Beyond Finance · 1 day ago
Director of IT and Product Support
Chicago, IL
Full-time
Onsite
Senior Level, Lead/Staff
$150K/yr - $190K/yr
8+ years expBeyond Finance is dedicated to helping everyday Americans escape crippling debt through compassionate care and technology. The Director of IT and Product Support will lead teams responsible for IT and product support, focusing on service desk operations, team development, and optimizing support processes.
BlockchainCryptocurrencyFinancial ServicesFinTech
Hiring Manager
Lauren Birdwell
Responsibilities
Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management
Develop and execute the support strategy aligned with company growth and organizational needs
Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth
Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues
Implement structured feedback loops from support to product roadmaps
Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items
Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR
Leverage data to analyze performance, identify trends and continuously improve service delivery
Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time
Drive adoption and optimization of ITSM processes and enhance user experience
Manage staffing, workforce planning, vendor and outsourced partners
Foster a culture of accountability, ownership and customer-first mindset
Drive automation, self-service and knowledge management strategies
Qualification
Required
8+ years of experience leading distributed teams in high-growth SaaS and API-first environments
Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale
Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction
Proven experience implementing AI and/or automated solutions in IT Service Management
Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities
Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders
Strong technical proficiency such as but not limited to SQL, NQL, DDSQL, Powershell, Python, Terraform, Shell, Bash, API
Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces
Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink
Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity
Benefits
Considerable employer contributions for health, dental, and vision programs
Generous PTO, paid holidays, and paid parental leave
401(k) matching program
Merit advancement opportunities
Career development & training
Company
Beyond Finance
Beyond Finance provides financial services to help individuals overcome debt and gain financial peace of mind.
1001-5000 employees
H1B Sponsorship
Beyond Finance 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 (28)
2024 (22)
2023 (14)
2022 (4)
2021 (13)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$805MKey Investors
Comvest Credit Partners
2023-08-22Debt Financing· $635M
2021-02-08Debt Financing· $110M
2021-01-01Series Unknown
Leadership Team
Lou Antonelli
Executive Vice President & Chief Operating Officer
Ruchir Doshi
Director of Product Management
Recent News
2026-01-06
2025-12-29
Company data provided by crunchbase