Director of IT and Product Support
InfraTech Solutions LLC, Chicago, IL, United States
Director of IT Operations & Support
Chicago, IL (Hybrid)
We’re working with a high-growth, mission‑driven organization focused on delivering technology‑enabled services at scale. They’ve built a strong foundation and are now looking to bring in a leader to elevate their IT support and operations function as they continue to grow.
The Role This is a hands‑on leadership role overseeing Service Desk, IT support, and product‑facing support functions. You’ll own the full lifecycle of support operations, including strategy, execution, team leadership, and process maturity.
The focus is on:
Driving operational excellence across IT support and end‑user experience
Minimizing downtime and improving system reliability
Scaling processes and infrastructure to support continued growth
Leading and developing a high‑performing support organization
You’ll work cross‑functionally with product, engineering, security, and infrastructure teams to ensure alignment between support and the broader technology ecosystem.
What You’ll Be Doing
Lead and evolve IT and support operations across the organization
Own incident management, escalation, and post‑incident improvements
Build scalable processes across service management and support delivery
Partner with internal teams to resolve issues and improve system performance
Implement data‑driven insights to improve uptime and service quality
Drive automation, self‑service, and process optimization initiatives
Manage team structure, staffing, and performance
What We’re Looking For
Proven leadership experience in IT support / operations within a high‑growth environment
Strong background in IT service management (ITIL or similar)
Experience driving operational improvements and scaling support functions
Ability to lead cross‑functional initiatives and influence stakeholders
Strong technical understanding across modern infrastructure and cloud environments
Experience with enterprise support tools, observability platforms, and automation
Positioning This is a
true IT operations leadership role
with visibility and impact across the organization. Ideal for someone who wants to step into a role where they can build, scale, and lead from the front.
#J-18808-Ljbffr
We’re working with a high-growth, mission‑driven organization focused on delivering technology‑enabled services at scale. They’ve built a strong foundation and are now looking to bring in a leader to elevate their IT support and operations function as they continue to grow.
The Role This is a hands‑on leadership role overseeing Service Desk, IT support, and product‑facing support functions. You’ll own the full lifecycle of support operations, including strategy, execution, team leadership, and process maturity.
The focus is on:
Driving operational excellence across IT support and end‑user experience
Minimizing downtime and improving system reliability
Scaling processes and infrastructure to support continued growth
Leading and developing a high‑performing support organization
You’ll work cross‑functionally with product, engineering, security, and infrastructure teams to ensure alignment between support and the broader technology ecosystem.
What You’ll Be Doing
Lead and evolve IT and support operations across the organization
Own incident management, escalation, and post‑incident improvements
Build scalable processes across service management and support delivery
Partner with internal teams to resolve issues and improve system performance
Implement data‑driven insights to improve uptime and service quality
Drive automation, self‑service, and process optimization initiatives
Manage team structure, staffing, and performance
What We’re Looking For
Proven leadership experience in IT support / operations within a high‑growth environment
Strong background in IT service management (ITIL or similar)
Experience driving operational improvements and scaling support functions
Ability to lead cross‑functional initiatives and influence stakeholders
Strong technical understanding across modern infrastructure and cloud environments
Experience with enterprise support tools, observability platforms, and automation
Positioning This is a
true IT operations leadership role
with visibility and impact across the organization. Ideal for someone who wants to step into a role where they can build, scale, and lead from the front.
#J-18808-Ljbffr