Director of IT and Product Support
Company: Beyond Finance
Location: Chicago
Posted on: April 1, 2026
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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. LI-LB2 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? 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.
Keywords: Beyond Finance, Kenosha , Director of IT and Product Support, IT / Software / Systems , Chicago, Wisconsin
