Director, Corporate Technical Operations; Corporate Systems

Summary / Objective

The Director of Technical Operations is a senior IT leader responsible for the reliability, performance, and continuous improvement of API's internal technology environment. This leader oversees all aspects of corporate IT operations, including helpdesk and end‑user support, employee hardware lifecycle management, corporate systems administration, and the tools and processes that keep our global workforce productive every day. Operating across our New York and Pune, India offices, the Director will manage and develop geographically distributed IT support and systems teams, setting clear service standards and fostering a culture of responsiveness, accountability, and employee‑first service delivery.

This role requires a seasoned IT operations leader who brings deep experience in enterprise support environments, strong people management skills, and the ability to align internal technology services with the needs of a growing, globally distributed organization.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, mentor, and develop distributed IT operations teams across New York and Pune, India, fostering a collaborative, service‑oriented culture that bridges time zones and delivers a consistent employee experience globally
• Define team structure, staffing levels, roles, and career development frameworks for helpdesk technicians, desktop support engineers, and systems administrators across both locations
• Establish clear goals, KPIs, and performance expectations for the IT operations organization; conduct regular performance reviews and provide ongoing coaching and feedback
• Partner with HR and talent acquisition to recruit and retain skilled IT support professionals in both New York and Pune; build a team capable of scaling to meet growing organizational demand
• Foster a customer‑service culture within the IT team, setting expectations for responsiveness, communication quality, and employee satisfaction across all support interactions
• Facilitate cross‑functional collaboration between IT operations and HR, Finance, Legal, and business teams to anticipate technology needs and deliver solutions proactively

• Own the global helpdesk function end‑to‑end, including service desk operations, ticket management, escalation procedures, SLA definitions, and performance reporting for both New York and Pune locations
• Administer and continuously improve the IT service management (ITSM) platform (such as Service Now, Jira Service Management, Fresh service, or equivalent), ensuring ticketing workflows, categorization, and reporting meet organizational needs
• Define and enforce helpdesk SLAs and response time targets; monitor queue performance, ticket aging, and resolution rates, and drive continuous improvement initiatives to reduce mean time to resolution (MTTR)
• Establish and maintain a comprehensive, searchable knowledge base and self‑service portal to reduce repeat ticket volume and empower employees to resolve common issues independently
• Oversee Tier 1, Tier 2, and Tier 3 support workflows, ensuring clear escalation paths and effective knowledge transfer between support levels
• Develop and report on helpdesk metrics and employee satisfaction scores (CSAT) to executive leadership; use data to identify systemic issues and prioritize improvements
• Manage on‑call and after‑hours support coverage across time zones to ensure critical support needs are addressed outside standard business hours

• Own the full lifecycle of employee hardware including procurement, provisioning, deployment, tracking, maintenance, refresh, and secure decommissioning for laptops, desktops, mobile devices, peripherals, and other end‑user equipment
• Develop and maintain a hardware refresh strategy and multi‑year capital plan, ensuring employees in both New York and Pune are equipped with current, standardized, and reliable devices
• Administer mobile device management (MDM) and endpoint management platforms (such as Jamf, Microsoft Intune, or equivalent) to enforce…