Director IT

Position Summary
The Director of IT Support leads all field-facing technology operations to ensure reliable secure and responsive support across the organization and its subsidiary entities. This role oversees service desk operations hardware procurement and lifecycle management device provisioning field technology enablement and technical support for company platforms and applications including the AB Studios app.
This leader ensures staff have the tools access and training needed to operate effectively at scale while maintaining strong operational controls financial discipline and service standards.

Core Responsibilities

1. Service Desk & End-User Support
Lead the IT support team and manage ticketing operations.
Establish and monitor service-level agreements (SLAs).
Ensure timely resolution of support requests across field and support staff.
Define and manage escalation pathways to Systems & Data or Product teams.
Maintain support documentation and knowledge resources.
Identify recurring issues and implement root-cause solutions.

2. Hardware Procurement & Provisioning
Oversee purchasing of approved hardware (laptops tablets peripherals mobile devices) in partnership with Finance and leadership.
Maintain standardized device specifications aligned with Systems & Data.
Configure image and deploy devices for new hires promotions and role changes.
Coordinate mobile phone procurement and carrier management where applicable.
Ensure timely onboarding and offboarding device readiness.
Maintain clear approval workflows and separation of duties related to purchasing authority.
Monitor hardware-related budgets and expenses.

3. Hardware & Asset Lifecycle Management
Maintain centralized asset inventory and tracking systems.
Oversee shipping and logistics of devices to field sites and subsidiaries.
Manage device refresh cycles and secure disposal.
Ensure accurate recovery of equipment during employee transitions.
Support seasonal ramp-up and new site launches with proactive provisioning plans.

4. Field Technology Enablement
Ensure site readiness for start-up and ongoing operations.
Develop training training materials and job aids for technology tools.
Support onboarding and offboarding access processes in partnership with Systems & Data.
Standardize hardware configurations and field technology setups.
Identify and address recurring field technology challenges.

5. AB Studios Platform Support
Coordinate deployment and installation of the AB Studios app on site devices.
Manage device-level app updates and mobile device management (MDM) controls.
Provide Tier 1 and Tier 2 support for app access and device-related issues.
Escalate platform or product issues to AB Studios leadership or Systems & Data as appropriate.
Partner with AB Studios to ensure smooth rollout of new releases.
Provide structured feedback from field users to inform product improvement.

6. Security & Operational Controls (Support Execution)
Enforce device security protocols and endpoint management standards.
Ensure compliance with identity and access processes in coordination with Systems & Data.
Maintain documentation of support procedures and inventory controls.
Support audits related to IT assets and endpoint compliance.
Execute patching updates and security enforcement on managed devices.

7. Vendor & Operational Oversight
Manage hardware vendors and warranty programs.
Oversee support-related service providers if applicable.
Monitor service performance and cost efficiency.
Coordinate with Systems & Data on vendor selection where platform integration is required.

Scope Clarification
This role focuses on technology operations and field enablement not enterprise systems strategy.

Does not own:
Enterprise systems architecture
Platform configuration strategy
Data governance or analytics
Enterprise application roadmap decisions
Website infrastructure governance (unless assigned in partnership with Systems & Data)
These responsibilities reside with the Executive Director of Systems & Data and relevant product leaders.

Key Competencies
Operational leadership and team management.
Strong service orientation with structured accountability.
Asset and inventory control discipline.
Experience scaling support across distributed environments.
Cross-functional collaboration skills.
Calm and structured escalation management.
Budget stewardship and vendor negotiation.

Success Metrics
SLA adherence (response and resolution times).
First-contact resolution rate.
Device inventory accuracy and recovery rate.
Site start-up readiness.
AB Studios deployment stability.
User satisfaction scores.
Reduction in recurring support issues.

Required Experience:

Director