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Job type
Not listed
Work mode
Not listed
Level
Director
Department
Information Technology
Experience
14+ years experience
Posted
Sep 28, 2026
About the role
ESSENTIAL JOB RESPONSIBILITIES
Support and demonstrate IMA’s core values
Value and understanding the importance of diversity, equity, and inclusion among all IMA associates
Recruits, retains and develops IT Field Technician and Helpdesk team members to build a team that meets, or exceeds, IMA’s technology needs for today and tomorrow
Establish clear expectations, accountability, goals, and development plans for leaders and team members.
Responsibility for the design, implementation, and continuous operation of key ITSM foundational processes
Provide strategic directions for Field Technician services supporting offices across the country.
Establish a consistent nationwide field support model while accounting for the needs of individual offices and geographic regions.
Responsible for daily support activities across on-site Field Technicians and Enterprise Help Desk.
Sets key processes and standards for on-site workstation and peripheral hardware and support models.
Facilitates, participates in, and implements continuous improvement and cost management programs designed to facilitate the IMA business strategy and roadmap (examples: balance of on-premises and cloud posture, hardware refreshes, and operational administration improvements)
REQUIRED EXPERIENCE & SKILLS
Required: Bachelor’s degree
Required: 14+ years’ or equivalent work experience in computer technology-related fields
Required: 10+ years’ management experience with technical team members
Preferred: experience managing remote team members
Required: in-depth knowledge across infrastructure and operations demonstrated with certifications in ITIL, ITSM, or other
Required: 10+ years’ current Microsoft desktop operating system, Microsoft Outlook, Microsoft Teams, Sharepoint experience
Required: 10+ years of workstation management and application deployment utilizing Microsoft Intune
Required: 10+ years’ experience and demonstrated success with implementation and improvements for a service desk ticketing system, including workflows and asset management with Fresh Service experience preferred.
Required: 8+ years’ experience with IT processes for employee onboarding, offboarding, and workstation setup
Required: 8+ years’ experience supporting office IT capabilities for printing, conference room AV, access badging.
Preferred: Experience with Microsoft M365 integration projects.
