IT Operations Director
New
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5–10 years
- Required Skills
- AzureNetworkingChange Management
Requirements
- 5–10 years of experience in IT operations, infrastructure engineering, service delivery, or IT leadership roles
- Proven experience leading Service Desk teams, escalation workflows, and tiered support models
- Strong hands-on expertise with Windows, macOS, Microsoft 365, Azure, virtualization, and enterprise networking
- Demonstrated ownership of operational metrics such as SLA performance, MTTR, uptime, and system reliability indicators
- Experience implementing ITIL frameworks including Incident, Change, Problem, and Knowledge Management
- Ability to enforce secure configurations, compliance standards, and operational discipline across environments
- Strong leadership skills with the ability to manage teams, prioritize under pressure, and drive execution
- Excellent communication skills with the ability to translate technical issues into business impact
- Experience in multi-client or managed services environments is highly valuable
- Relevant certifications (Security+, ITIL, Azure, CISSP, Network+) are strongly preferred
Responsibilities
- Lead Service Desk and Infrastructure Engineering teams, overseeing ticket lifecycle management from intake through resolution and post-incident review
- Monitor, analyze, and improve operational KPIs including SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket trends
- Define and enforce ITIL-aligned processes covering Incident, Problem, Change, and Knowledge Management frameworks
- Oversee infrastructure health across Windows, macOS, Microsoft 365, Azure, and related enterprise systems
- Drive secure baseline configurations, patching strategies, backup reliability, and disaster recovery readiness
- Coordinate change management activities including risk assessment, approvals, rollback planning, and stakeholder communication
- Conduct post-incident reviews and ensure root cause remediation is tracked and completed
- Develop dashboards, reporting frameworks, and operational insights for leadership visibility
- Identify automation opportunities and lead continuous service improvement initiatives
- Manage team performance through coaching, metrics-driven feedback, and structured accountability
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