Director of IT Operations
Director of IT Operations Role Summary The Director of IT Operations will lead the end-to-end IT Operations function for the client, overseeing Service Desk, End-User Computing, ITSM, Unified Communications, Software Asset Management, and In-Office Support. This role owns service reliability, employee experience, operational efficiency, and cost optimization for a global, hybrid workforce. You will manage a distributed onshore/offshore model and work closely with business, security, network, and technology leaders to modernize IT operations through automation, ITSM transformation, and collaboration platforms.
Key Responsibilities
- Define and execute the IT Operations strategy aligned to business outcomes and employee experience
- Lead global Service Desk, endpoint/device lifecycle, ITSM, UCaaS, and collaboration platforms (M365, Teams, Zoom)
- Own vendor governance, budgets, SLAs, KPIs, and service performance
- Drive ITSM modernization (ServiceNow), automation, and AI-driven service intelligence
- Oversee device lifecycle management (Intune, Autopilot, JAMF, SCCM)
- Lead M365 optimization, governance, and Center of Excellence initiatives
- Govern incident, change, problem, and knowledge management processes
- Manage in-office support and conference/AV technologies for hybrid work
- Lead software asset management and SaaS cost optimization
- Build and mentor high-performing teams across internal and vendor resources
Required Experience & Skills
- 12+ years of IT Operations leadership experience
- Strong background in Service Desk, ITSM, Endpoint Management, UCaaS, and M365
- Proven success leading global, multi-vendor onshore/offshore teams
- Hands-on experience with ServiceNow, automation, and operational governance
- Strong executive communication, stakeholder management, and vendor oversight skills
Why This Role
- High-visibility leadership role with enterprise-wide impact
- Opportunity to modernize IT Ops using automation, AI, and best-in-class platforms
- Own outcomes across reliability, employee experience, and cost efficiency
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