Forbes · 2 months ago
Director, IT Support and Operations
Jersey City, NJ
Full-time
Hybrid
Director/Executive
$130K/yr - $145K/yr
7+ years expForbes is an iconic global media brand that has symbolized success for over a century. They are 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.
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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
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related technical field
7–10+ 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
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
Company
Forbes
Forbes Magazine is a business magazine that is focused on business news and financial information. It is a sub-organization of Forbes Haffiz Bachok.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$200M2022-02-10Corporate Round· $200M
2014-07-01Acquired
Leadership Team
Janett Haas
SVP, Sales & C-Suite Community Lead
Kerry Lauerman
Executive Editor, News
Recent News
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