DIRECTOR OF IT OPERATIONS

Description

Job Title: Director of IT Operations

Department: Managed IT Services

Reports to: Vice President of Services

Location: Norcross, GA

Date: 11/12/2025

Position Overview

The Director of IT Operations at Milner Technologies is a senior leadership role responsible for managing and optimizing the delivery of IT services to clients in a managed services provider (MSP) environment. This role oversees helpdesk operations, vendor management, procurement, project management, and client satisfaction, ensuring seamless IT operations and service excellence.

The ideal candidate is a results-driven leader with a strong technical background, exceptional communication skills, and a proven track record in managing IT teams and operations in a fast-paced MSP environment.

Key Responsibilities

Operational Leadership

• Oversee the daily operations of the IT Helpdesk, ensuring timely resolution of client issues and alignment with SLAs.
• Develop and implement IT operational policies and procedures to optimize efficiency, quality, and client satisfaction.
• Ensure 24/7 operational availability and responsiveness for critical client systems and infrastructure.
  
  

Vendor and Procurement Management

• Manage vendor relationships to negotiate contracts, ensure service quality, and control costs.
• Oversee IT procurement processes, ensuring timely delivery of hardware, software, and other resources.
  
  

Project Management

• Lead the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and budget.
• Collaborate with cross-functional teams to implement new technologies and services that meet client needs.
  
  

Client Experience And Satisfaction

• Build and maintain strong relationships with clients, acting as a trusted advisor for their IT needs.
• Monitor and improve client satisfaction metrics, addressing concerns proactively to ensure high retention rates.
  
  

Performance Metrics and Reporting

• Define, track, and report key performance indicators (KPIs) for IT operations, including SLA adherence, response times, and resolution rates.
• Use data-driven insights to continuously improve operational performance and client outcomes.
  
  

Team Leadership and Development

• Manage the recruitment, training, and professional development of IT operations staff, fostering a high-performance culture.
• Conduct regular performance reviews and provide coaching to enhance team capabilities.
  
  

Strategic Planning and Innovation

• Contribute to the development of the IT strategy to align with company goals and market trends.
• Stay informed on emerging technologies and industry best practices to recommend innovations that improve efficiency and service delivery.
  
  

Education & Certification Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
• Certifications such as ITIL, PMP, or Microsoft/Cisco certifications preferred.
  
  

Experience Requirements

• 10 years of IT experience, with at least 5 years in a leadership role within an MSP environment.
• Proven experience managing IT teams and operations, including helpdesk and infrastructure support.
• Strong technical knowledge of IT systems, networks, cloud solutions, and cybersecurity.
• Demonstrated ability to manage multiple projects simultaneously and deliver high-quality outcomes.
  
  

Skills And Competencies

• Excellent problem-solving and decision-making skills in a dynamic and fast-paced environment.
• Strong interpersonal and communication skills to engage with clients, vendors, and internal teams effectively.
• Proficient in ITSM tools and project management software.
• Exceptional organizational skills and attention to detail.
  
  

Work Environment

• Primarily office-based, with flexibility to work remotely or on-site as required.
• May require occasional travel to client locations or vendor meetings.
  
  

Special Requirements

• Availability for on-call support during critical incidents or emergencies.
• Ability to adapt and thrive in a rapidly changing IT landscape.
  
  

Requirements

Additional Qualifications

• High Technical Aptitude
• Slack
• Six Sigma
• ITIL
• PMP
• Telephony (Voice and Data experience)
• Management
• ConnectWise
• MSP