{"id":3710550,"url":"https://alion.io/job/freeman-director-technology-support","title":"Director Technology Support","company":{"id":1765924,"name":"Freeman","domain":"freeman.com","url":"https://alion.io/company/freeman-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-03T22:58:51Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-07T04:00:39Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Us\nThe Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.\nSummary\nThe Director - Technology Support is accountable for the delivery of IT services as the IT service owner, leading the Help Desk, incident and problem management, and the Enterprise Service Management (ESM) platform team, spanning ITSM, ITOM, CMDB, CSDM and change management. This leader applies ITIL and service management frameworks to set standards, drive efficiency and reduce service interruptions, partnering with application development, infrastructure, architecture and security.\nThis position will support our Technology Services team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show site 2-3 days per week. The ideal candidate will be based out of any of the following locations:\nDallas, TX\nLas Vegas, NV\nAtlanta, GA\nEssential Duties & Responsibilities\nITSM strategy and maturity\nDevelop and execute an ITSM strategy and maturity roadmap aligned with the organization’s objectives.\nOwn and mature ITSM processes, metrics and reporting, with process controls to manage the risk of technology changes and continuous improvement across the lifecycle.\nHelp Desk, incident and problem management\nOptimize Help Desk operations and support quality through operational metrics, reducing incidents and elevating user satisfaction.\nLead major incident response, ensuring swift resolution and strong communication to stakeholders.\nDrive root cause analysis and corrective action to eliminate recurring disruptions.\nEnterprise Service Management (ESM) platform and team\nLead and develop the ESM platform team: set priorities, coach, manage performance and build platform skills and bench strength.\nOwn the ESM platform end to end, including IT service management (ITSM), IT operations management (ITOM), the configuration management database (CMDB), the common service data model (CSDM) and change management (CM), accountable for platform health, stability, performance, security and user experience.\nSet the platform roadmap and govern demand: intake, prioritize and deliver enhancements across every module with IT, business stakeholders and implementation partners.\nOwn change management on the ESM platform, including change models, risk assessment and CAB, to reduce change-related incidents.\nKeep the CMDB accurate and aligned to the CSDM through ITOM discovery and service mapping, and govern ITOM event management, including alert sources, correlation and thresholds.\nEstablish platform governance: configuration standards that stay close to out-of-the-box, separate development, test and production instances, and testing and change control for every release.\nPlan and deliver platform upgrades and patches with regression testing; maintain key integrations; deliver dashboards on SLAs, backlog and service health.\nExpand automation, self-service, virtual agent and AI capabilities, and manage platform licensing, cost and vendor and partner relationships.\nCollaboration, budget and compliance\nPartner with IT and business leaders to identify, improve and refine the roadmap of service improvements and efficiencies. Effectively communicate IT service policy and process changes to executives, employees and stakeholders.\nManage the ITSM and ESM budget, technology spend and collaboration tool licensing, and ensure compliance with regulatory requirements and company policies.\nPerform other duties as assigned.\nEducation & Experience\nBachelor’s or Master’s degree in Information Technology, Computer Science or a related field.\n10+ years in IT service management, including 5+ years in a leadership role managing direct reports.\nProven experience implementing and managing Enterprise Service Management platforms (such as ServiceNow, Aisera, Freshworks or EasyVista) and ITIL processes.\nExperience leading an ESM platform team across ITSM, ITOM, CMDB, CSDM and change management, including upgrades and governance.\nITIL certification highly preferred; ESM platform administration or implementation certification a plus.\nStrategic thinking and strong business acumen.\nExcellent verbal and written communication; able to lead cross-functional teams and influence senior stakeholders.\nStrong problem-solving, negotiation and analytical skills.\nManages multiple projects under pressure.\nAble to work extended hours for major incidents.\nCertificates, Licenses, Registrations\nTravel Requirements\nTravel up to 25%\nWhat We Offer\nThe Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.\nMedical, Dental, Vision Insurance\nTuition Reimbursement\nPaid Parental Leave\nLife, Accident and Disability\nRetirement with Company Match\nPaid Time Off\nDiversity Commitment\nAt The Freeman Company, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.","description_format":"text","description_chars":5840,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Texas","iso":null,"kind":"city"},{"name":"Nevada","iso":null,"kind":"city"},{"name":"Georgia","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Events & Ticketing","Event Management","Corporate Events","Exhibitions"],"lifecycle":[{"event":"open","at":"2026-11-03T22:58:51Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":31,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/freeman-director-technology-support","json_url":"https://alion.io/job/freeman-director-technology-support.json","meta":{"generated_at":"2026-11-07T07:05:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1728,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1765924},"rest":"https://alion.io/mcp/rest/get_company?id=1765924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffreeman-director-technology-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffreeman-director-technology-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffreeman-director-technology-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/freeman-director-technology-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffreeman-director-technology-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3710550}},{"tool":"search_jobs","arguments":{"company":"freeman.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3710550},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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