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Ingram Content Group · 1 day ago

Director, IT Service and Support

La Vergne, TN

Full-time

Onsite

Director/Executive

$167K/yr - $213K/yr

8+ years exp

Ingram Content Group (ICG) is currently seeking a Director, IT Service and Support to join their team. This role involves directing the end user computing environment and ensuring a consistent, high-quality technology experience, while leading the IT Service Desk and driving service maturity and operational excellence.

ContentNewsPublishing

H1B Sponsor Likely

Responsibilities

Leads delivery of all end user technologies including Windows, Mac, mobile devices, printing, and conference room voice/video systems to ensure reliable and secure user experiences

Provides leadership and direction for the ITSM platform, encompassing incident, problem, change, asset, patch, and knowledge management processes

Develops and executes strategies to enhance automation, self-service, and AI-driven capabilities to reduce manual touchpoints and improve service efficiency

Partners cross-functionally with HR, Finance, Operations, and IT leadership to align technology support with business priorities and upcoming initiatives

Drives standardization of global service operations, processes, and tools to ensure consistent delivery and measurable performance improvement

Ensures effective endpoint management, including device provisioning, MDM compliance, patching, and endpoint security posture

Responsible for full asset lifecycle management of end-user company devices, ensuring full accountability and tracking of assets

Collaborates with Facilities on conference room technology and transitions ownership to IT as new digital collaboration solutions are deployed

Establishes and monitors service performance metrics (SLA, CSAT/ESAT, first contact resolution, and incident volume trends) to drive continuous improvement

Provides leadership and oversight to the PMO to ensure timely and successful delivery of IT initiatives across all business units

Champions a customer-focused culture, emphasizing proactive communication, service quality, and accountability across all support teams

Leads Critical Business Interruption Notification events, including communication to business partners during notification events

Reviews and analyzes KPI data to enhance and continually improve service delivery

Works with enterprise support and security teams to resolve problems and issues

Oversees the management of customer escalations

Oversees the IT Change Management process

Oversees teams’ daily activities ensuring accurate ticket entry, escalation and efficiency processes are followed

Oversees the Center of Excellence to drive adoption of best practices, process improvement, and IT governance frameworks

Ensures compliance with company policies, IT security standards, and industry best practices for all end user technology services

Responsible for planning and managing IT coverage across applicable shifts

Conducts support reviews with appropriate business partners to engage in a process of continual customer service improvement

Qualification

ITSM platformsService Desk managementEnd User ComputingNetworking fundamentalsActive DirectoryITIL frameworksPerformance metrics analysisMicrosoft Office SuiteLeadership skillsCommunication skillsOrganizational skills

Required

Bachelor's degree in Computer Science or related field or directly related year for year experience

8 years of related work experience in positions of increasing responsibility

5 years of experience managing a Service Desk/Delivery function, including proven experience of interacting with customers and internal teams

Preferred

Ability to manage End User Computing environments, including Windows, macOS, and mobile device platforms

Knowledge of building and managing service desk teams

Strong technical knowledge of networking fundamentals, Active Directory, DNS, DHCP, system patching, and endpoint automation

Ability to deploy ITSM platforms (e.g., ServiceNow, Jira Service Management) and comprehensive understanding of ITIL frameworks and service delivery best practices

Proven ability to lead service transformation initiatives, including ITSM modernization, automation, and AI-driven self-service implementations

Knowledge of organizational policies, operating procedures, and governance frameworks within a corporate IT environment

Strong business acumen and political astuteness with the ability to navigate cross-functional relationships and influence at all levels of the organization

Ability to analyze performance metrics and translate insights into actionable service improvements and operational efficiencies

Excellent written and verbal communication skills, with the ability to present complex information clearly to technical and non-technical audiences

Proficient in Microsoft Office Suite and collaboration tools (e.g., Teams, SharePoint, Power BI)

Strong leadership and people development skills, with a focus on coaching, mentoring, and fostering a culture of accountability and continuous improvement

Detailed working knowledge of a very broad range of IT systems, including workstations, telephony, LAN/Wireless, typical data center components (servers, network devices, UPS)

Strong organizational skills

Benefits

A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.

15 vacation days & 12 sick days accrued annually and 3 personal days

401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more

Wellness program with access to onsite gym and basketball court for associates

Encouraged continued education with our tuition reimbursement program

Financial and in-kind opportunities to engage with non-profits in your community

Company match program for United Way donations

Volunteer opportunities and in-kind drives for non-profits throughout the year

Take breaks or brainstorm in our game room with ping pong & foosball

Casual Dress Code & Flexible Schedules (per team)

Company

Ingram Content Group

Glassdoor3.7

Ingram Content Group distributes physical and digital content to retailers, libraries, schools and other distribution partners.

Founded in 1978

La Vergne, Tennessee, USA

1001-5000 employees

http://ingramcontent.com

H1B Sponsorship

Ingram Content Group 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 (3)

2024 (5)

2023 (1)

2022 (4)

2021 (3)

2020 (1)