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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Enterprise IT Support - **Company:** New Era Technology - **Location:** West Chester, PA, United States (Remote available) - **Experience:** Expert - **Salary:** $125,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Business Software, IT Management, Information Technology Operations, Office365, Information Technology, Performance Monitor - **Published:** June 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=455e83548e41ea11 ## About the Role 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. ## Description 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 ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [The Intent Engineer: Closing the Gap Between Business & Engineering - Manuel Klein](https://www.wearedevelopers.com/videos/1855-the-intent-engineer-closing-the-gap-between-business-engineering-manuel-klein) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Successful talent development in tech: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1497-successful-talent-development-in-tech-a-joint-journey-of-executives-and-talents) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)