General informationLocation Remote
Function Technology
Business Unit Shared Services
Full-time/Part-time Full Time
Salary Range Min - Max (USD) $167703 - $268325
Country United States
Date 15-Jun-2026
Job ID 5694
JOB SUMMARY: The Sr. Director, Information Technology leads enterprise IT services across One Call US and One Call Mexico, with accountability for end user computing, IT service desk, ITSM process discipline, endpoint engineering, and the colleague technology experience. Reports to the Vice President, Information Technology.
The Sr. Director is responsible for the end-to-end employee technology experience including device management, productivity platforms, service delivery, and IT operations across distributed, remote, and international workforces. The role drives ITSM process maturity, service desk operations, and the integration of Data Dimensions IT services into the combined organization. The role partners closely with the ServiceNow product function on platform capability and roadmap.
ESSENTIAL DUTIES & RESPONSIBILITIES: Strategic Leadership: 30% - Sets strategy for enterprise IT services, end user computing, and IT operations across One Call US and One Call Mexico.
- Drives ITSM process maturity across incident, problem, change, request, and asset management.
- Drives modernization of endpoint management and end user technology experience.
- Partners with security, infrastructure, and HR functions on identity, access, and onboarding workflows.
- Owns the IT services roadmap in support of enterprise transformation initiatives.
End user computing & endpoint engineering: 25% - Owns design and delivery of desktop, mobile, and endpoint experience across the enterprise.
- Drives standardization of Windows and Apple endpoint management (Intune, JAMF) including zero-though provisioning.
- Establishes endpoint security and compliance posture in partnership with security organization.
- Leads enterprise productivity platform strategy (Microsoft 365, Teams, SharePoint, OneDrive).
- Owns hardware lifecycle management, asset management, and procurement strategy across US and Mexico.
Service Delivery & ITSM Process: 25% - Leads IT service desk operations supporting global workforce including US, Mexico, remote and offshore colleagues.
- Owns ITSM process discipline including incident, problem, change, request, and asset management practices.
- Drives service maturity through SLA discipline, knowledge management, and self-service capability.
- Leads expansion of enterprise service desk and IT service catalog content.
- Partners with the SercviceNow product function on platform capability, requirements, and roadmap to ensure ITSM processes are well-supported by the platform.
People Leadership: 15% - Leads and develops Director and Manager-level leadership team across US and Mexico operations.
- Owns talent strategy including hiring, succession planning, and performance management.
- Builds bench strength across IT operations, end user services, endpoint engineering, and service desk.
- Establishes service delivery culture grounded in customer experience and operational excellence.
Vendor & Financial Management: 5% - Owns vendor relationships across endpoint management platforms, productivity software, and managed services.
- Managers operation budget across IT services, endpoint hardware, and software licensing.
- Drives hardware license optimization and cost discipline.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS: - Bachelor's degree in Computer Science, Information Systems, or related discipline, or equivalent professional experience; advanced degree a plus.
- 12+ years of progressive technology leadership experience in IT operations, end user computing, or IT services.
- 6+ years leading multi-disciplinary IT organizations including managers and senior individual contributors.
- Demonstrated track record leading IT modernization, M&A integration, or service maturity transformation.
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES: - Advanced knowledge of ITSM concepts, processes, and practices; experience operating in environments running ServiceNow strongly preferred.
- Deep expertise in end user computing across Windows and Apple platforms.
- Strong working knowledge of endpoint management platforms (Intune, JAMF, Workspace ONE).
- Experience with enterprise productivity platforms (Microsoft 365, Teams, SharePoint, OneDrive).
- Track record of building service maturity through SLA discipline, knowledge management, and continuous improvement.
- Experience leading IT operations across multiple geographies including international locations; experience operating in or with Mexico strongly preferred.
- Strong vendor management and contract negotiation experience.
- Proven ability to lead distributed teams across geographies including offshore and contact center support.
- Executive communication skills with ability to translate technology decisions into business outcomes.
- ITIL Foundations Certification preferred.
- Experience with identity and access management platforms and integration patterns.
- Ability to operate effectively in regulated industries (healthcare, financial services, worker's compensation).
- Spanish language proficiency a plus.
- Ability to work both independently and in a team environment.
- Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
- Ability to work both independently and in a team environment.
- Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT: - This position will be performed in the colleague's home. Work-from-home requirements include the colleague's ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
- This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
- The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
- The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
- The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.
Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time
