Director, IT Services and Support

At WillScot (NASDAQ WSC), our 4000 people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240 locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

About The Job

Are you a dynamic IT leader ready to make a significant impact in a fast-growing, innovation-driven company? As a Director of IT Services & Support, you will be at the forefront of delivering exceptional technical support and operational excellence for both corporate and field employees. This role is a strategic opportunity to shape the future of IT services by driving efficiencies, enhancing team performance, and leading the charge on critical technology initiatives that keep our business moving forward.

In this role, you will mentor teams, set performance goals, and collaborate across departments to ensure our technology infrastructure not only meets but anticipates the needs of a fast-paced, scaling organization. You’ll own the operational strategy, aligning cutting-edge technologies with business priorities, all while building relationships that position IT as a trusted partner to the business. If you thrive in a leadership role where innovation, customer focus, and continuous improvement are at the core, this is the opportunity for you to make a lasting impact.

Key Responsibilities Include

Leadership & People Management:

• Mentor and foster professional development for managers and technical support staff.
• Set performance goals and ensure that teams meet or exceed these targets.
• Handle client issue escalations and resolutions through all levels of the organization.
• Lead analysis of work trends to implement changes that improve team efficiency and customer experience.
  
  

Operational Excellence

• Improve operational efficiency by evaluating and enhancing processes, tools, and business needs.
• Lead initiatives with internal staff and vendor partnerships to define and implement end-user technologies.
• Monitor team performance via KPIs and drive continual process improvements.
• Manage and expand an online knowledge base accessible to both technical teams and business users.
• Develop and enforce effective processes for knowledge sharing and communication.
  
  

Project Management & Execution

• Effectively manage small to medium-sized projects from initiation through completion.
• Partner with business and technical teams to address evolving requirements and challenges.
• Ensure IT solutions adhere to business needs, established company standards, policies, and best practices.
  
  

Financial Management

• Manage the departmental budget, including purchasing, tracking, forecasting, and reporting.
• Drive cost-efficient vendor partnerships and product/service evaluations.
• Stay abreast of emerging technologies and explore cost-effective solutions.
  
  

Customer Focus & Communication

• Establish and maintain strong relationships with technical and business teams to understand and address their priorities.
• Communicate effectively with business stakeholders and technical team members at all levels.
• Leverage customer feedback from satisfaction surveys to coach teams and improve the customer experience.
  
  

Vendor & Partner Relations

• Manage third-party vendor relationships, driving product and service evaluations, purchases, and ongoing support activities.
  
  

SKILLS EXPERIENCE:

• 7 years managing IT support and/or other IT functions.
• BA or BS degree or equivalent experience, technical field or Business Administration preferred.
• Project planning/execution skills including estimating, scheduling, and executing on committed schedules.
• ITIL certification and ability to implement and gain support for ITIL processes such as incident and problem management.
• Experience working with software systems; understanding of SaaS architecture.
• Experience with ITIL-based support tools such as ServiceNow.
• Organized, self-motivated, and detail oriented.
• Third party vendor and/or partner management required.
• Ability to negotiate, influence, and collaborate to build successful relationships.
• Skilled at problem-solving, decision making, and negotiations.
  

All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be found here.

WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!

Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.