Director, Technical Operations - Corporate Systems

Director, Technical Operations – Corporate Systems
Accommodations Plus International – Markham, Ontario, Canada

About this position
Who We Are

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long‑term growth.

Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results‑driven approach.

Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

If you’re looking to grow your career in a company that values steady progress, real impact, and long‑term development, we’d like to meet you!

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.

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

Leadership & Team Management

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.

Helpdesk & End‑User Support

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 platform (e.g., 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…