IT Operations Director

Role overview

This opportunity is for an IT Operations Director in the United States. Applications and hiring follow-up are handled by the partner employer. The role is centered on dependable IT service delivery and infrastructure management across a range of client environments.

You will combine tactical leadership with strategic ownership of service desk and infrastructure engineering activities. The position calls for strong ITIL-based process discipline, clear performance measurement, and an ongoing focus on service improvement. Because this is a remote-first role, you will work closely with security, compliance, PMO, and customer success partners. The ideal candidate brings executive-level communication, solid technical depth across Microsoft and cloud systems, and a structured approach to building accountable, high-performing teams.

Key accountabilities

• Direct Service Desk and Infrastructure Engineering teams, including the full ticket journey from intake to resolution and post-incident follow-up.
• Track, evaluate, and improve operational metrics such as SLA performance, mean time to resolution, uptime, patch compliance, backup success, and ticket patterns.
• Establish and maintain processes aligned to ITIL practices for Incident, Problem, Change, and Knowledge Management.
• Oversee the stability and condition of Windows, macOS, Microsoft 365, Azure, and connected enterprise platforms.
• Strengthen secure configuration standards, patching methods, backup dependability, and disaster recovery preparedness.
• Coordinate change management activities, including risk review, approvals, rollback preparation, and communication with stakeholders.
• Lead post-incident analysis and ensure corrective actions are tracked through completion.
• Create dashboards, reporting views, and operational insights for leadership visibility.
• Spot opportunities for automation and champion continuous service improvement efforts.
• Guide team performance through coaching, metric-based feedback, and clear accountability practices.

Requirements

• 5 to 10 years of experience in IT operations, infrastructure engineering, service delivery, or IT leadership.
• Background in managing Service Desk teams, escalation paths, and tiered support structures.
• Hands-on experience with Windows, macOS, Microsoft 365, Azure, virtualization, and enterprise networking.
• Proven ownership of service metrics such as SLA outcomes, MTTR, uptime, and reliability indicators.
• Practical experience putting ITIL processes into action, including Incident, Change, Problem, and Knowledge Management.
• Ability to maintain secure configurations, compliance expectations, and operational discipline across environments.
• Strong people leadership skills with the ability to prioritize, execute under pressure, and manage teams effectively.
• Excellent communication skills with the ability to explain technical issues in business terms.
• Experience in multi-client or managed services settings is considered a strong advantage.
• Credentials such as Security+, ITIL, Azure, CISSP, or Network+ are preferred.

Benefits

• 100% remote work with flexibility anywhere in the United States.
• Competitive pay based on background and level of responsibility.
• Fully covered medical, dental, and vision insurance.
• 401(k) retirement plan with employer match.
• Paid time off that includes 3 weeks of vacation plus 10 company holidays.
• Paid training and certification support, including Security+ assistance.
• Supportive culture with a strong emphasis on work-life balance.
• Exposure to enterprise and cloud-first infrastructure environments.
• Potential pathway into more senior leadership and strategic IT positions.

Additional information

This role is listed on behalf of a partner organization that will manage applications and the rest of the hiring process. The employer uses an AI-supported matching workflow to review applicants against the role requirements and create a shortlist for the hiring company. Final decisions, interviews, and assessments are handled by the employer’s internal team.

Privacy notice

By submitting an application, candidates acknowledge that personal data may be processed to evaluate candidacy and share relevant details with the hiring employer. The processing is described as being based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. Candidates may request access, correction, deletion, or objection rights where applicable.

The hiring process may use AI tools to help review applications, assess resumes or responses, and flag possible inconsistencies or verification signals. These tools support recruiters and do not replace human judgment. Final hiring decisions are made by people.