JDA TSG · 8 hours ago
Director of Technology Services
United States
Full-time
Remote
Director/Executive
$125K/yr - $135K/yr
8+ years expJDA TSG is a company that partners with major brands to provide specialized talent and business process expertise. The Director of Technology Services is responsible for managing the operational backbone of the company's IT function, overseeing vendor partnerships, outsourcing relationships, and helpdesk operations to ensure reliable and scalable support as the organization grows.
ConsultingInformation Technology
Responsibilities
Vendor & Contract Ownership
Own all software, hardware, and support vendor relationships
Lead contract lifecycle management including renewals, terminations, and invoicing oversight
Outsourcing Partnership Ownership
Own Tier 1 IT outsourcing partnerships once established
Define escalation paths, operational standards, and communication protocols
Hold internal and external partners accountable for SLA adherence, service quality, and documentation
Ensure knowledge transfer and avoid over-reliance on outsourced resources
Helpdesk & End-User Services
Oversee all helpdesk operations including ticket intake, triage, and resolution
Ensure effective onboarding/offboarding and hardware lifecycle management
Continuously improve support workflows and knowledge base quality
People Leadership
Manage all full-time IT support staff including Tier 2 administrators
Provide coaching, performance management, and career development
Hire and scale the support organization as business needs evolve
Operational Governance & Metrics
Define and track operational KPIs including SLA adherence and time-to-resolution
Implement governance frameworks to prevent tool sprawl and unmanaged vendor growth
Lead post-incident reviews and continuous improvement initiatives
Cross-Functional Collaboration
Partner with Technology Strategy and Data Services leadership on support readiness
Act as execution owner for approved technology initiatives
Provide operational visibility and risk management insights to the CTO
Qualification
Required
8+ years of experience in IT operations or technology services leadership
Proven experience managing vendors, MSPs, or outsourced IT partners
Strong background in helpdesk operations and service delivery
Demonstrated people leadership and team management experience
Excellent communication, vendor negotiation, and financial acumen
Benefits
Healthcare - Comprehensive coverage for you and your family
Employee Assistance Program - Get support when you or your family need it with counseling and coaching
401K with company match
Paid time off
Paid parental leave
Volunteer Day Off
Life insurance - Protect your loved ones and their future
Business travel accident insurance
Company
JDA TSG
JDA TSG is a management consulting company specializing in program management & process re-engineering services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Alex Mortman
Chief Executive Officer
Company data provided by crunchbase