IT Operations Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Operations Director based in the United States.

This role sits at the center of IT service delivery and infrastructure management, ensuring reliable, secure, and scalable operations across diverse client environments. The position combines hands‑on technical leadership with strategic oversight of service desk and infrastructure engineering functions. You will be responsible for driving operational excellence through ITIL‑aligned processes, strong metrics governance, and continuous service improvement. Working in a fast‑paced, remote‑first environment, you will collaborate closely with security, compliance, PMO, and customer success teams.

• Lead Service Desk and Infrastructure Engineering teams, overseeing ticket lifecycle management from intake through resolution and post‑incident review.
• Monitor, analyze, and improve operational KPIs including SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket trends.
• Define and enforce ITIL‑aligned processes covering Incident, Problem, Change, and Knowledge Management frameworks.
• Oversee infrastructure health across Windows, macOS, Microsoft 365, Azure, and related enterprise systems.
• Drive secure baseline configurations, patching strategies, backup reliability, and disaster recovery readiness.
• Coordinate change management activities including risk assessment, approvals, rollback planning, and stakeholder communication.
• Conduct post‑incident reviews and ensure root cause remediation is tracked and completed.
• Develop dashboards, reporting frameworks, and operational insights for leadership visibility.
• Identify automation opportunities and lead continuous service improvement initiatives.
• Manage team performance through coaching, metrics‑driven feedback, and structured accountability.

• 5‑10 years of experience in IT operations, infrastructure engineering, service delivery, or IT leadership roles.
• Proven experience leading Service Desk teams, escalation workflows, and tiered support models.
• Strong hands‑on expertise with Windows, macOS, Microsoft 365, Azure, virtualization, and enterprise networking.
• Demonstrated ownership of operational metrics such as SLA performance, MTTR, uptime, and system reliability indicators.
• Experience implementing ITIL frameworks including Incident, Change, Problem, and Knowledge Management.
• Ability to enforce secure configurations, compliance standards, and operational discipline across environments.
• Strong leadership skills with the ability to manage teams, prioritize under pressure, and drive execution.
• Excellent communication skills with the ability to translate technical issues into business impact.
• Experience in multi‑client or managed services environments is highly valuable.
• Relevant certifications (Security+, ITIL, Azure, CISSP, Network+) are strongly preferred.

• Fully remote work with flexibility across the United States.
• Competitive compensation aligned with experience and responsibility level.
• Fully paid medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid vacation (3 weeks) plus 10 company holidays.
• Paid certification and training opportunities, including Security+ support.
• Strong focus on work‑life balance and supportive team culture.
• Exposure to enterprise and cloud‑first infrastructure environments.
• Clear pathway toward senior leadership and strategic IT roles.