IT Director, Helpdesk and Service Technicians

Position Summary:

We are seeking a highly motivated and experienced IT Director to lead our nationwide Helpdesk and Field Service Technician team. This pivotal role involves overseeing the daily operations of the IT service desk and field support, ensuring high-quality, efficient service delivery and optimal user satisfaction. The ideal candidate will combine strong technical expertise with exceptional leadership skills to drive continuous improvement, manage a high-performing team, and align support services with overall business objectives.

Key Responsibilities:

• Team Leadership & Management: Lead, mentor, and manage a team of Tier 1 and Tier 2 helpdesk and field service technicians. This includes recruitment, training, performance evaluations, and fostering a culture of customer service excellence and professional development.
• Service Delivery & Operations: Oversee the day-to-day operations of the helpdesk and field services, ensuring timely and effective resolution of technical issues for all staff and/or clients. Manage the IT ticketing system (e.g., Fresh Service) to prioritize, track, and report on all incidents and service requests.
• New Partnership Integration: Oversee new partnership integration activities including user onboarding, laptop deployments, contract management, MSP integrations, and full IT integration. Manage the organization for growth including helpdesk and field technician expansion to meet company goals.
• Strategic Planning & Process Improvement: Develop, implement, and refine Helpdesk and Service Technician policies, procedures, and best practices to optimize efficiency, increase user satisfaction, and align with IT standards business growth. Analyze performance data and trends to drive continuous improvement initiatives.
• Technical Support & System Oversight: Provide an escalation point for complex technical issues, collaborating with other IT teams (e.g., Network, Systems, Applications) to ensure seamless service delivery. Manage and support hardware, software, networking systems, and mobile devices, including deployment, configuration, and troubleshooting.
• Vendor & Asset Management: Assist in managing relationships with IT vendors and service providers, including evaluating contracts and overseeing service delivery. Oversee IT asset management activities, including inventory control, tracking, and decommissioning of equipment.
• Documentation & Knowledge Management: Ensure the creation, maintenance, and enhancement of comprehensive knowledge base content and Standard for both technicians and end-users.
• Security & Compliance: Ensure compliance with organizational IT security policies, data protection protocols including endpoint protection and SOC2 compliance.

Required Qualifications & Skills:

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration. Relevant experience may be considered.
• Experience: Minimum of 8 years of progressive experience in IT, with at least 5-8 years in a leadership or management role overseeing help desk, desktop support, or IT operations.
• Technical Skills: Solid understanding of Microsoft Windows operating systems, network fundamentals, Active Directory, Microsoft 365, Microsoft Azure Fundamentals.
• Leadership Skills: Exceptional leadership, team-building, and mentorship abilities, with strong analytical and problem-solving capabilities.
• Communication: Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users and engage with stakeholders at all levels of the organization.
• Certifications: Relevant industry certifications such as ITIL Foundation, CompTIA A+/Network+/Security+ , are highly desirable.

The anticipated posting timeline for this opportunity is 11/13/2025-12/13/2025.

Compensation & Benefits

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following:

Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Health Club Reimbursement, Personal and Professional Development. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate's geographic location, prior relevant experience, and their knowledge, skills, and abilities.

Why Join IMA?

We've built a reputation for putting our associates first

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It's this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team

We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we're big enough to write business all over the world and small enough to implement your ideas quickly.

We are recognized nationally as a leader in our industry

• Business Insurance Magazine Best Places to Work in Insurance
• 2023 Inc. Magazine's Best Workplaces
• 2023 Denver Business Journal's Best Places to Work
• Connecticut Top Work Places
• Inc. 5000's List of Fastest Growing Companies
• Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies
• Kansas City Business Journal's Best Places to Work
• Charlotte Business Journal's Best Places to Work
• Los Angeles Business Journal's Best Places to Work
• The Salt Lake City Tribune Top Work Places
• Puget Sound Business Journal's Washington's Best Workplaces
• Wichita Business Journal's Best Places to Work, #1 in extra-large category
• 2021 Dallas Business Journal's Best Places to Work
• 2021 Alaska Journal of Commerce's Best Workplaces in Alaska

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.