Director of IT and Product Support

Beyond Finance

Director of IT and Product Support leading IT & Product support teams at Beyond Finance. Focusing on operational excellence, team development, and incident response management.

Posted 4/27/2026full-timeChicago • Illinois • 🇺🇸 United StatesLead💰 $150,000 - $190,000 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudEC2ITSMKubernetesPythonServiceNowSQLTerraform

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLNQLDDSQLPowershellPythonTerraformShellBashAPIITIL

Soft Skills

leadershipdecision-makingproject managementcommunicationmentorshipcustomer satisfactionoperational excellenceaccountabilityownershipcollaboration