Director, IT Operations-Information Technology

The Director of IT Operations is responsible for overseeing the day-to-day IT operations across the organization. This includes leadership of the IT Help Desk, Desktop Support teams, Communication Systems, and general IT services. The role ensures the delivery of high-quality technical support and operational excellence while managing IT budgets, vendor relationships, and service delivery performance. The Director works closely with executive leadership to align IT services with business needs and to drive continuous improvement in service, efficiency, and user satisfaction.

Essential Functions:

• Lead and manage day-to-day IT operations, ensuring high availability and performance of core IT services - Oversee IT Help Desk and Desktop Support operations, ensuring timely and effective resolution of technical issues.
• Manage the IT operations team including technicians, analysts, and support personnel.
• Develop, track, and manage operational and capital IT budgets.
• Maintain and enhance communication systems including telephony, paging, messaging, and unified communications.
• Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs).
• Develop and implement IT operational policies, procedures, and best practices.
• Serve as an escalation point for critical IT issues and incidents.
• Ensure effective incident, problem, and change management processes are in place.
• Collaborate with other IT leaders on strategic initiatives and infrastructure improvements.
• Manage vendor and service provider relationships for hardware, software, and support services.
• Implement and oversee IT quality monitoring programs to ensure consistent service delivery and adherence to performance standards.

• Lead change management efforts, including communication, planning, testing, and implementation of IT system and process changes.

• On-site leadership role with flexibility for hybrid work as needed.
• Participation in 24/7 escalation rotation for critical IT incidents.

• Some travel may be required to remote facilities or vendor meetings.

   

Education: 

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred. 

• Healthcare experience can suffice in lieu of formal education

Experience: 

• Minimum 10 years of experience in IT operations or infrastructure roles, including 5 years in a leadership capacity.
• Proven experience managing technical support teams and IT service delivery.

• Demonstrated success in budget management, vendor negotiation, and operational strategy.

• Strong leadership and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Deep understanding of IT service management (ITSM) frameworks, such as ITIL.
• Proficiency with helpdesk systems, asset management, and endpoint management tools.
• Ability to manage multiple priorities in a fast-paced environment.

• Customer service-oriented with a focus on improving user experience and support satisfaction.