IT Operations Director

This is a fully remote position, open to applicants in United States.

📋 Description

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

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

• Maintain clear escalation pathways and ensure the proper categorization, prioritization, and assignment of tickets 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 patching, backup, disaster recovery, and lifecycle management of environments, ensuring precise 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 such as 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.

• Manage performance expectations for individual contributors through metrics, coaching, and data-driven feedback loops adhering to SLAs.

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

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

⛳️ Requirements

• U.S. citizenship is required—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 IT leadership roles.

• Demonstrated experience managing Service Desk, Tiered Support Models, and escalation workflows.

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

• Proven ownership of operational metrics such as 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.

• Capability to lead teams, make decisions under pressure, assign priorities effectively, and uphold operational discipline.

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

• Strong communication abilities, enabling clear reporting of status, escalation of risks, and translation of technical issues into business impacts.

• Ability to manage multiple initiatives simultaneously 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 employees.

• Paid opportunities for certification and training.

• Three weeks of paid vacation plus 10 paid holidays.

• A supportive environment that emphasizes maintaining a healthy work-life balance.

• Retirement benefit (401k) with company matching.