Director of IT Service & Operations

We are seeking a Director of IT Service & Operations to join our team at BKF Engineers!

The Director of IT Service & Operations is responsible for leading the teams, processes, and technologies that deliver IT services across BKF Engineers. Reporting to the Vice President of Technology & Information Systems, this role provides strategic leadership for IT service delivery, workplace technology, asset lifecycle management, procurement, and IT service management. The Director will build and lead a modern, scalable IT service organization, driving operational excellence, automation, and continuous improvement while delivering an exceptional employee experience for a geographically distributed workforce.

As BKF continues to grow organically and through acquisitions, this position will play a key role in advancing a cloud‑first, data‑driven IT organization focused on reliability, security, consistency, and employee productivity.

• Provide strategic leadership and oversight for the organization’s IT service delivery function.
• Directly manage the Service Desk Lead, providing coaching, accountability, and support while empowering them to lead day-to-day service desk operations.
• Establish service standards, operational priorities, and performance expectations across the IT support organization.
• Serve as the senior escalation point for significant operational issues affecting employees or business operations.
• Foster a culture of accountability, continuous improvement, customer service, and operational excellence.
• Develop, implement, and continually improve IT service management processes, including incident, request, problem, change, and knowledge management.
• Establish scalable operational processes and leverage automation, self‑service capabilities, documentation, and knowledge management to improve efficiency and enhance the employee experience.
• Identify recurring operational issues through trend analysis and drive root‑cause improvements using ITIL or similar service management best practices.
• Oversee operational support for modern workplace technologies, including Microsoft 365, collaboration platforms, SaaS applications, endpoint management solutions, and employee productivity tools.
• Partner with Infrastructure, Cloud Operations, and Enterprise Applications teams to ensure seamless delivery of end‑user technology services.
• Support identity and access management processes, employee onboarding and offboarding, and workplace technology standards.
• Oversee the full lifecycle of IT assets, including procurement, inventory management, deployment, refresh planning, recovery, and disposal.
• Manage technology procurement, vendor relationships, software licensing, and subscription management while identifying opportunities for standardization and cost optimization.
• Oversee technology support for office openings, relocations, expansions, conference room technology, and workplace systems to ensure a consistent employee experience across all locations.
• Define, monitor, and report on key performance indicators for IT service delivery, using data and reporting to drive accountability, service improvements, and operational decision‑making.
• Partner with Human Resources, Finance, Facilities, Compliance, Security, and business leaders to improve employee experience, workplace operations, and business productivity.
• Communicate operational priorities, service improvements, and technology initiatives effectively while building strong partnerships across the organization.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
• Eight or more years of progressive experience in IT service management, workplace technology, or IT operations.
• At least five years of leadership experience managing technical teams or IT service organizations.
• Demonstrated success leading and improving IT service operations in a mid‑sized or large organization.
• Experience managing leaders or supervisors responsible for day‑to‑day technical operations.
• Experience supporting modern, cloud‑first workplace environments built around Microsoft 365, SaaS applications,…