Director, Technology Support

Job overview

The Director, Technology Support role is hybrid, generally requiring work in-office and/or at a show site two to three days per week. The listed location is Atlanta, GA, and the role may be based in Dallas, TX; Las Vegas, NV; or Atlanta, GA. Compensation is not specified. The position supports Freeman’s Technology Services team at a company focused on live events and event management. As IT service owner, this leader oversees Help Desk operations, incident and problem management, and the Enterprise Service Management platform team. The role sets service-management strategy and platform governance, improves service reliability and user experience, and coordinates with technology and business partners.

What you'll do

• Develop and execute an ITSM strategy and maturity roadmap
• own ITSM processes, metrics, reporting, and controls
• optimize Help Desk operations and support quality
• lead major incident response and root-cause analysis
• lead and develop the ESM platform team
• own platform health, stability, performance, security, and user experience
• govern platform demand, enhancements, change management, upgrades, integrations, and releases
• maintain CMDB accuracy and ITOM event management
• expand automation, self-service, virtual agent, and AI capabilities
• manage ITSM and ESM budgets, technology spend, licensing, and vendor relationships
• partner with IT and business leaders on service improvements and compliance.

What we're looking for

Skills & competencies

director technology support

it service management

enterprise service management

help desk

incident management

servicenow

itom

cmdb

hybrid

atlanta ga

dallas tx

las vegas nv

freeman

travel up to 25%

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision insurance
• tuition reimbursement
• paid parental leave
• life, accident, and disability coverage
• retirement with company match
• paid time off.

Why this role

Hybrid schedule generally involving office and/or show-site work two to three days per week; travel up to 25%; 10+ years in IT service management, including 5+ years in a leadership role, specified.

About the employer

FREEMAN is hiring for this role. Industry: Convention and Trade Show Organizers. Sector: 56.