Director of IT Service & Operations

We are seeking a Director of IT Service & Operations to join our team at BKF Engineers!

The Director of IT Service & Operations is responsible for leading the teams, processes, and technology that deliver day-to-day IT services across BKF Engineers. Reporting to the Vice President of Technology & Information Systems, this role is accountable for building and leading a modern IT service organization that delivers an exceptional employee experience while supporting a geographically distributed workforce.

The Director provides strategic leadership for IT service delivery, workplace technology, asset lifecycle management, procurement, employee lifecycle operations, and IT service management. Working through the Service Desk Lead and other operational staff, the Director establishes service standards, develops scalable processes, drives automation, and uses operational metrics to continuously improve service quality.

This is an opportunity to help shape the next generation of IT at BKF. As the company continues to grow organically and through acquisitions, the Director will play a key role in transforming service delivery from traditional support operations into a modern, cloud-first, data-driven organization focused on reliability, consistency, security, and employee productivity.

Key Responsibilities:

IT Service Leadership

• Provide strategic leadership and oversight for the organization's IT service delivery function.
• Directly manage the Service Desk Lead, providing coaching, accountability, and support while empowering them to lead the day-to-day operations of the service desk.
• Establish service standards, operational priorities, and performance expectations across the IT support organization.
• Serve as the senior escalation point for significant operational issues affecting employees or business operations.
• Foster a culture of accountability, continuous improvement, customer service, and operational excellence.

IT Service Management & Operational Excellence

• Develop, implement, and continually improve IT service management processes, including incident, request, problem, change, and knowledge management.
• Establish repeatable, scalable operational processes that support a growing, geographically distributed organization.
• Leverage automation, self-service capabilities, documentation, and knowledge management to improve efficiency and enhance the employee experience.
• Identify recurring operational issues through trend analysis and drive root-cause improvements.
• Promote operational maturity by implementing best practices aligned with ITIL or similar service management frameworks.

Modern Workplace & Employee Technology

• Oversee operational support for the organization's modern workplace technologies, including Microsoft 365, collaboration platforms, SaaS applications, endpoint management solutions, and employee productivity tools.
• Ensure employees receive a consistent, reliable technology experience regardless of office location or work arrangement.
• Partner with Infrastructure, Cloud Operations, and Enterprise Applications teams to ensure seamless delivery of end-user technology services.
• Support modern identity and access management processes, employee onboarding and offboarding, and workplace technology standards.

Asset Lifecycle & Procurement

• Oversee the complete lifecycle of IT assets, including procurement, inventory management, deployment, refresh planning, recovery, and disposal.
• Develop and maintain effective asset management practices that support financial accountability, operational efficiency, and compliance.
• Manage technology procurement activities, vendor relationships, software licensing, and subscription management.
• Identify opportunities to standardize hardware, software, and procurement processes while optimizing costs.

Workplace Technology & Office Operations

• Oversee technology support for office openings, relocations, expansions, and workplace improvements.
• Ensure conference room technology, shared office technology, printing, and other workplace systems meet organizational standards.
• Partner with Facilities and office leadership to deliver a consistent technology experience across all locations.
• Develop repeatable deployment and support standards that scale with organizational growth.

Operational Reporting & Performance Management

• Define, monitor, and report on key performance indicators for IT service delivery.
• Develop dashboards and operational reporting that provide visibility into service quality, trends, and organizational performance.
• Use data to identify improvement opportunities, prioritize investments, and drive accountability.
• Conduct regular service reviews with IT leadership and business stakeholders.

Cross-Functional Leadership

• Partner with Human Resources, Finance, Facilities, Compliance, Security, and business leaders to improve employee experience and operational effectiveness.
• Support organizational initiatives that impact employee technology, workplace operations, and business productivity.
• Communicate operational priorities, service improvements, and technology initiatives effectively to stakeholders across the organization.
• Build strong partnerships throughout the business to ensure IT services remain aligned with organizational goals.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
• Eight or more years of progressive experience in IT service management, workplace technology, or IT operations.
• At least five years of leadership experience managing technical teams or IT service organizations.
• Demonstrated success leading and improving IT service operations in a mid-sized or large organization.
• Experience managing leaders or supervisors responsible for day-to-day technical operations.
• Experience supporting modern, cloud-first workplace environments built around Microsoft 365, SaaS applications, and cloud-managed endpoints.
• Strong understanding of IT service management principles and continual service improvement.
• Demonstrated ability to build operational discipline through process improvement, metrics, automation, and accountability.
• Excellent communication, leadership, and stakeholder management skills.

Preferred

• ITIL Foundation or higher certification.
• Experience leading IT service organizations within professional services, engineering, architecture, or consulting firms.
• Experience supporting geographically distributed organizations with multiple office locations.
• Experience implementing or optimizing ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management.
• Experience managing IT procurement, vendor relationships, software licensing, and asset lifecycle management.
• Experience leading organizational change and service modernization initiatives.

Physical Demands:

Must be able to regularly talk, hear, and operate various IT devices. Occasional lifting of equipment up to 40 pounds may be required.

Work Conditions:

The Director of IT Service & Operations will primarily work in an office environment with occasional travel to other office locations. Routine office hours are expected, with flexibility needed for after-hours support during critical incidents or system upgrades.

• The typical base salary range for this position is $165,000 -$200,000 per year, and may vary depending upon skills, experience, education, and geographical location. This is a salaried position paid bi-weekly.
• Competitive salaries, profit sharing, and 401k.
• Medical, Dental, and Vision Benefits.
• Generous paid time off packages.
• 9 Paid Holidays.
• Flexible schedules.
• Education reimbursement, Paid annual dues for professional and societal organizations.
• BKF offers competitive and award-winning benefits and perks. To learn more click here.

Why Join BKF?

BKF Engineers is investing in the future of technology as a strategic business enabler. This role offers the opportunity to help shape a modern IT organization supporting a growing, multi-office engineering firm committed to innovation, operational excellence, and exceptional employee experiences.

As Director of IT Service & Operations, you will have the opportunity to build, mature, and lead a service organization that emphasizes standardization, automation, cloud-first technologies, and continuous improvement. You'll work alongside an experienced IT leadership team and play a key role in enabling BKF's continued growth through operational excellence and outstanding service delivery.

BKF Engineers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

BKF Engineers does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and a specific solicitation for the position or other approved engagement request for the position with BKF Engineers, BKF Engineers reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited submittals are done at the risk of the recruiter.

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Salary : $165 - $200