner with security and risk teams to mitigate operational risks and support audit readiness
- Maintain business continuity and disaster recovery readiness for end-user and support services
Continuous Improvement & Innovation
- Continuously evaluate service performance, processes, and technologies to identify improvement opportunities
- Lead initiatives that enhance efficiency, scalability, and end-user satisfaction
- Stay current on emerging technologies and industry best practices to evolve service delivery
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 10+ years of progressive experience in IT operations, service management, or end-user computing within enterprise environments
- 5+ years of leadership experience managing IT support functions, including direct teams and/or managed service providers
- Proven ability to lead through scale and complexity, including multi-site or distributed workforce environments
- Strong business acumen with the ability to align IT services to operational and organizational priorities
- Demonstrated experience influencing cross-functional stakeholders and driving alignment across technical and non-technical teams
- Excellent analytical and problem-solving skills, with a data-driven approach to decision-making
- Strong communication and executive presence, with the ability to convey complex concepts clearly to senior leadership
- Demonstrated ability to lead through ambiguity, manage competing priorities, and operate effectively in high-pressure environments
Preferred Qualifications
- ITIL certification (Foundation or higher) or comparable IT service management framework experience
- Experience with enterprise-scale ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management, etc.)
- Experience leading in environments with outsourced or hybrid service delivery models
- Familiarity with automation, AI, and self-service technologies in IT support operations
- Experience building performance reporting frameworks and leveraging metrics to drive operational improvements
- Exposure to regulated environments (e.g., HIPAA, SOC 2, healthcare, financial services) with an understanding of compliance and audit requirements
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.
Working Conditions/Physical Effort
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Ability to travel as required.
Disability Accommodation
Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.
Zenith American Solutions
Real People. Real Solutions. National Reach. Local Expertise.
We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.
Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.
We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!
We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!
