IT Operations Director [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a IT Operations Director based in United States.

This role sits at the center of IT service delivery and infrastructure management, ensuring reliable, secure, and scalable operations across diverse client environments. The position combines hands-on technical leadership with strategic oversight of service desk and infrastructure engineering functions. You will be responsible for driving operational excellence through ITIL-aligned processes, strong metrics governance, and continuous service improvement. Working in a fast-paced, remote-first environment, you will collaborate closely with security, compliance, PMO, and customer success teams. The role is highly cross-functional, requiring both executive communication skills and technical depth across Microsoft and cloud ecosystems. It is well suited for a leader who thrives on structure, accountability, and building high-performing operational teams.

Accountabilities:

The IT Operations Director is responsible for end-to-end IT service operations, ensuring stability, efficiency, and continuous improvement across all systems and client environments.

• Lead Service Desk and Infrastructure Engineering teams, overseeing ticket lifecycle management from intake through resolution and post-incident review
• Monitor, analyze, and improve operational KPIs including SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket trends
• Define and enforce ITIL-aligned processes covering Incident, Problem, Change, and Knowledge Management frameworks
• Oversee infrastructure health across Windows, macOS, Microsoft 365, Azure, and related enterprise systems
• Drive secure baseline configurations, patching strategies, backup reliability, and disaster recovery readiness
• Coordinate change management activities including risk assessment, approvals, rollback planning, and stakeholder communication
• Conduct post-incident reviews and ensure root cause remediation is tracked and completed
• Develop dashboards, reporting frameworks, and operational insights for leadership visibility
• Identify automation opportunities and lead continuous service improvement initiatives
• Manage team performance through coaching, metrics-driven feedback, and structured accountability

Requirements:

The ideal candidate for the IT Operations Director brings strong IT operations leadership experience combined with deep technical infrastructure knowledge.

• 5–10 years of experience in IT operations, infrastructure engineering, service delivery, or IT leadership roles
• Proven experience leading Service Desk teams, escalation workflows, and tiered support models
• Strong hands-on expertise with Windows, macOS, Microsoft 365, Azure, virtualization, and enterprise networking
• Demonstrated ownership of operational metrics such as SLA performance, MTTR, uptime, and system reliability indicators
• Experience implementing ITIL frameworks including Incident, Change, Problem, and Knowledge Management
• Ability to enforce secure configurations, compliance standards, and operational discipline across environments
• Strong leadership skills with the ability to manage teams, prioritize under pressure, and drive execution
• Excellent communication skills with the ability to translate technical issues into business impact
• Experience in multi-client or managed services environments is highly valuable
• Relevant certifications (Security+, ITIL, Azure, CISSP, Network+) are strongly preferred

Benefits:

• Fully remote work with flexibility across the United States
• Competitive compensation aligned with experience and responsibility level
• Fully paid medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid vacation (3 weeks) plus 10 company holidays
• Paid certification and training opportunities, including Security+ support
• Strong focus on work-life balance and supportive team culture
• Exposure to enterprise and cloud-first infrastructure environments
• Clear pathway toward senior leadership and strategic IT roles

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.