Director of IT Services

Position SummaryROMTech is rapidly expanding, and with that growth comes a significant increase in IT service and support demands. We are seeking a seasoned Director of IT Services to provide a stable, accountable leadership presence over Department 10 (Service Delivery).This role is responsible for overseeing all IT service delivery tasks and staff, ensuring that IT applications, systems, and end-user services remain available, reliable, and operationally efficient in support of the business. The ideal candidate is a strong people leader with a service-oriented mindset and experience scaling IT support operations in a fast-paced environment.Key Results (What Success Looks Like)Highly available, stable, and efficient IT applications supporting ROMTech’s business operationsPredictable, well-managed IT service delivery with clear ownership and accountabilityImproved response times, resolution rates, and user satisfactionScalable service processes that keep pace with company growthKey ResponsibilitiesProvide overall leadership and direction for Department 10 (IT Service Delivery)Oversee all IT support functions, including help desk, desktop support, application support, and service request fulfillmentEnsure availability, performance, and reliability of IT applications and end-user systemsEstablish, monitor, and report on service delivery KPIs, SLAs, and performance metricsImplement and continuously improve IT service management (ITSM) processes, including incident, request, problem, and change managementManage, mentor, and develop IT service delivery staff and team leadsAct as the escalation point for critical service issues and outagesPartner closely with IT Operations, Security, Engineering, and business stakeholdersForecast staffing needs and scale service delivery resources to meet demandOwn service delivery tools and platforms (ticketing systems, monitoring, knowledge bases)Drive documentation, standard operating procedures, and knowledge managementSupport audits, compliance requirements, and internal controls related to IT services