Director, Technology Services

Service Center

POSITION SUMMARY:

The Director of Technology Services leads Caliber’s enterprise user technology support organization and ITIL‑aligned service management practices across the organization. The role oversees the Service Desk, and Incident Management functions while advancing the maturity of Information Technology Operations Management ITOM processes, procedures, functions, service reporting and operational disciplines. This leader establishes standards, performance metrics, and continuous improvement frameworks to ensure high‑quality end‑user support, rapid service restoration, systemic problem elimination, and consistent service delivery. The Director partners with Infrastructure, Application, Data, Technology Analysts and Business Leaders to improve service stability and performance, operational transparency, costs, and overall employee technology experience. This role requires executive presence and the ability to communicate operational risk, service performance, and incident impacts clearly to stakeholders at all levels of the organization, including senior leadership.

ESSENTIAL DUTIES:

· Lead enterprise technology user support operations including Service Desk, Incident Management, and Problem Management Teams.

· Provide leadership and direction for managers and teams delivering technology support services across all locations.

· Establish operational standards and KPIs, backlog management, and customer satisfaction.

· Own the enterprise Incident Management lifecycle and coordinate response for major (Sev 1 &2) incidents.

· Drive advancement and maturity of ITIL‑aligned service management processes across IT.

· Establish and mature frameworks and operational standards for end‑user support and ITSM practices.

· Develop and present operational dashboards, data analysis and service performance insights to leadership.

· Lead and develop direct reports while fostering a culture of accountability, service excellence, and continuous improvement.

· Maintains a security-first mindset and partners with the Security team to reinforce security in all service interactions and incident response efforts.

· Partners with Internal Communications to ensure meaningful information is shared clearly and effectively across the organization.

KNOWLEDGE, SKILLS, AND ABILITIES:

· Deep expertise in ITSM, ITOM, ITIL and IAM service management disciplines including Incident, Problem, and Service Desk operations.

· Experience leading enterprise Service Desk and Incident Management Support organizations.

· Executive presence with the ability to communicate effectively with technical teams, business stakeholders, and senior leadership.

· Ability to translate technical service disruptions and operational risks into clear business impact.

· Strong crisis leadership and decision‑making abilities during major incidents or operational disruptions.

· Proven ability to influence cross‑functional teams and drive operational improvements.

· Experience designing ITSM frameworks and advancing ITIL process maturity.

· Strong analytical skills with the ability to interpret operational metrics and identify improvement opportunities.

· Ability to lead organizational change and continuous improvement initiatives.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

· Bachelor’s degree in Information Technology, Computer Science, Business, or related field; or equivalent experience.

· 8–12+ years of progressive IT operations or IT service management leadership experience.

· Experience leading enterprise Service Desk, Deskside Support, Incident Management, and Problem Management functions.

· Experience governing or managing enterprise ITSM platforms (Ivanti ISM preferred).

· Experience advancing ITIL maturity in evolving IT service organizations.

CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:

· ITIL 4 Foundation required.

· ITIL Managing Professional or Strategic Leader preferred.

· Experience with Ivanti ISM is strongly preferred.

· Experience with Power BI or enterprise reporting tools preferred.

PHYSICAL REQUIREMENTS:

Position requires little to moderate physical activity. Handling of average weight objects up to 15 pounds; occasional standing or walking; frequently at a keyboard, workstation, or desk.

WORK ENVIRONMENT:

Work is typically in a normal office administrative environment involving minimal exposure to physical risks.

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. 

Must be eligible to work in the U.S. with no restrictions.