Director of IT Operations

An award-winning IT Solutions provider with expertise in digital transformation, cloud services, IT security and network infrastructure solutions, looking to hire a Director of IT Operations.



As the IT Operations Director, your primary responsibility is to oversee the full spectrum of service delivery to our clients. You will lead the operations, technology, and financial aspects of our services business, ensuring that we continue to provide top-notch services to our expanding client base.



With a focus on improving customer satisfaction and enhancing the value of our offerings, you will work closely with the President to identify growth opportunities and develop strategies to expand our service portfolio. Our company specializes in delivering outsourced IT services to a diverse range of industries, including professional services, finance, manufacturing, healthcare, and other service-based organizations with complex IT requirements.



Duties/Responsibilities:

Conduct thorough analysis and provide insight into required investments in capital, technology, process, and personnel to achieve business objectives.
Maintain an extensive knowledge of the technology managed services industry, competitors, suppliers, and clients, and utilize this knowledge to achieve business objectives.
Design and execute new products and services to drive business growth.
Establish an outstanding client service environment that retains and attracts clients.
Apply expertise of our products to fulfill clients' diverse and specific business needs.
Ensure service quality by gaining a comprehensive understanding of technical specifications and other features of client systems.
Develop business plans and provide management with regular status reports on business operations to assess performance and progress.
Deploy technology, personnel, processes, and operational oversight necessary to accomplish business objectives.
Provide a dependable, scalable, and secure technology and operations environment that enables clients to effectively utilize the deployed services to run their businesses.
Identify key operations metrics and utilize this data to drive continuous improvement in Managed Services.
Lead, mentor, and hold management and team members accountable.
Cultivate professional communication with all levels of management, employees, and clients.
Recruit, train, and motivate staff as needed to achieve goals and objectives.
Foster a collaborative environment between the Managed Services and Professional Services teams.
Conduct regular meetings with co-workers and management to ensure proper information flow in both directions and to share experiences and other pertinent information.
Provide support to the sales team with pricing information and quote approval.
Work closely with marketing and sales teams to increase market share and profitability by winning new business.
Review service deployment progress and identify opportunities for further sales and new areas for development.
Perform other necessary or assigned duties.


Required Skills/Abilities:

Exceptional communication, organization, and time management skills.
Ability to analyze financial information and determine actions necessary to achieve profitability and efficiency targets.
Strong people management skills, including accountability to metrics, responsibilities, and core values.
Proficiency in the Microsoft Office Suite.
Proficient in an ITSM or PSA platform, with ConnectWise Manage expertise preferred.