Beyond Finance

Director of Support

Beyond Finance

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • 🇺🇸 United States

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Salary

💰 $150,000 - $190,000 per year

Job Level

Lead

Tech Stack

AWSCloudEC2ITSMKubernetesPythonServiceNowSQLTerraform

About the role

  • Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
  • Develop and execute the support strategy aligned with company growth and organizational needs.
  • Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
  • Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
  • Implement structured feedback loops from support to product roadmaps.
  • Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
  • Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
  • Leverage data to analyze performance, identify trends and continuously improve service delivery.
  • Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
  • Drive adoption and optimization of ITSM processes and enhance user experience.
  • Manage staffing, workforce planning, vendor and outsourced partners.
  • Foster a culture of accountability, ownership and customer-first mindset.
  • Drive automation, self-service and knowledge management strategies.

Requirements

  • 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
  • Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
  • Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
  • Proven experience implementing AI and/or automated solutions in IT Service Management.
  • Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
  • Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
  • Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
  • Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
  • Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
  • Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.
Benefits
  • Considerable employer contributions for health, dental, and vision programs
  • Generous PTO, paid holidays, and paid parental leave
  • 401(k) matching program
  • Merit advancement opportunities
  • Career development & training

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLNQLDDSQLPowershellPythonTerraformShellBashAPIITIL
Soft skills
leadershipdecision-makingproject managementcommunicationmentorshipcustomer satisfactionoperational excellenceaccountabilityownershipcollaboration