Director, IT Support and Operations

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Forbes is seeking a Director IT Support and Operations responsible for defining and executing the vision for Forbes internal IT operations ensuring reliability security and efficiency across all corporate systems end-user support and infrastructure services. This is ahands-on strategic leadership role reporting to the Vice President of leader will oversee both the Helpdesk team (on-site and offshore) and the Infrastructure team delivering world-class support experiences and maintaining secure scalable systems that enable productivity across the organization. The ideal candidate is both a strategic modernizer and a technical contributor capable of introducing automation AI-driven processes and next-generation tools to enhance IT service delivery.

This position is hybrid requiring regular in-office presence at ourJersey City New Jersey headquarters at least three days per week.

Responsibilities:

• Provide leadership and direction for corporate IT operations including helpdesk infrastructure and identity management functions.
• Serve as a hands-on technical leader assisting with escalated support tickets troubleshooting issues and mentoring team members on best practices.
• Manage and optimize IT service management workflows ensuring efficient ticket handling prioritization and timely resolution.
• Lead efforts to modernize Forbes IT operations by leveraging automation AI and data insights to streamline processes and reduce manual effort.
• Partner with departments across Forbes to understand technology needs address pain points and deliver consistent high-quality support.
• Oversee employee lifecycle management processes including onboarding offboarding and access control ensuring secure and efficient execution.
• Collaborate with HR Legal and Compliance teams to manage sensitive and time-critical processes with discretion and accountability.
• Develop and implement policies procedures and workflows that strengthen system reliability data integrity and end-user satisfaction.
• Define and monitor key performance indicators (KPIs) and operational metrics to track service levels responsiveness and system performance.
• Direct the infrastructure team in maintaining and improving core corporate technology systems ensuring uptime scalability and compliance.
• Identify and deliver automation opportunities that improve support operations reporting and self-service capabilities.
• Manage budgets staffing plans and vendor relationships ensuring optimal use of resources and alignment with business priorities.
• Maintain comprehensive documentation knowledge bases and process records for transparency and continuity.
• Stay informed on emerging IT AI and automation trends to continuously evolve Forbes internal technology ecosystem.

The ideal candidate:

• Bachelors degree in Information Technology Computer Science or a related technical field.
• 710 years of IT experience including at least 5 years in a leadership or senior management role overseeing IT support and infrastructure.
• Proven ability to balance strategic leadership with hands-on technical execution including direct engagement with tickets and incident management.
• Demonstrated success modernizing IT operations through process automation AI solutions and continuous improvement practices.
• Experience managing distributed technical teams (on-site and offshore) with strong performance outcomes.
• Strong understanding of identity management device administration access control and infrastructure security principles.
• Skilled in incident management problem resolution and root-cause analysis across a diverse technology environment.
• Proven ability to partner with executives HR Legal and cross-functional teams to deliver secure and effective solutions.
• Experience developing and tracking KPIs service metrics and operational reporting.
• Exceptional communication skills with the ability to explain complex technical topics to non-technical audiences.
• Experience managing budgets contracts and technology procurement aligned with organizational goals.
• Preferred certifications: ITIL Foundation Network Security or equivalent operational management credentials.
• Hands-On Leadership leads by example engaging directly with systems tickets and staff while setting strategic direction.
• Modernization and Innovation passionate about transforming IT operations through automation AI integration and digital process optimization.
• Operational Excellence ensures consistent uptime rapid response and exceptional end-user experience.
• Team Development mentors and empowers technical staff fostering a culture of accountability empathy and professional growth.
• Stakeholder Collaboration builds strong relationships across departments balancing business priorities with technical solutions.
• Analytical and Data-Driven uses metrics and reporting to evaluate trends measure success and guide improvements.
• Technical Proficiency deep understanding of IT infrastructure identity systems and user support practices.
• Communication and Influence translates complex issues into clear actionable information for leadership and peers.
• Commitment to Continuous Improvement proactively evolves systems workflows and service models to meet the changing needs of a dynamic organization.

Technology Environment:

• Microsoft 365
• Google Workspace
• Zoom & Meet rooms
• ADP
• Slack
• Azure
• Jamf and Intune
• Windows and Mac machines
• Hotelling and shared workspace management
• Domain controllers

The annual base salary range for this role is $130000 - $145000

Forbes has estimated the compensation range set forth above in good faith. The compensation range is what we believe we will offer and ultimately pay a successful determining this range we consider the experience level of education (if applicable to the role) knowledge skills and abilities required to be had by a successful candidate as well as the budget and the companys pay rates generally. This said we may have to make changes to our compensation estimates and job descriptions from time to time and we expressly reserve the right to do so. Should we make any such changes this advertisement will be revised to reflect such revisions. We encourage you to occasionally re-visit this advertisement to ensure that you are abreast of any changes. Thank you for your interest in joining Forbes!

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Forbes aims to offer employees the flexibility they need in order to be successful. Some positions may require candidates to be based in a specific location for consideration while some roles may be fully remote (within the U.S.) if it aligns with the needs of the position. This position is only open to candidates residing in California Colorado Connecticut District of Columbia Florida Georgia Maine Maryland Massachusetts New Jersey New York North Carolina Pennsylvania South Carolina Tennessee Texas & Washington. Due to business operations and compliance requirements we are unable to consider applicants based outside these states at this time.

Forbes is an equal opportunity employer.

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