Director IT Services Operations

Position Summary

The Director of IT Service Operations leads the team responsible for Service Desk operations for. This role oversees all end‑user computing needs and ensures efficient, reliable, and secure service delivery. The Director manages service desk professionals and technical staff while building a fully functional Network and Security Operations Center (NOC and SOC). This position is responsible for desktop computing infrastructure, device and asset management, ITSM administration, and conference room technologies. The Director also contributes to infrastructure standards, operational processes, and overall IT operational strategy, including lifecycle management across all functional areas.

Key Responsibilities

• Drive a culture of exceptional customer service. Ensure trouble tickets are assigned correctly, contain accurate information, include advanced troubleshooting steps, and are resolved efficiently. (25 percent)
• Ensure infrastructure and operational services are maintained and supported at all times while building strong client relationships. (10 percent)
• Promote performance improvement and process optimization by analyzing service management data and identifying trends. (10 percent)
• Provide governance over Change Management processes and lead Change Approval Board meetings. (10 percent)
• Ensure completion of daily, weekly, and monthly statistics, status reports, and reporting tools, adapting them to meet departmental needs. (10 percent)
• Direct root cause analysis and reporting. Review problem data to identify failure points and work with stakeholders to prevent recurrence. (10 percent)
• Coordinate project staffing with IT leadership. Ensure ITIL processes are defined, understood, and followed, and administer ITSM tools to meet service goals. (10 percent)
• Provide leadership and supervision to staff, ensuring appropriate skill levels and full performance management. (10 percent)
• Establish and maintain vendor and third‑party managed service provider relationships. (5 percent)

Education Requirements

• Associate degree, trade school, or technical school in a computer or management‑related field (required)

Experience Requirements

• Seven or more years of IT Service Desk operations experience (required)
• Five or more years of IT Operations leadership experience (required)

Required Skills and Abilities

• Demonstrated success leading transformational initiatives at departmental and enterprise levels
• Advanced knowledge of computing infrastructure with vendor experience in Microsoft, Cisco, and Dell
• Ability to establish and manage cloud infrastructure including IaaS, PaaS, and SaaS platforms such as O365, Azure, and Salesforce
• Strong expertise in data reporting, metrics, and analytics
• Awareness of current technology trends that influence efficient operations
• Excellent written and verbal communication skills
• Innovative problem‑solving abilities
• Ability to interact effectively with external clients and senior executives with a client‑first focus
• Expertise in enterprise service delivery operations and strategy

Certifications

• Experience with Service Desk, Network Operations Center, and Security Operations Center functions (required)
• Microsoft Operating Systems certification or equivalent (required)
• ITIL Foundation certification (required)
• ITIL Service Lifecycle certification (required)
• ITIL Continual Service Improvement certification (required)