Senior Director, IT Support Services

Hanger, Inc.

5d

About The Position

The Senior Director of IT Support Services provides enterprise leadership and strategic direction for Hanger’s Desktop Support, Service Desk, and Asset Procurement organizations. This role sets the long‑term vision for end‑user experience, defines enterprise service standards, governs service levels, and leads modernization of support capabilities, technology stacks, and operational processes. The Senior Director works closely with executive stakeholders to ensure seamless IT operations, anticipates future organizational needs, and drives continuous improvement across service delivery.
This role manages multiple managers/directors and oversees enterprise-wide support operations, financial stewardship, vendor strategy, and customer experience for all end‑user technology services across Hanger.

Requirements

• Bachelor’s degree in a related technical field required; Master’s degree preferred.
• 10+ years of progressive IT leadership experience, including 5+ years managing managers in enterprise support services or similar operational functions.
• Demonstrated success leading large, multi‑site or enterprise-scale support operations.
• Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.

Nice To Haves

• Exemplary written and verbal communication skills, with the ability to influence at executive levels.
• Strong program and project leadership capabilities, including large-scale operational improvement initiatives.
• Ability to operate as a highly independent, self‑directed leader while fostering cross‑team collaboration.
• Advanced analytical and data‑driven decision‑making skills with experience defining and governing enterprise KPIs and operational metrics.
• Demonstrated ability to lead and develop high‑performing managers and teams across distributed locations.
• Strong customer-centric mindset with the ability to instill customer service excellence across multiple departments.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Responsibilities

• Establishes enterprise strategy: Develops and implements the long‑term strategic direction for Desktop Support, Service Desk, Asset Procurement, and end‑user technology services, ensuring alignment with corporate and IT strategic plans.
• Enterprise ownership of service delivery: Defines and governs IT support service offerings, service levels, and operational performance standards across the organization.
• Technology and procurement governance: Reviews, approves, and sets standards for enterprise hardware and software purchases, ensuring alignment with corporate policies, IT architecture, financial guidelines, and lifecycle strategies.
• Leads multi‑team operations: Directs, scales, and optimizes IT support services to ensure cost‑effective operations and high‑quality user experience across current and future business needs.
• Executive leadership participation: Serves as a key member of the IT leadership team; contributes to the creation of Hanger’s IT vision, mission, goals, operating model, and strategic roadmap.
• Enterprise budget ownership: Leads annual budgeting, multi‑year financial planning, capital expenditure forecasting, and cost optimization for IT Support Services.
• Innovation & service modernization: Stays current with industry trends in support services, end‑user computing, automation, and hardware lifecycle management; evaluates emerging technologies and integrates appropriate advancements into future-state capabilities.
• Vendor & partner management: Oversees strategic vendor relationships, contract negotiations, SLAs, and performance governance for hardware, software, and support services partners.
• Customer & stakeholder engagement: Maintains ongoing, high‑touch relationships with operational and executive stakeholders to ensure performance meets expectations and future needs.

Benefits

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

What This Job Offers

• Job Type: Full-time
• Career Level: Director