Description
JDA TSG, we equip many of the world's major brands with top-tier specialized talent, business process expertise and innovations which drive their organizations in exciting new directions. What makes us the partner of choice for the most experience-obsessed brands worldwide? We apply extensive due diligence up front to ensure that our teams and talent will be a cultural fit (culture add) and can make a difference from the very start. We have established a reputation for bringing exceptional focus, flexibility, and confidence with every client we serve.
Director of Technology Services
Location: United States (Remote or Hybrid NYC HQ)
Salary Range - $125,000 - $135,000
Employment Type: Full-Time
Reports To: Chief Technology Officer (CTO)
Role Summary
The Director of Technology Services is responsible for the operational backbone of the company's IT function. This role owns day-to-day technology services, vendor partnerships, outsourcing relationships, and helpdesk operations that ensure reliable, scalable, and cost-effective support as the organization grows.
This position serves as the primary owner of IT vendors, contracts, and service delivery models, holding both internal teams and external partners accountable to defined service levels. The role is execution-focused and operationally rigorous, allowing senior technology leadership to focus on strategy, growth, and innovation.
Key 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.
Required Qualifications
- 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.
Success Profile
Success in this role is defined by stability, predictability, and accountability. The Director of Technology Services builds a support organization that scales with the business, meets service levels consistently, and operates with strong vendor and cost discipline.
About JDA TSG:
Since 2011, our mission has remained the same: to partner with clients helping to solve the toughest problems facing their businesses. We have been successful by applying a dynamic and forward-facing approach to business process improvement, outsourced managed services, best leveraging of technologies and talent solutions.
Our core values provide the framework that allows us to continually focus on what made us successful in the first place. Quite simply, our values inform everything that we do. We knew from day one that if we hired smart, passionate people and provided them meaningful yet challenging roles, we would thrive as an organization.
Benefits and Perks:
- 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
JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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