Director of IT Operations

Position Summary

Position Summary The Director of IT Operations is responsible for the strategic leadership, operational excellence, and continuous improvement of enterprise IT service delivery. This role oversees the Help Desk, Network Installation & Infrastructure, Microsoft Tenant Engineering, Systems Administration, and Automation Development teams, ensuring reliable, secure, and scalable technology services aligned with business objectives. Reporting to the VP of Technology, the Director of IT Operations will improve system uptime and service reliability, reduce incident volume and time to resolution, and increase automation and operational efficiency.

Will offer high employee engagement and work to increase retention, lead strong audit and compliance outcomes, and positive end-user satisfaction scores.

• IT Operations Leadership & Strategy:
  Define and execute the IT operations strategy aligned with organizational goals and growth plans.
• IT Operations Leadership & Strategy:
  Lead multi-year roadmaps for infrastructure modernization, automation, and service improvement.
• IT Operations Leadership & Strategy:
  Act as a senior escalation point for critical incidents and business-impacting outages.

• Directly oversee managers and technical leads across varying IT disciplines (Help Desk / End User support;
  Network Installation & Infrastructure; MS365 / Azure Tenant Engineering; Systems Administration; Automation & IT Process Development).
• Foster a culture of accountability, documentation, continuous improvement, and customer service excellence.

• Ensure consistent delivery of reliable, secure, and scalable IT services.
• Oversee incident, problem, change, and request management processes.
• Drive SLA achievement and improve user satisfaction metrics.
• Standardize tools, workflows, and operational procedures across teams.

• Oversee enterprise infrastructure including networks, servers, endpoints, identity, and cloud platforms.
• Ensure stability, security, and scalability of Microsoft 365, Azure, Active Directory, Intune, and related services.
• Partner with network teams to support multi-site connectivity, segmentation, and deployments.
• Guide system administrators in capacity planning, patching, backups, and disaster recovery.

• Lead automation initiatives to reduce manual effort, improve accuracy, and scale IT operations.
• Oversee development of workflows, scripts, and integrations across IT systems.

• Partner with the cybersecurity team to support frameworks such as NIST, CMMC, SOC, or ISO.
• Ensure operational controls support compliance, audit readiness, and risk management.
• Enforce least-privilege access, change controls, and secure configuration standards.

• Bachelor's degree in Information Technology, Computer Science, or related field (equivalent experience may be considered). Master’s degree (MBA, MIS, or related field) preferred.
• Ten (10) plus years of progressive IT experience with five (5) plus years in leadership or management roles.
• ITIL, CISSP, CISM, or Microsoft certifications preferred.
• Proven experience managing multiple IT teams and disciplines simultaneously.
• Strong background in Enterprise IT operations; MS365 and Azure environments;
  Networking & Infrastructure;
  Systems administration; and IT service management (ITIL or similar).
• Experience supporting M&A, rapid growth, and/or multi-site enterprises highly preferred.
• Is a strategic thinker able to execute plans and decisions timely and consistently.
• Demonstrates strong people leadership and coaching skills; deliver executive-level communication.
• Work with attention to detail, and operational vigor; is self-directed and self-motivated.
• Manage IT Operations budget; manage vendor relations.

Normal, temperature-controlled office environment. Work includes frequent work at a computer terminal with extended periods of sitting, occasional walking, and lifting or moving materials weighing up to 10…