Director of IT Operations

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Design and implement a comprehensive multi-year IT roadmap that aligns with Keeper’s growth and business objectives.

• Approach operations with a "customer zero" mindset, ensuring that Keeper’s internal IT environment embodies and reinforces its product philosophy.

• Lead global IT operations that support a distributed workforce and DevOps organization across multiple locations.

• Build, nurture, and manage the IT Operations team, focusing on staffing, performance management, and succession planning.

• Take ownership of the IT operating budget, including forecasting, cost optimization, licensing, and SaaS expenditures.

• Supervise endpoint management, collaboration systems, enterprise applications, and virtual desktop environments.

• Ensure secure and seamless access to corporate systems, SaaS platforms, and development environments in collaboration with Network and Security Operations.

• Manage the onboarding, ownership, access permissions, integrations, and decommissioning of SaaS applications.

• Maintain configuration management, asset inventory, and oversee the complete hardware and software asset lifecycle.

• Establish and manage a multi-tiered IT support framework for a global workforce.

• Own the IT service management framework, encompassing incident, request, problem, and change management processes.

• Set measurable service-level agreements and operational KPIs, with regular updates to executives.

• Oversee internal IT requests, end-user systems, asset management, and daily IT operations.

• Manage on-call coverage, escalation procedures, and after-hours support for critical IT services.

• Create and maintain IT support documentation, knowledge base resources, procedures, playbooks, and operational plans.

• Manage the workforce identity lifecycle, including provisioning, deprovisioning, role-based access assignment, and identity governance.

• Enforce token-based authentication and single sign-on across corporate systems.

• Ensure that user access changes adhere to approved policies and maintain auditable records.

• Collaborate with Security Operations on access reviews and the remediation of excessive or orphaned accounts.

• Lead the IT onboarding process for new hires, ensuring that devices, accounts, access, and software are prepared before their start dates.

• Define onboarding workflows, checklists, and runbooks in partnership with Human Resources, People Operations, and hiring managers.

• Oversee hardware procurement, imaging, asset assignment, shipping, and remote setup support for new employees.

• Monitor onboarding service levels, employee satisfaction, and time-to-productivity metrics.

• Manage disaster recovery and business continuity planning for corporate and internal systems alongside DevOps.

• Plan, execute, and report on failover testing, managed DNS failover, and cross-region recovery exercises.

• Define and track recovery time objectives and recovery point objectives for IT-managed systems.

• Facilitate business continuity tabletop exercises and integrate lessons learned into plans and runbooks.

• Communicate with the entire company regarding system status, downtime, and scheduled maintenance.

• Oversee enterprise change management, including change calendars, maintenance windows, and change freezes.

• Manage relationships with IT vendors, including service-level performance, contract renewals, and third-party service delivery.

• Collaborate with Procurement and Security on vendor evaluations and third-party risk assessments, including FedRAMP and IL5 requirements when applicable.

• Support audit readiness and control evidence reporting for IT-owned controls.

• Maintain documented IT controls and evidence supporting SOC 2, ISO 27001, and related compliance standards.

• Drive operational excellence through IT automation, observability, reliability engineering, and continuous process enhancement.

⛳️ Requirements

• Over 10 years of progressively responsible experience in IT leadership, enterprise infrastructure, end-user services, and IT service management.

• Proven experience in leading global IT operations for a distributed or multi-site workforce.

• Experience in building, managing, and developing high-performing IT Operations or corporate IT teams.

• Proficient in managing IT budgets, vendor relationships, licensing, and SaaS expenditures.

• Strong knowledge of identity and access management, including SSO, SCIM provisioning, token-based authentication, and role-based access controls.

• Familiarity with IT service management platforms, configuration management, and IT asset management.

• Experience in leading or supporting IT onboarding and offboarding for a growing, distributed workforce.

• Demonstrated ability to design, test, and manage disaster recovery and business continuity programs, including cloud failover.

• Experience in establishing IT service-level agreements, operational KPIs, and executive reporting.

• Strong understanding of endpoint management, enterprise applications, collaboration platforms, and workforce technology.

• Experience in a security-conscious or compliance-driven environment.

• Excellent executive communication skills, with the capacity to translate operational metrics into business decisions.

• Strong problem-solving, organizational, and decision-making abilities.

• Ability to foster strong cross-functional relationships and collaborate effectively with both technical and business leaders.

• Willingness and ability to utilize AI tools effectively to enhance IT operations, documentation, troubleshooting, and workflow efficiency.

• Preferred: Experience with SOC 2, ISO 27001, FedRAMP, DoD IL5, or similar compliance frameworks.

• Preferred: Experience in supporting a global technology or cybersecurity organization.

• Preferred: Experience in IT automation, observability, or reliability engineering initiatives.

• Preferred: Experience in managing virtual desktop environments and infrastructure for a distributed workforce.

• Preferred: Experience in enterprise SaaS governance, application rationalization, and access reviews.

• Preferred: Experience leading business continuity tabletop exercises and cross-region recovery testing.

• Preferred: Experience collaborating with HR and People Operations to enhance employee onboarding and offboarding processes.

🏝️ Benefits

• Medical, Dental & Vision (inclusive of domestic partnerships).

• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life.

• Voluntary Short/Long Term Disability Insurance.

• 401K (Roth/Traditional).

• A generous PTO plan that recognizes your commitment and seniority (including paid Bereavement/Jury Duty, etc.).

• Above-market annual bonuses.