IT Operations Director

Job Description

Job Description

Description:

The IT Operations Director is responsible for the day-to-day delivery of IT services at NAC, leading the IT team in managing the firm’s infrastructure, support services, design technology and business systems operations. Reporting to the CIO, the Director ensures that NAC’s technology function remains aligned with business needs by managing operational processes, system performance, and service quality across all offices. The Director manages the IT Operations and Business Data Systems functions and supports the Design Technology and Data and Innovation functions, translating technology and application strategy into effective operational execution while partnering closely with the CIO and firm stakeholders to support ongoing business workflows.

· Oversee the implementation and management of NAC’s IT infrastructure, desktop software and design applications to ensure optimal performance.

· Manage the help/service desk function across IT to maintain a responsive and effective end user support experience at NAC

· Ensure performance, uptime, maintenance, backup, and upgrade of servers, databases, web servers, networks, cloud systems, collaboration platforms, network and storage infrastructure.

· Enforce IT security policies and procedures; oversee operational security of networks, data, storage, and communication systems.

· Ensure disaster recovery plans are updated, tested, and incorporated into operational processes

· Manage hardware lifecycle planning, replacement cycles, and upgrade coordination to align with business and operational needs.

· Manage software procurement, licensing, upgrades and retirement to align with business and operational needs.

· Manage vendor performance and contracts to NAC operational expectations.

· Lead the implementation and operational management of enterprise business systems in support of the IT business systems strategy.

· Manage and coordinate system configuration, integrations, upgrades, releases, and vendor relationships for enterprise business applications including ERP (Vantagepoint), HCM (Paylocity) and LMS.

· Ensure business systems are optimized to support NAC’s operational, financial, and people processes.

· Collaborate with business systems stakeholders to translate operational needs into system improvements and enhancements.

· Lead the prioritization and planning process for business requests and improvements

· Lead the IT Operations and Business Data Systems teams through planning, operations and support of IT services

· Hire, develop and manage IT Operations and Business Data Systems staff to optimize staff development and team performance

· Coordinate with and support the Design Technology Manager and CIO in integrating Design Technology applications and tools into IT Operations.

· Coordinate with and support the CIO and Data Leader to support the data, technology and infrastructure needs of the cross-functional Data & Innovation team

· Support the CIO in developing a service-oriented and collaborative IT culture.

· Partner with the CIO to develop and execute IT strategy and roadmaps

· Work cross-functionally with leaders across NAC to understand needs, challenges, and opportunities for improvement.

· Support development and execution of plans for IT projects, including cost analysis, acquisition, timelines, impacts, and communications.

· Manage renewal cycles, licenses, and vendor partnerships to ensure optimal value.

· Support CIO initiatives by ensuring operational readiness for new technologies, improvements, and change programs.

· Bachelor’s degree in Information Systems, Computer Science, or related field.

· 4+ years of experience at a senior management or director-level role in IT.

· 7+ years of team and project management experience in an enterprise IT environment.

· AEC experience preferred

· Broad understanding of enterprise IT infrastructure, servers, networks, cloud platforms, storage and collaboration platforms.

· Knowledge of operational security practices, disaster recovery frameworks, and business continuity requirements to ensure secure and reliable firmwide operations.

· Experience overseeing the operational lifecycle of enterprise applications and business systems including upgrades, integrations, vendor coordination and alignment with business processes.

· Ability to evaluate technology performance, service quality and operational outcomes using monitoring data and KPIs to drive continuous improvement.

· Proficiency in managing technology vendors, service providers and support partners to ensure alignment with NAC operational needs and contractual expectations.

· Experience with IT service management frameworks for IT service delivery.

· Experience with IT project delivery methodologies, Agile and change management approaches to support planning, coordination and readiness activities for technology initiatives.

· Experience with security operations, disaster recovery planning, and systems monitoring.

· Proficiency in Microsoft 365 platform use, adoption and management

· Experience supporting multiple offices, equaling more than 150 professional employees.

· Passion for excellence, learning, problem solving, and assisting firm employees

· High degree of empathy and customer orientation

· Collaborative, service-oriented mindset with ability to work across teams.

· Outstanding verbal and written communication skills.

· Strong analytical, organizational, and problem-solving abilities.

· Ability to meet deadlines, manage priorities, and deliver initiatives successfully.

Work Environment

· Professional open-office environment with collaborative work areas and shared resources.

Physical Demands

· Hand/wrist/finger dexterity for 8 hours a day, 40 hours per week.

· Ability to lift 30–50 lbs and 50–80 lbs with assistance.

· Ability to sit for long periods of time.

Position Type / Expected Hours of Work

· Full-time, minimum expectation of 40 hours per week.

Travel

· Travel to additional NAC offices as needed.