Director of IT Support Operations
Selby Jennings has partnered with a top investment firm in Boston on a search for their new Director of IT Support Operations. The Director of IT Support Operations will lead the operational strategy and execution of the Global End User Services team. This role is responsible for enhancing IT support functions, driving service excellence, and ensuring seamless collaboration across support and engineering teams. The ideal candidate will bring a strategic mindset, strong leadership, and a passion for operational efficiency. This is a full-time position in a hybrid work model.
Qualifications
Education & Experience
- Bachelor's degree in IT, Business Administration, or related field (Master's preferred).
- 10+ years in IT support or operations, with 3+ years in a leadership capacity.
- Deep understanding of ITIL frameworks; ITIL certification required (Practice Manager or MP preferred).
- Hands-on experience with ITSM platforms (e.g., ServiceNow).
Skills & Competencies
- Proven track record in managing enterprise IT operations and service delivery.
- Strong analytical and problem-solving skills with a focus on continuous improvement.
- Excellent communication and stakeholder management abilities.
- Capable of leading cross-functional teams in a fast-paced, evolving environment.
- Data-driven decision-making mindset with a focus on measurable outcomes.
Key Responsibilities
Operational Leadership
- Drive continuous improvement initiatives using data-driven insights, customer feedback, and emerging technologies.
- Develop and execute quarterly service improvement plans.
- Lead the implementation and analysis of annual IT satisfaction surveys.
- Collaborate with engineering teams to resolve recurring issues and improve user experience.
- Ensure compliance with ITIL standards and enhance maturity in Incident, Problem, and Request Management.
- Oversee IT operations budgeting and forecasting in partnership with finance teams.
- Design and implement training programs to elevate technical capabilities within the support team.
Reporting & Analytics
- Deliver monthly performance reports segmented by business unit, region, and role.
- Monitor ITIL process adherence and use KPIs to identify areas for improvement.
- Analyze service trends to uncover root causes and recommend strategic solutions.
- Partner with engineering teams to assess endpoint performance and optimize system reliability.
Platform Management
- Lead the support team responsible for end-user service platforms, ensuring optimal use and continuous enhancement.
- Manage ITSM platform operations, including incident, change, and request management.
- Oversee platform upgrades, licensing, and integrations to improve service delivery.
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your CV and details on file so when we see similar roles or see skillsets that drive growth in organisations, we will always reach out to discuss opportunities.
Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.
That's why we recommend registering your CV so you can be considered for roles that have yet to be created.
Yes, we help with CV and interview preparation. From customised support on how to optimise your CV to interview preparation and compensation negotiations, we advocate for you throughout your next career move.