The Director of Information Technology is responsible for managing the day-to-day IT operations while building STARC Systems’ internal IT capabilities and supporting vendors relations. This role oversees all IT service delivery, infrastructure, business applications, and end-user support, while ensuring reliable, secure, and efficient technology operations across the organization. Reporting to the CFO and serving as the primary subject matter expert of IT governance, this leadership role ensures IT projects and priorities are aligned with business needs and future scalability.
Essential Duties and Responsibilities
The essential functions include, and are not limited to the following:
IT Operations and Service Delivery:
- Own day-to-day IT operations, ensuring system uptime, reliability, and performance across all platforms
- Manage IT service delivery using HaloITSM, including ticket queues, SLAs, escalation, and reporting
- Establish and enforce incident resolution and change management processes
- Monitor and improve end-user support experience, resolution times, and service quality
- Ensure proper documentation of systems, processes, and support procedures
Team Leadership and Development:
- Lead and manage and build a growing IT team
- Define roles, responsibilities, and performance expectations across the team
- Provide coaching, mentorship, and professional development opportunities
- Build a scalable internal IT capability to reduce reliance on MSPs and contractors
Business Systems and Applications:
- Oversee administration and support of core business systems including Salesforce, Acumatica, Workato, Microsoft 365, and other SaaS platforms
- Ensure systems are optimized, stable, and aligned with business needs
- Collaborate with cross-functional teams to prioritize enhancements and drive process improvements
- Support integration workflows and automation initiatives across systems
- Ensure data integrity, reporting accuracy, and system interoperability
Infrastructure, IT General Controls, and Security Operations:
- Manage relationships with MSPs and security vendors to ensure performance and accountability
- Oversee endpoint management, identity and access controls, and device security
- Ensure backup, disaster recovery, and business continuity processes are in place and tested
- Enforce cybersecurity policies, including MFA, access governance, and system hardening
- Support execution of IT general controls and security initiatives and compliance efforts
Vendor and Cost Management:
- Manage day-to-day vendor relationships, including MSP, SaaS providers, and consultants
- Track IT spend and identify opportunities for cost optimization and consolidation
- Ensure vendors meet SLAs and deliver expected value
Project Execution and Delivery:
- Execute IT initiatives aligned to the company’s technology roadmap
- Lead system upgrades, implementations, and integration efforts
- Coordinate internal resources and external partners to deliver projects on time and within scope
- Track progress, risks, and outcomes of IT initiatives
Governance and Reporting:
- Execute IT strategy and governance processes
- Provide regular reporting on IT performance, service metrics, project status, and risks
- Support IT steering committee activities and cross-functional alignment
Organizational Partnership:
- Maintains strong, collaborative relationships with employees and leaders to support morale, compliance, and organizational effectiveness
- Communicates and consults with leadership in alignment with established RACI frameworks
- Models and reinforces organizational values and commitments
- Performs additional duties as assigned in support of organizational needs
Minimum Qualifications (Knowledge, Skills, and Abilities):
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent relevant experience
- Master’s degree in relevant field/ discipline preferred
- 8+ years of progressive IT experience, with at least 3 years in a leadership role
- Experience in a growing multi-jurisdictional organization (50–300+ employees), preferably in manufacturing or field services
- Strong experience supporting and managing cloud-based business applications, including Salesforce, Acumatica, and Microsoft 365
- Experience with integration platforms such as Workato, Zapier, or similar tools
- Familiarity with IT service management tools and frameworks (e.g., HaloITSM, ITIL)
- Solid understanding of infrastructure, identity and access management, and cybersecurity best practices
- Proven ability to manage vendors, budgets, and external partners effectively
- Strong analytical and problem-solving skills, with the ability to balance technical and business priorities
- Thorough knowledge of applicable regulations, laws, pertaining to applicable business practices
- Strong business acumen with the ability to align people strategy, workforce priorities, and IT initiatives with organizational goals, anticipating organizational needs and risks
- Proven ability to proactively identify issues, manage change, prioritize effectively, meet deadlines, and exercise sound judgment while modeling organizational values under pressure within fast paced environment
- Strong analytical and critical thinking skills, with the initiative to assess trends, evaluate root causes, and translate IT data into actionable insights for leadership
- Excellent communication, interpersonal, and presentation skills, using a consultative, and solution-oriented approach to support both technical and non-technical stakeholders
- High level of discretion, confidentiality, professionalism, and ethical judgment in handling sensitive organizational matters
Physical Demands and Work Environment:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to high. The employee must occasionally lift and/or move up to 40 pounds.
