Director, IT Operations

This is a remote position. Director of IT Operations About the Role The Director of IT Operations is responsible for the day-to-day delivery, reliability, and security of the company's IT environment. This leader owns the people, processes, and technology behind change management, the service desk, end-user support, infrastructure operations, and operational security. Reporting to the CIO/VP of Technology, the Director of IT Operations sets the standard for operational discipline, audit readiness, and service quality across the organization. This is a hands-on leadership role for someone who has built operational programs from the ground up, who can sit equally well in a Change Advisory Board, an executive readout, or a Sev 1 bridge call, and who measures success in uptime, audit findings, ticket SLAs, and team development. Key Responsibilities Change Management & Governance - Own the enterprise change management program, including policies, workflows, and approval gates for all production changes. - Chair the Change Advisory Board (CAB), facilitating risk review, implementation readiness, rollback planning, and final approval of change requests.∙Ensure 100% compliance on deployment plans, test evidence, rollback procedures, and post-change validation for every production change.∙Maintain complete audit trails and documentation in the ticketing system (e.g., Jira, ServiceNow) to support internal and external audits. Help Desk & End-User Support - Lead the IT service desk and end-user support function, setting SLA targets for response, resolution, and customer satisfaction. - Oversee employee onboarding/offboarding, device provisioning, access management, and lifecycle support for laptops, peripherals, and software.∙Drive continuous improvement in ticket quality, first-contact resolution, knowledge base coverage, and self-service capability. - Develop tiered support structure (Tier 1 through Tier 3) with clear escalation paths and ownership. Incident & Problem Management - Own the full incident lifecycle: detection, triage, escalation, communication, resolution, and post-incident review. - Coordinate cross-functional response on Sev 1 and Sev 2 incidents, including executive communication and bridge facilitation. - Drive root cause analysis (RCA), corrective action tracking, and closure for all high-severity events. - Establish and maintain monthly, quarterly, and annual availability, outage, and trend reporting for senior leadership. Infrastructure Operations & Monitoring - Oversee 24x7 monitoring, alerting, and operations functions across production and corporate environments. - Own the operational monitoring and observability stack (e.g., Splunk, Datadog, PagerDuty, Site24x7), ensuring detection coverage, alert quality, and on-call effectiveness. - Partner with engineering and infrastructure teams to ensure operational readiness of new services before release. Security & Compliance - Partner with Security, Risk, and Compliance teams to maintain SOC, PCI, and other applicable audit readiness across IT operations. - Enforce access controls, change controls, and operational security standards across systems and endpoints. - Serve as the operational point of contact for auditors, evidence gathering, and control attestation. Vendor & Asset Management - Manage relationships with hardware, software, and managed service vendors (e.g., Dell, CDW, MSPs). - Oversee IT asset lifecycle, procurement forecasting, license management, and cost accountability. Team Leadership & Development - Build, lead, coach, and develop a multi-functional IT operations team across change, service desk, support, and operations. - Set performance standards, mentor staff, and create career growth paths from Tier 1 through senior roles. - Foster a culture of accountability, documentation, and continuous improvement. Requirements Required Qualifications - 10+ years of progressive IT experience, with at least 5 years in