Vice President Information Technology Operations

Reclaiming the American Dream, One Community at a Time
Vice President, ITO Operations

Help Desk | Desktop Support | Networking | NOC & Monitoring | Server & Cloud Infrastructure | Field Services

Department: IT Outsourcing (ITO) Operations

Reports To: EVP of Delivery

Location: Based within driving distance of a Provalus U.S. delivery center (AL, AR, KY, MO, NC, OK, SC, or TX); regular travel across the delivery network required

Employment Type: Full-Time, Exempt

Level: Vice President

Provalus is a U.S.

-based Business Process Outsourcing (BPO) and IT Outsourcing (ITO) company on a mission to transform communities from the inside out. Founded in 2017, we operate exclusively from rural American towns, hiring and training local talent — including veterans and high-potential individuals with no prior tech background — for lasting careers in technology, customer experience, and business services. Every delivery center we open represents a multi-million-dollar annual economic investment in that community.

We believe great talent exists everywhere, and we're building the career paths to prove it.

Provalus is seeking a Vice President of ITO Operations to own the end-to-end delivery of our IT outsourcing services across multiple towers and delivery centers. This leader will be accountable for a multi-site organization of 500+ team members spanning help desk, desktop support, networking, NOC/monitoring, server and cloud infrastructure, and field services. Reporting to the EVP of Delivery, the VP will scale delivery capacity as the business grows, ensure operational excellence against client SLAs, and build the ITSM discipline - process, tooling, and documentation - that makes a distributed, multi-tower organization run predictably at scale.

The ideal candidate combines strong technical fluency across IT infrastructure and support domains with proven experience leading large, multi-layered operations teams (director- and manager-level leaders reporting up through them). They are equally comfortable in a client escalation, a major incident bridge, a workforce planning review, or a process-improvement workshop, and are fluent in the language of ITSM: ticketing, SOPs, runbooks, knowledge bases, and workflow design.

• Tower & Team Leadership:
  Own end-to-end operational leadership across all ITO towers - help desk, desktop support, networking, NOC/monitoring, server and cloud infrastructure, and field services - spanning 100+ team members and multiple delivery centers.
• Org Design & Scaling:
  Build, mentor, and manage a leadership bench of directors, managers, and team leads; scale org structure and span of control as headcount and client volume grow, from a single site to a multi-site, multi-tower footprint.
• Service Delivery & SLAs:
  Own SLA and KPI performance across all towers (ticket resolution time, first-call resolution, uptime, MTTR, CSAT/NPS), driving accountability and corrective action when performance slips.
• ITSM Ownership:
  Champion mature ITSM practice across the organization: incident, problem, change, and request management; ensure disciplined use of the ticketing platform and adherence to escalation and major-incident procedures.
• Documentation & Process:
  Own the lifecycle of SOPs, runbooks, and knowledge base (KB) articles across every tower - ensuring documentation is current, discoverable, and actually used on the floor; build workflows that reduce variance and rework.
• Process Improvement:
  Run a continuous improvement discipline (root-cause analysis, process mapping, Lean/Six Sigma-style initiatives) to reduce ticket volume, improve first-contact resolution, and increase automation across support and infrastructure functions.
• Client & Vendor…