Director of IT Operations

About This Role

Lead global end-user services and support for a cloud-first organization, driving operational excellence and customer satisfaction. This role provides strategic vision and hands-on leadership for IT service delivery across the enterprise.

Responsibilities

• Develop, communicate, and execute the organization’s IT operations vision, strategy and roadmap
• Lead high-performing teams across Service Desk, Onsite Support, and Office 365/Azure platforms
• Manage all aspects of the Global Service Center, including SLAs, escalations, and vendor relationships
• Establish and enforce end-user technology standards, ensuring alignment with business objectives
• Define and monitor key metrics (SLAs, CSAT, DORA) to ensure operational excellence and accountability
• Oversee day-to-day service delivery operations and drive continual improvement through automation and process optimization
• Collaborate with senior management on IT strategy, technology roadmaps, and business transformation initiatives
• Manage budgets and resource allocation to support growth while maintaining cost efficiency
• Lead, mentor, and develop technical and operations staff
• Promote a culture of transparency, accountability, inclusion, and continuous learning

Requirements

• 10+ years of progressive IT operations management experience
• Leadership of large, distributed technical support teams
• Deep expertise in end-user technologies, collaboration platforms, device management, and IT service management tools
• Strong command of ITIL processes, service governance, and incident/change management best practices
• Demonstrated ability to drive service excellence, meet SLAs, and deliver measurable business impact
• Experience managing vendor contracts, budgets, and technology investments
• Exceptional communication and presentation skills
• Proven track record of building and sustaining high-performing teams
• Strong analytical, problem-solving, and decision-making skills

Qualifications

• 10+ years of progressive IT operations management experience, including leadership of large, distributed technical support teams

Skills

* Required skills

Benefits