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:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

Do you have experience in Vendor relationship building?, Do you have a Bachelor’s degree?, Bachelor’s degree in Information Technology, Business, or a related field required. Advanced degree (MBA or equivalent) preferred., * 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., * 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, * 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.

3.43.4 out of 5 stars West Chester, PA Remote $125,000 - $150,000 a year, 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.

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together