IT Operations Director in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a IT Operations Director based in United States.
This is a senior IT leadership role responsible for overseeing end-to-end IT operations across service desk and infrastructure environments in a fast-paced, security-focused organization.
You will lead operational teams that ensure reliable, secure, and efficient delivery of IT services across multiple client environments.
The role combines hands-on technical oversight with strategic leadership, covering service management, infrastructure performance, and continuous improvement initiatives.
You will play a key role in defining and enforcing ITIL-aligned processes, driving operational excellence, and ensuring strong SLA and KPI performance.
The position requires close collaboration with Security, Compliance, PMO, and Customer Success teams to align IT operations with broader business and regulatory goals.
This is a highly visible role with opportunities to influence infrastructure modernization, team development, and long-term operational strategy.
In this role, you will lead IT operations delivery across service desk and infrastructure teams, ensuring stable, secure, and high-performing environments while continuously improving service quality and operational efficiency.
- Lead Service Desk and Infrastructure Engineering teams, ensuring effective ticket lifecycle management from intake through resolution and post-incident review.
- Oversee operational performance metrics including SLA adherence, MTTR, uptime, ticket trends, patch compliance, backup success rates, and escalation management.
- Define and enforce ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks.
- Manage infrastructure reliability across Windows, macOS, Microsoft 365, Azure, and related enterprise environments.
- Drive secure baseline configuration standards and ensure compliance across all managed systems and endpoints.
- Oversee patching, backup, disaster recovery, and lifecycle management processes to ensure operational continuity.
- Lead change management activities including risk assessment, approvals, rollback planning, and impact communication.
- Conduct post-incident reviews and root cause analyses, ensuring corrective actions are implemented and tracked.
- Collaborate with Security, Compliance, PMO, and Customer Success teams to align operational execution with governance and client requirements.
- Develop dashboards and reporting frameworks to provide leadership visibility into operational health and performance trends.
- Mentor and manage technical staff, driving performance through metrics, coaching, and structured feedback.
- Identify automation and process improvement opportunities to enhance efficiency and reduce recurring incidents.
- Provide clear operational reporting and translate technical metrics into business-relevant insights for leadership.
This role requires strong IT operations leadership experience, deep infrastructure knowledge, and the ability to manage complex service environments while maintaining strict operational discipline and security standards.
- 5–10 years of experience in IT operations, infrastructure management, service delivery, or IT leadership roles.
- Proven experience managing Service Desk operations, tiered support models, and escalation workflows.
- Strong technical background across Windows Server, Windows 11, macOS, Microsoft 365, Azure, virtualization, and enterprise networking.
- Experience managing operational KPIs such as SLA adherence, MTTR, uptime, patch compliance, and incident volume trends.
- Solid understanding and hands-on experience with ITIL frameworks (Incident, Change, Problem, and Knowledge Management).
- Demonstrated ability to lead teams, prioritize workloads, and make decisions under operational pressure.
- Experience implementing secure configuration baselines and maintaining compliance across IT environments.
- Strong communication skills with the ability to translate technical issues into business impact for stakeholders.
- Experience working in multi-client or managed services environments is highly valued.
- Certifications such as Security+, ITIL, Azure, or networking/security credentials are a plus.
- Bachelor’s degree in Information Systems, Computer Science, Cybersecurity, or related field preferred.
- Ability to operate in a structured, compliance-driven environment with strong attention to detail.
- Fully paid health, dental, and vision insurance for employees.
- 401(k) retirement plan with company match.
- Three weeks of paid vacation plus 10 paid holidays annually.
- Paid certification and training support, including Security+ certification sponsorship.
- Remote-first work environment with flexibility and work-life balance focus.
- Opportunity to grow into broader leadership or architecture-focused roles.
- Exposure to enterprise-grade infrastructure, security frameworks, and modern IT operations practices.