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First Financial Bank Texas · 2 hours ago

VP IT Service Management Director

Abilene, TX

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

First Financial Bank Texas is a growing organization that values innovation and collaboration. The IT Service Management Director will provide strategic leadership and operational excellence in end-user support functions, driving transformation and ensuring alignment of IT services with business goals.

BankingCreditFinancial Services

H1B Sponsor Likely

Responsibilities

Develop and execute a forward-looking strategy for Service Desk, Field Support, and ITSM that anticipates and adapts to emerging technologies, business needs, and user expectations

Champion a culture of innovation, agility, and continuous learning

Oversee daily operations of Service Desk and Field Support, ensuring high-quality, efficient, and timely support for all users

Lead the adoption of AI, automation, and self-service technologies to streamline support, reduce manual effort, and improve resolution times

Implement and mature ITSM best practices (e.g., ITIL, SIAM, ESM) to optimize workflows, incident/problem/change management, and service delivery

Foster a user-centric approach, measuring and improving customer satisfaction, service levels, and business alignment

Act as an escalation point for complex issues and ensure effective communication with stakeholders

Leverage analytics, dashboards, and KPIs to monitor performance, identify trends, and drive continuous improvement

Use predictive analytics and automation to proactively address issues and optimize resource allocation

Build, mentor, and retain a high-performing, diverse team with future-ready skills

Promote ongoing training in emerging technologies, service management, and customer service excellence

Ensure all support and ITSM processes align with cybersecurity, privacy, and compliance requirements (e.g., NIST, FFIEC, GDPR)

Lead incident response and business continuity planning for end-user services

Partner with IT, business units, and vendors to deliver integrated solutions and support transformation initiatives

Lead organizational change, fostering adoption of new tools, processes, and mindsets

Evaluate and pilot new technologies (e.g., GenAI, virtual assistants, remote support, IoT device management) to enhance support capabilities and efficiency

Qualification

ITIL certificationAI/automation in IT supportService Desk managementData-driven decision makingCloud-based service managementCybersecurity complianceLeadership experienceChange managementAnalytical mindsetTechnical fluencyStrategic thinkingEmotional intelligence

Required

Minimum Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field

Industry certifications such as ITIL (v4 or later) required

8+ years of progressive IT support and service management experience, including 3+ years in a leadership role over Service Desk and/or Field Support

Demonstrated success leading transformation, automation, and ITSM modernization initiatives

Experience with AI/automation in IT support, cloud-based service management platforms, and remote/hybrid workforce support

Strategic thinking, business acumen, and a passion for user experience

Deep knowledge of ITSM frameworks, service desk operations, and field support best practices

Strong leadership, communication, and change management skills

Analytical mindset with expertise in data-driven decision making

Technical fluency in cloud, automation, cybersecurity, and modern support tools

High emotional intelligence, adaptability, and resilience

Preferred

Advanced degree preferred

Advanced ITSM, SIAM, HDI, or relevant leadership certifications are highly desirable

Company

First Financial Bank Texas

First Financial Bankshares, Inc. is recognized as one of the nation's most financially secure banking institutions, with assets totaling $14.3 billion.

Founded in 1890

Abilene, Texas, USA

1001-5000 employees

https://ffin.com

H1B Sponsorship

First Financial Bank Texas has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (2)

2022 (1)

2021 (2)