Director, IT Support Operations

The Director, IT Support Operations leads end-to-end Service Desk and End User Computing support services for a regulated financial environment. This role drives ITIL/ITSM maturity, automation, digital workplace strategy, and service governance while improving employee technology experience across office, remote, and hybrid work.

Key Responsibilities

• Own the end-to-end performance of Service Desk and End User Computing support services, including service quality, capacity, productivity, customer satisfaction, and operational health.
• Advance ITIL and ITSM maturity across incident, request, problem, knowledge, major incident, service-level management, and continual improvement practices.
• Establish and govern KPIs, SLAs, OLAs, experience measures, first-contact resolution, backlog, escalation, productivity, reliability, and service-quality metrics.
• Serve as the senior escalation point for critical employee-impacting incidents, executive support matters, and systemic service failures.
• Champion a secure, user-centered digital workplace supporting office, remote, and hybrid employees.
• Advance AI-assisted support, intelligent automation, self-service, knowledge-centered service, proactive issue detection, and automated remediation.
• Use service analytics, employee feedback, root-cause analysis, and industry benchmarks to eliminate recurring issues, reduce demand, and improve service reliability.
• Balance employee experience with security, compliance, cost, risk, and enterprise architecture requirements.
• Define and execute the enterprise roadmap for digital workplace services, end-user support, automation, service modernization, and employee technology experience.
• Align technology investments, workforce models, service capabilities, and performance standards with business priorities and evolving employee needs.
• Advise executive leadership on digital workplace strategy, service performance, technology adoption, operational risk, and investment priorities.
• Manage operating budgets, workforce plans, forecasts, investment proposals, and cost-optimization strategies for digital workplace and support services.
• Govern third-party providers, including contractual performance, service levels, financial commitments, operational risks, and continuous-improvement obligations.
• Partner with Sourcing, Vendor Management, Finance, Legal, Risk, and Technology leadership on vendor selection, contract negotiations, renewals, sourcing models, and service transitions.
• Establish measures for service cost, resource utilization, provider performance, productivity, and return on technology investments.
• Build and develop high-performing digital workplace, Service Desk, and End User Computing leaders and teams.
• Foster a culture of accountability, ownership, innovation, customer focus, operational discipline, and professional excellence.
• Transform support teams from reactive ticket-processing into proactive, consultative, and solution-oriented technology partners.
• Establish workforce strategies, succession plans, career pathways, capability requirements, and performance expectations aligned with the digital workplace roadmap.
• Lead complex digital workplace, EUC, automation, and support transformation programs from strategy and business-case development through implementation and operational adoption.
• Establish program governance, financial requirements, resource plans, timelines, risk strategies, communications, and measurable success criteria.
• Ensure initiatives are delivered within approved scope, schedule, budget, risk tolerance, and business objectives.
• Maintain executive visibility into program performance, dependencies, investment requirements, adoption, risks, and realized business outcomes.
• Establish governance and operational controls for digital workplace and support services within a regulated financial services environment.
• Maintain alignment with FDIC, PCI-DSS, SOX, ITGC, SOC 1, SOC 2, security, privacy, records-management, and internal control requirements.
• Partner with Risk, Audit, Compliance, Legal, and Cybersecurity to maintain audit readiness and remediate control deficiencies and emerging risks.
• Integrate risk and control requirements into service design, vendor oversight, technology deployments, operational processes, and transformation initiatives.
• Serve as the principal relationship owner for digital workplace and employee support services across business and technology leadership.
• Build strategic partnerships that align service capabilities with operational priorities, workforce requirements, and employee needs.
• Communicate service performance, investment requirements, risks, transformation progress, and improvement outcomes with executive-level credibility.
• Represent Digital Workplace & Support Services in enterprise governance, planning, risk, and investment forums.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline.
• 7+ years of progressive IT experience, including 5+ years leading multiple support teams and support leaders.
• Demonstrated leadership of both Service Desk and End User Computing organizations.
• Proven success leading large-scale operational transformation, process improvement, and support modernization.
• Experience with automation, self-service, workflow optimization, knowledge management, and enterprise technology initiatives.
• Strong project/program management experience.
• ITIL Foundation required; ITIL Managing Professional, PMP, Lean Six Sigma, or equivalent preferred.
• Experience in highly regulated environments subject to PCI-DSS, SOX, FDIC, SOC, ITGC, or similar requirements.
• Experience with ServiceNow, workflow automation, knowledge management, endpoint management, and operational reporting/analytics platforms.
• Some travel to Cardworks & Merrick Bank locations may be required.

Technologies

• ITIL, ITSM
• ServiceNow
• AI-assisted support, intelligent automation
• Knowledge management
• Endpoint management
• Operational reporting/analytics platforms
• IVR

Leadership Competencies

• Ownership: Accountable for outcomes and results.
• Execution Excellence: Delivers measurable results through disciplined operations.
• Continuous Improvement: Eliminates waste and continuously improves processes and performance.
• Innovation: Leverages technology, automation, AI, and creative thinking to modernize support.
• People Development: Builds teams, develops leaders, and strengthens organizational capability.
• Customer Focus: Prioritizes employee experience and business outcomes.
• Change Leadership: Drives cultural, organizational, and operational transformation.
• Solution Orientation: Solves systemic problems rather than maintaining the status quo.
• Operational Discipline: Uses data, metrics, governance, and accountability to drive sustainable performance.
• Some travel to Cardworks & Merrick Bank locations may be required.

Location and Compensation

Location: Lake Mary, FL (onsite)

Salary: USD 137,853 - 153,170 per yearly

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package - Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package - Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition