Industry: Enterprise SaaS, Cloud Infrastructure, Cybersecurity, Digital Workplace Technology, and AI-Enabled Enterprise Systems
Location: USA Remote
Compensation Package: $300K – $390K
About the Organization
We are a large, enterprise-scale SaaS, cloud infrastructure, cybersecurity, digital workplace technology, and AI-enabled enterprise systems organization supporting customers, employees, internal business functions, product teams, and technology operations across the United States. The company operates in a complex, highly connected environment where IT operations directly influence workforce productivity, system reliability, business continuity, security readiness, employee experience, and enterprise scalability.
This is not a traditional IT operations role limited to help desk supervision, device support, or routine system maintenance. Information Technology Operations is a strategic enterprise function responsible for keeping the organization’s technology ecosystem stable, secure, efficient, and ready to support continued growth. The function supports enterprise applications, cloud environments, collaboration platforms, service delivery, endpoint management, identity processes, vendor platforms, internal infrastructure, and technology governance.
The organization is continuing to invest in cloud-first operations, modern IT service management, AI-enabled productivity tools, enterprise SaaS governance, endpoint security, identity lifecycle management, automation, observability, infrastructure reliability, vendor optimization, and digital workplace modernization. As the business scales, leadership is seeking a Director of Information Technology Operations who can bring structure, maturity, execution discipline, and strong leadership to a highly visible IT operations environment.
The Director of Information Technology Operations will lead IT service delivery, infrastructure operations, enterprise application support, endpoint programs, ITSM processes, vendor coordination, asset management, operational reporting, technology support, and continuous improvement initiatives. This leader will partner closely with the CIO, CISO, CTO, Engineering, Product, Security, Finance, HR, Legal, Procurement, Compliance, Operations, and Executive Leadership to ensure technology operations are aligned with business goals and enterprise risk expectations.
This role requires a leader who can balance immediate operational needs with long-term technology maturity. The ideal candidate will understand how to improve IT support quality, reduce recurring incidents, modernize internal systems, manage service performance, support security controls, develop technical teams, and communicate effectively with senior stakeholders.
This is a high-impact leadership opportunity for an IT operations professional who enjoys building scalable systems, improving service reliability, leading technical teams, and helping a large remote-first organization operate with speed, security, and confidence.
Essential Duties and Responsibilities
• Lead enterprise IT operations across service delivery, infrastructure operations, endpoint management, enterprise applications, internal systems, cloud services, asset management, vendor support, and operational governance.
• Develop and execute an IT operations roadmap that improves system reliability, employee productivity, support quality, automation, security alignment, and scalability.
• Oversee IT support operations for a distributed workforce, ensuring timely resolution of incidents, service requests, access issues, device needs, application problems, and technology escalations.
• Establish and monitor service-level expectations, ticket performance, response times, resolution times, backlog health, customer satisfaction, incident trends, request volumes, and operational quality.
• Lead ITSM maturity across incident management, problem management, change management, request fulfillment, service catalog development, knowledge management, and configuration management.
• Partner with Security and Identity teams to support access governance, endpoint protection, device compliance, privileged access processes, identity lifecycle management, and audit readiness.
• Oversee infrastructure operations across cloud environments, internal networks, collaboration platforms, monitoring tools, backup systems, business continuity support, and enterprise technology services.
• Manage enterprise applications and SaaS platforms, ensuring strong administration, licensing discipline, data access governance, system performance, and user support.
• Lead endpoint and device management programs, including provisioning, patching, compliance, lifecycle planning, inventory control, and remote workforce technology enablement.
• Manage vendor relationships, managed service providers, software contracts, licensing renewals, hardware suppliers, telecommunications partners, and operational service agreements.
• Partner with Finance and Procurement to manage IT budgets, vendor spend, software utilization, licensing optimization, asset tracking, and technology investment planning.
• Lead operational improvement projects including platform migrations, system upgrades, workflow automation, service desk modernization, application rollouts, and internal process redesign.
• Build and maintain IT operations documentation, runbooks, escalation paths, technical procedures, service catalogs, asset inventories, change records, and operational playbooks.
• Prepare executive-level reporting on IT service performance, infrastructure health, technology risks, vendor performance, budget trends, improvement initiatives, and resource needs.
Job Qualifications and Requirements
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field required.
• Master’s degree, MBA, or advanced technology leadership education preferred.
• Professional certifications such as ITIL, PMP, CISSP, CISM, CRISC, CCSP, AWS, Azure, Google Cloud, Microsoft 365, ServiceNow, or similar credentials preferred.
• 10+ years of progressive experience in IT operations, enterprise technology support, infrastructure operations, cloud operations, digital workplace technology, systems administration, IT service management, or technology leadership.
• 5+ years of leadership experience managing IT operations teams, service desk teams, infrastructure teams, enterprise applications support, technical operations, or technology service delivery functions.
• Experience within enterprise SaaS, cloud technology, cybersecurity, fintech, healthcare technology, digital platforms, business services, or large distributed enterprise environments strongly preferred.
• Strong understanding of ITSM, infrastructure operations, cloud services, endpoint management, identity and access processes, SaaS administration, incident management, change management, and vendor governance.
• Experience supporting modern workplace platforms such as Microsoft 365, Google Workspace, Okta, Azure AD, Intune, Jamf, Slack, Zoom, Atlassian, ServiceNow, Jira, Salesforce, Workday, NetSuite, or similar systems.
• Familiarity with cloud and infrastructure environments such as AWS, Azure, Google Cloud, virtual networks, monitoring platforms, backup solutions, collaboration tools, and device management platforms.
• Strong understanding of cybersecurity alignment, access controls, endpoint protection, patching, vulnerability remediation, audit support, compliance expectations, and data protection practices.
• Experience managing budgets, software licensing, vendor renewals, asset lifecycle programs, managed service provider relationships, and technology operations roadmaps.
• Strong analytical ability with experience using operational data, ticket trends, system metrics, and service reporting to improve IT performance.
• Excellent communication skills with the ability to explain technical issues, operational risks, investment needs, and service performance to business and executive stakeholders.
Personal Capabilities and Qualifications
• Strong IT operations leader with the ability to build reliable, scalable, and service-oriented technology operations across a large enterprise environment.
• Practical and business-minded, with the ability to balance technical needs, employee experience, security requirements, budget realities, and operational priorities.
• Strong people leader who can develop technical teams, improve accountability, strengthen service culture, and lead teams through change.
• Highly organized with strong execution discipline across incidents, projects, vendors, budgets, service levels, systems, and operational routines.
• Analytical and metrics-driven, with the ability to use service data, infrastructure health indicators, user feedback, and business needs to guide improvements.
• Calm and decisive under pressure, especially during outages, security-related escalations, system failures, executive issues, or high-volume support periods.
• Strong communicator who can translate technology operations into clear business impact and practical leadership recommendations.
• Collaborative and able to work effectively with Security, Engineering, Product, Finance, HR, Legal, Procurement, Compliance, Operations, and executive teams.
• Continuous improvement mindset with the ability to simplify workflows, automate manual tasks, improve documentation, and reduce recurring service issues.
• High integrity and discretion when handling access information, system documentation, employee data, vendor contracts, security matters, and executive technology issues.
Strategic Support
The Director of Information Technology Operations will provide strategic support by helping the organization improve technology reliability, service delivery, workforce productivity, cost management, and operational resilience.
This role will ensure IT operations are not only responsive to problems, but proactive in building systems, processes, standards, and service models that support enterprise growth. The Director will work closely with technology and business leaders to identify operational gaps, improve service maturity, reduce technical friction, and align IT operations with business priorities.
Key areas of strategic support may include:
• IT operations strategy and service delivery maturity.
• Digital workplace experience and remote workforce enablement.
• ITSM process improvement and service catalog development.
• Infrastructure reliability and cloud operations support.
• Endpoint management and device lifecycle optimization.
• Enterprise SaaS administration and application support.
• Identity, access, and security operations partnership.
• Vendor management, licensing optimization, and cost control.
• Incident, problem, and change management improvement.
• Asset management and technology lifecycle governance.
• Automation and AI-enabled IT service improvement.
• Business continuity, disaster recovery, and operational resilience.
• Executive reporting on IT performance, risk, and investment needs.
• Cross-functional technology transformation support.
The Director of Information Technology Operations will help ensure technology operations are managed as a scalable enterprise capability that supports productivity, security, business continuity, employee experience, and long-term growth.
Working Conditions
• Location: USA Remote.
• Primarily remote work environment with regular IT leadership meetings, operational reviews, service performance discussions, vendor sessions, security coordination, and executive updates.
• Standard business hours with flexibility required during system outages, security escalations, major releases, change windows, audit requests, vendor issues, executive support needs, or urgent business-impacting incidents.
• Occasional travel may be required for leadership off-sites, vendor reviews, technology workshops, company events, disaster recovery exercises, or major implementation planning sessions.
• Regular collaboration with IT, Security, Engineering, Product, Finance, HR, Legal, Procurement, Compliance, Operations, vendors, managed service providers, and executive leadership.
• Fast-paced enterprise technology environment with high visibility around system reliability, employee productivity, service quality, security alignment, and operational continuity.
• Role requires handling confidential employee information, access details, system documentation, vendor contracts, budget data, security-sensitive materials, and executive-level technology matters with discretion.
Job Function
• Information Technology Operations Leadership
• IT Service Management
• Enterprise Technology Operations
• Infrastructure Operations
• Cloud Operations Support
• Digital Workplace Technology
• Endpoint Management
• Enterprise Application Support
• SaaS Platform Administration
• Vendor and License Management
• Incident and Change Management
• Asset Lifecycle Management
• Security Operations Partnership
• Business Continuity Support
• Operational Reporting and Governance
Compensation & Benefits
Compensation Package: $300K – $390K
The total compensation package may include base salary, performance-based bonus, long-term incentives, and additional leadership-level benefits depending on experience, qualifications, and final role alignment.
Benefits may include:
• Comprehensive medical, dental, and vision coverage.
• Performance-based bonus eligibility.
• Long-term incentive opportunities.
• Retirement savings plan with company contribution.
• Paid time off and company holidays.
• USA remote work flexibility.
• Leadership visibility across technology and enterprise operations.
• Professional development and certification support.
• Support for ITIL, cloud, cybersecurity, project management, AI, and technology leadership training.
• Wellness, employee assistance, and work-life support programs.
• Access to modern ITSM, cloud, endpoint, identity, collaboration, automation, monitoring, security, and enterprise technology platforms.
Why Join Us
This is an opportunity to join a large technology-driven organization where Information Technology Operations directly affects system reliability, employee productivity, security readiness, business continuity, and enterprise scalability.
The Director of Information Technology Operations will have the opportunity to modernize service delivery, strengthen operational governance, improve infrastructure reliability, optimize technology spend, and lead teams that directly support how the business runs every day.
You will work in an environment that values stable systems, strong service culture, clear accountability, modern tools, security partnership, and continuous improvement. The company is investing in cloud-first operations, digital workplace modernization, automation, stronger ITSM practices, AI-enabled productivity tools, and scalable enterprise technology support.
For an IT operations leader who enjoys building reliable systems, leading technical teams, improving service performance, and helping a large remote-first organization operate with confidence, this role offers the scope, visibility, and platform to make a meaningful impact.