IT Operations Director

📋 Description

• Lead the Service Desk and Infrastructure Engineering teams, ensuring effective management of ticket lifecycles from initiation through resolution and post-incident review.

• Monitor and enhance operational metrics, including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime.

• Ensure clear escalation paths while maintaining proper ticket categorization, prioritization, and assignment across various support tiers.

• Drive the creation and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices.

• Oversee processes related to patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions.

• Implement and enhance ITIL-aligned processes, including Incident, Problem, Change, and Knowledge Management frameworks.

• Collaborate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives.

• Engage in change management activities, encompassing risk scoring, approval workflows, rollback planning, and impact communication.

• Conduct post-incident reviews and root cause analyses, ensuring that remediation activities are documented, tracked, and executed.

• Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and enhance support efficiency.

• Manage performance expectations for individual team members through metrics, coaching, and feedback loops driven by data and SLA adherence.

• Identify opportunities for automation and lead continuous service improvement initiatives to reduce recurring incidents and boost operational efficiency.

• Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.

⛳️ Requirements

• U.S. citizenship is mandatory due to our work with the defense industry; all employees must be eligible for a Secret clearance.

• 5–10 years of experience in IT operations, service delivery, infrastructure engineering, or leadership roles within IT.

• Proven experience in managing Service Desk operations, Tiered Support Models, and escalation workflows.

• Hands-on experience with infrastructure technologies such as Windows 11, Windows Server, macOS, Microsoft 365, Azure, virtualization platforms, and enterprise networking.

• Demonstrated ownership of operational metrics, including SLA adherence, MTTR, uptime, patch compliance, backup success rates, and reduction of ticket volume.

• Experience in implementing or enhancing ITIL-aligned processes, including incident management, change management, problem management, and knowledge management.

• Ability to lead teams, make decisions under pressure, appropriately assign priorities, and maintain operational discipline.

• Experience in deploying and enforcing secure baseline configurations across client environments.

• Strong communication skills, with the ability to clearly report status, escalate risks, and translate technical issues into business impacts.

• Ability to manage multiple initiatives concurrently while driving tasks to completion through structured workflows.

• CompTIA Security+ certification is required within the first 2 months of employment.

🏝️ Benefits

• Fully covered individual healthcare, vision, and dental insurance for the employee.

• Paid opportunities for certification and training.

• Three weeks of paid vacation plus 10 paid holidays.

• A supportive environment focused on maintaining a healthy work-life balance.

• Retirement benefits (401k) with company matching.