5+ years leading IT operations, infrastructure, or support teams
Proven experience managing leaders or senior technical staff in a matrixed environment
Experience operating or improving a tiered IT support model (Tier 0-Tier 2)
Exposure to multi-domain IT environments: infrastructure, security, endpoint, and applications
Experience with ITSM platforms and vendor performance management
Experience managing operational budgets and performance metrics
LANGUAGE SKILLS:
Fluent in English required. Additional languages beneficial for global coordination.
Strong people leadership and team-building capabilities with a demonstrated track record
Ability to operate effectively in a matrixed, cross-functional IT organization
Broad working knowledge of enterprise IT domains; deep subject matter expertise not required
Ability to translate strategy into operational execution
Strong communication skills with both technical and business stakeholders
PHYSICAL DEMANDS:
Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
Ability to communicate effectively verbally and in writing.
Ability to see and read computer screens and printed documents, including prolonged periods at a screen.
Ability to travel to meet with clients or attend indus
Additional Information
Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.
At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together
The Director, Enterprise IT Support is a people-first leadership role responsible for building, leading, and continuously improving a high-performing IT support organization. This role delivers value through team development, operational discipline, and a structured service delivery model - not as a hands-on technical expert. The Director owns the design and execution of the tiered support model (Tier 0-Tier 2) and ensures consistent, high-quality service delivery across a broad enterprise IT environment, operating in close partnership with the IT PMO, GRC, and Security teams.
PRIMARY DUTIES:
People Leadership & Team Development: Lead, coach, and develop IT support leaders and senior engineers. Establish performance expectations, accountability structures, and career pathways. Build a culture focused on ownership, service quality, and continuous improvement.
Service Delivery & Operations: Own and mature the enterprise IT service delivery model including SLAs, escalation, and performance reporting. Ensure consistent execution of incident, request, problem, and change management processes.
Tiered Support Model Ownership: Design and continuously improve the Tier 0 (self-service), Tier 1 (service desk), and Tier 2 (technical escalation) model. Increase automation and self-service adoption to reduce ticket volume.
Technology Operations Oversight: Provide governance-level leadership across infrastructure, endpoint, identity, ITSM platforms, M365, and business application support. This is a leadership role, not a hands-on technical position.
Cross-Functional Alignment: Partner with IT PMO for operational readiness; align with GRC for compliance and audit adherence; coordinate with Security for incident response integration; ensure operations align with enterprise IT strategy.
Vendor & Financial Management: Manage key vendor relationships and performance outcomes. Own and manage an IT operations budget of approximately $5M. Drive cost optimization and efficient resource utilization.
COMPETENCY:
People Leadership & Coaching: Primary - success is measured through team performance, not individual output
Service Delivery & ITSM Discipline: SLA ownership, incident/request/problem/change management
Strategic & Operational Thinking: Translate IT strategy into execution with measurable outcomes
Cross-Functional Collaboration: PMO, GRC, Security, Finance, and HR alignment
Communication & Executive Presence: Fluency with technical teams and business stakeholders
Financial & Vendor Management: Budget ownership, vendor accountability, cost optimization
REQUIRED EDUCATION:
Bachelor's degree in Information Technology, Business, or a related field required. Advanced degree (MBA or equivalent) preferred.
Neweratech · Worldwide