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Director, IT Support Operations

CardWorks Servicing LLC Lake Mary, FL

Lake Mary, FL

Today

$138k - $153k/yr Full time Manager Cloud Platforms Customer Support

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Job Description

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

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