Director, IT Operations

Job Summary

The Director of IT Operations will manage and lead our organization's technology operations and help desk, ensuring the effective implementation of IT systems that align with business objectives. The director will develop/improve internal procedures and guidelines to diagnose and resolves technical issues across different systems and technologies, including hardware, software, and networks. Analyze high-level business needs and research new technologies to identify and select IT hardware and software products to support internal business processes.

Reporting directly to the Chief Information Officer (CIO), the IT Director will oversee IT staff, support Enterprise Resource Planning (ERP) migrations, manage Azure and Microsoft Cloud environments, and ensure the security of the company’s technology infrastructure. Additionally, the IT Director will be responsible for developing, maintaining, and presenting metrics and dashboards to support data-driven decision-making and transparency across the organization.

• Lead, mentor, and manage the IT operations and help desk staff, promoting a collaborative and high-performance culture.
• Support ERP migration projects, ensuring smooth transition from legacy systems to modern platforms (e.g., Microsoft Dynamics, Field Service, F&O etc.).
• Establish operational and organizational change management plans to guide employees and departments through transitions smoothly and effectively.
• Oversee and optimize the company’s Azure and Microsoft cloud environments, including SharePoint and Microsoft Teams for document management and collaboration.
• Monitor scalability and availability of all environments as well as maintaining and testing disaster recovery and business continuity plans to ensure minimal downtime in the event of a system failure or security breach.
• Lead and manage IT projects using strong project management skills, including budgeting, resource allocation, and scheduling.
• Create and maintain comprehensive IT metrics and dashboards to track the performance of IT-related initiatives, including system uptime, incident response times, user satisfaction, and security compliance to share with CIO and executive leadership team.
• Oversee the help desk organization as it scales to support a growing business. Implement and optimize processes and metrics to drive business results and customer satisfaction.
• Oversee and manage 50+ branch locations to ensure ongoing operations, support and compliance of IT systems as well as the field technician technology experience.

This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

This role requires the demonstration of the following competencies:

• Instils Trust
• Communicates Effectively
• Demonstrates Customer Focus
• Takes Initiative
• Makes Quality Decisions
• Drives Growth
• Ensures Accountability
• Drives Results

• Demonstrated knowledge and deep understanding of Microsoft Azure, Microsoft Cloud environments (including SharePoint, Teams, and voice integration), and ERP systems such as Microsoft Dynamics or Business Central.
• Comprehensive knowledge of frameworks for planning, executing, and tracking IT projects.
• Strong skills in communication for effectively conveying technical initiatives to non-technical stakeholders and aligning IT projects with business goals.
• Proven ability to lead, coach, mentor, and develop a growing team.
• Strategic ability to align IT initiatives with long-term business goals, driving technology implementations that support organizational objectives.
• Demonstrated ability to lead operational and organizational change management efforts effectively, engaging stakeholders and ensuring adoption of new technologies across departments.

• This position has supervisory responsibilities.