The Opportunity
The Director of IT Operations will lead our global end-user services and support organization, driving operational excellence, service quality, and customer satisfaction. Reporting to the Vice President of IT Operations, this role provides strategic vision and hands-on leadership to teams delivering technology and operational support across the enterprise. You will oversee all aspects of IT service delivery, from support centers and device management to collaboration platforms, ensuring high availability, scalability, performance and seamless service for employees and partners worldwide.
This is a key leadership role within a rapidly scaling, cloud-first organization focused on safety, reliability, and continuous improvement. You’ll partner closely with executive leadership, business stakeholders, and technology teams to shape the company’s IT service strategy and deliver measurable results.
What You Will Be Doing
- Develop, communicate, and execute the organization’s IT operations vision, strategy and roadmap.
- Lead high-performing teams across Service Desk, Onsite Support, and Office 365/Azure platforms.
- Manage all aspects of the Global Service Center, including SLAs, escalations, and vendor relationships.
- Establish and enforce end-user technology standards, ensuring alignment with business objectives.
- Define and monitor key metrics (SLAs, CSAT, DORA) to ensure operational excellence and accountability.
- Oversee day-to-day service delivery operations and drive continual improvement through automation and process optimization.
- Collaborate with senior management on IT strategy, technology roadmaps, and business transformation initiatives.
- Manage budgets and resource allocation to support growth while maintaining cost efficiency.
- Lead, mentor, and develop technical and operations staff, fostering engagement, innovation, and ownership.
- Promote a culture of transparency, accountability, inclusion, and continuous learning across all IT functions.
What You Bring
- 10+ years of progressive IT operations management experience, including leadership of large, distributed technical support teams.
- Deep expertise in end-user technologies, collaboration platforms, device management, and IT service management tools.
- Strong command of ITIL processes, service governance, and incident/change management best practices.
- Demonstrated ability to drive service excellence, meet SLAs, and deliver measurable business impact.
- Experience managing vendor contracts, budgets, and technology investments.
- Exceptional communication and presentation skills, with the ability to engage both technical and executive audiences.
- Proven track record of building and sustaining high-performing teams in fast-paced, growth-oriented environments.
- Strong analytical, problem-solving, and decision-making skills with a focus on data-driven outcomes.
- Leadership qualities that inspire accountability, collaboration, and innovation across teams.
