Director, IT Service and Support

Ingram Content Group(ICG) is currently seeking a Director, IT Service and Support to join our team inLaVergne, TN. (Nashville, TN). This person directs the end user computing environment and ensures a consistent, high-quality technology experience across all locations. Leads the IT Service Desk and Center of Excellence to drive service maturity, operational excellence, and digital workplace transformation. Leads initiatives to modernize ITSM tools, enhance automation and self-service capabilities, and improve key performance metrics such as SLA compliance, incident reduction, and customer satisfaction. Works collaboratively across IT and business functions, to ensure the delivery of secure, reliable, and user-centered technology services that enable employee productivity and organizational success. This position will require you to be in our headquarters for a minimum of 4 days per week.

Want to help explore and build new ways to deliver content to the world?

At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel. We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization. Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation.

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business,and enjoys working in a connected culture, we can't wait to meet you!

The ideal candidate will have the following minimum qualifications:

• Bachelor's degree in Computer Science or related field or directly related year for year experience
• 8 years of related work experience in positions of increasing responsibility
• 5 years of experience managing a Service Desk/Delivery function, including proven experience of interacting with customers and internal teams

We have a preference for:

• Ability to manage End User Computing environments, including Windows, macOS, and mobile device platforms.
• Knowledge of building and managing service desk teams
• Strong technical knowledge of networking fundamentals, Active Directory, DNS, DHCP, system patching, and endpoint automation.
• Ability to deploy ITSM platforms (e.g., ServiceNow, Jira Service Management) and comprehensive understanding of ITIL frameworks and service delivery best practices.
• Proven ability to lead service transformation initiatives, including ITSM modernization, automation, and AI-driven self-service implementations.
• Knowledge of organizational policies, operating procedures, and governance frameworks within a corporate IT environment.
• Strong business acumen and political astuteness with the ability to navigate cross-functional relationships and influence at all levels of the organization.
• Ability to analyze performance metrics and translate insights into actionable service improvements and operational efficiencies.
• Excellent written and verbal communication skills, with the ability to present complex information clearly to technical and non-technical audiences.
• Proficient in Microsoft Office Suite and collaboration tools (e.g., Teams, SharePoint, Power BI).
• Strong leadership and people development skills, with a focus on coaching, mentoring, and fostering a culture of accountability and continuous improvement.
• Detailed working knowledge of a very broad range of IT systems, including workstations, telephony, LAN/Wireless, typical data center components (servers, network devices, UPS)
• Strong organizational skills

The Director, IT Service and Support key responsibilities are:

• Leads delivery of all end user technologies including Windows, Mac, mobile devices, printing, and conference room voice/video systems to ensure reliable and secure user experiences.
• Provides leadership and direction for the ITSM platform, encompassing incident, problem, change, asset, patch, and knowledge management processes.
• Develops and executes strategies to enhance automation, self-service, and AI-driven capabilities to reduce manual touchpoints and improve service efficiency.
• Partners cross-functionally with HR, Finance, Operations, and IT leadership to align technology support with business priorities and upcoming initiatives.
• Drives standardization of global service operations, processes, and tools to ensure consistent delivery and measurable performance improvement.
• Ensures effective endpoint management, including device provisioning, MDM compliance, patching, and endpoint security posture.
• Responsible for full asset lifecycle management of end-user company devices, ensuring full accountability and tracking of assets.
• Collaborates with Facilities on conference room technology and transitions ownership to IT as new digital collaboration solutions are deployed.
• Establishes and monitors service performance metrics (SLA, CSAT/ESAT, first contact resolution, and incident volume trends) to drive continuous improvement.
• Provides leadership and oversight to the PMO to ensure timely and successful delivery of IT initiatives across all business units.
• Champions a customer-focused culture, emphasizing proactive communication, service quality, and accountability across all support teams.
• Leads Critical Business Interruption Notification events, including communication to business partners during notification events.
• Reviews and analyzes KPI data to enhance and continually improve service delivery.
• Works with enterprise support and security teams to resolve problems and issues.
• Oversees the management of customer escalations.
• Oversees the IT Change Management process.
• Oversees teams' daily activities ensuring accurate ticket entry, escalation and efficiency processes are followed.
• Oversees the Center of Excellence to drive adoption of best practices, process improvement, and IT governance frameworks.
• Ensures compliance with company policies, IT security standards, and industry best practices for all end user technology services.
• Responsible for planning and managing IT coverage across applicable shifts.
• Conducts support reviews with appropriate business partners to engage in a process of continual customer service improvement.

Hiring Salary Range:$166,700 - $213,174.This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to:the applicant's education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistanceprograms, Group Legal, & more
  • Wellness program with access toonsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code & Flexible Schedules (per team)

The world is reading,and Ingram Content Group ("Ingram") connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram's services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish