Director of IT and Product Support - Chicago, IL

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology ...

Job description

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About The Role
As the Director of IT and Product Support, you will lead the teams responsible for Service Desk, IT and Product support. This is a people management role that owns end-to-end support operations strategy, execution, team development and project delivery. You will be hands-on, focused on minimizing end-user downtime, optimizing production uptime, scaling & maturing IT processes to sustainably support the growth of the organization. This is an in-office position.

What You'll Do

• Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
• Develop and execute the support strategy aligned with company growth and organizational needs.
• Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
• Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
• Implement structured feedback loops from support to product roadmaps.
• Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
• Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
• Leverage data to analyze performance, identify trends and continuously improve service delivery.
• Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
• Drive adoption and optimization of ITSM processes and enhance user experience.
• Manage staffing, workforce planning, vendor and outsourced partners.
• Foster a culture of accountability, ownership and customer-first mindset.
• Drive automation, self-service and knowledge management strategies.

What We Look For

• 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
• Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
• Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
• Proven experience implementing AI and/or automated solutions in IT Service Management.
• Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
• Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
• Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
• Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
• Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
• Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.

The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.

Base Salary Range

$150,000—$190,000 USD

Why Join Us?
Benefits
While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.