Director of IT Operations

Swooped; United States; On-site; USD 175,000 - 225,000; Full time

Job summary

Swooped is seeking a Director of IT Operations to lead strategic IT initiatives and ensure seamless service delivery across the organization. This senior leadership role demands extensive experience in IT operations, vendor management, and team leadership to drive efficiency and innovation. The successful candidate will play a critical role in shaping IT infrastructure strategies and enhancing productivity through effective management of IT services.

Benefits

100% coverage of employee premiums for medical, dental, and vision plans

401(k) matching

Life, AD&D, short- and long-term disability insurance

Flexible vacation policy

Qualifications

• At least 15 years of IT operations experience, including 7+ years in senior leadership roles.
• Proven success managing enterprise-level IT support operations.
• Demonstrated expertise in IT Asset Management and Vendor Management.

Responsibilities

• Define and drive the strategic direction for IT support and IAM.
• Maintain 100% uptime for critical IT services and IAM systems.
• Lead IT operations teams, including office experience and helpdesk.

Skills

IT service management frameworks

IAM

IT security protocols

SaaS tools

Cloud platforms

Analytical skills

Leadership

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, or a related discipline

Master’s degree preferred

Job description

2 days ago Be among the first 25 applicants

The Director of IT Operations is a senior leadership position responsible for ensuring reliable, efficient, and uninterrupted IT services across the organization. This strategic role reports to the Vice President of IT and AI and is charged with overseeing the full scope of IT operations, including user onboarding/offboarding, office experience, IT tools, helpdesk support, asset management, and vendor engagement. The position plays a critical role in shaping IT infrastructure strategies and delivering key services that enhance productivity and return on IT investments.

Core Responsibilities

Strategic Leadership & Vision

• Define and drive the strategic direction for IT support and Identity and Access Management (IAM).
• Align long-term IT operations strategies with organizational goals.
• Serve as a thought leader in IT support and IAM, contributing to business-wide technical and security improvements.
• Advise senior leadership on key IT infrastructure decisions.
• Improve risk mitigation and IT responsiveness through strategic foresight and planning.
• Lead IT operations teams, including office experience, helpdesk, IT administration, and tool management personnel.
• Set and manage performance metrics and service level agreements (SLAs).
• Foster a culture of continuous improvement and service excellence.
• Oversee and manage third-party relationships related to IT tool administration.
• Build and mentor high-performing teams in a collaborative environment.

IT Service Delivery Excellence

• Maintain 100% uptime for critical IT services and IAM systems.
• Define SLAs for incident management and mean time to resolution (MTTR).
• Develop frameworks to prioritize IT tickets based on business impact and urgency.
• Optimize resolution times for high-priority (P0-P2) issues.
• Track, report, and deliver on workflow targets to ensure project timelines are met.
• Develop governance models for operational and capital IT assets.
• Implement strategic IT financial planning to maximize ROI.
• Create reporting tools to communicate IT value to stakeholders.
• Use advanced analytics for asset optimization and resource efficiency.

Infrastructure & Access Management

• Oversee strategy and execution for IT onboarding/offboarding processes.
• Manage access control systems and enforce security protocols.
• Lead role-based access policy implementation.
• Ensure policy compliance across all IT systems.
• Review and execute engineering change orders for accuracy and timeliness.
• Design vendor governance frameworks and establish performance indicators.
• Lead high-impact contract negotiations with major technology vendors.
• Manage over 100 critical IT applications and their associated vendor relationships.
• Optimize license use and procurement strategies for both hardware and software.
• Oversee IT budget planning and allocate resources strategically.
• Utilize AI-powered analytics to inform vendor evaluations and contract negotiations.

Technology & Innovation

• Evaluate and integrate new IT technologies to support organizational growth.
• Ensure seamless operations of meetings, internet services, VPNs, and essential hardware.
• Promote tech adoption through training programs.
• Identify and implement opportunities for automation in IT operations.
• Deploy AI-enabled workflows to improve compliance, reduce manual work, and enhance service delivery.
• Advocate for AI-driven enhancements to boost efficiency and service quality.

Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (Master’s degree preferred).
• At least 15 years of IT operations experience, including 7+ years in senior leadership roles.
• Proven success managing enterprise-level IT support operations.
• Demonstrated expertise in IT Asset Management and Vendor Management.

Knowledge & Skills

• Deep understanding of IT service management frameworks (e.g., ITIL).
• Strong expertise in IAM and IT security protocols.
• Comprehensive knowledge of SaaS tools and cloud platforms (AWS, Azure, GCP).
• Familiarity with IT compliance and governance practices.
• Skilled in IT asset management methodologies and tools.
• Strong analytical and financial acumen in IT operations.
• Exceptional leadership skills with experience managing cross-functional teams.
• Ability to build strategic relationships with internal and external stakeholders.
• Recognized expertise in IT operations within and outside the organization.
• Excellent communication abilities, including external representation.
• Capable of managing multiple high-priority initiatives simultaneously.

Decision Making

• Exercises broad autonomy in setting goals and determining execution methods.
• Operates under long-range organizational objectives with strategic direction.
• Demonstrates advanced problem-solving capabilities for complex IT challenges.
• Makes informed, data-driven decisions to enhance IT investments and outcomes.

Compensation

United States:

• 100% coverage of employee premiums and 88% coverage for dependents for medical, dental, and vision plans
• 401(k) matching
• Life, AD&D, short- and long-term disability insurance
• Flexible vacation policy

Outside the US:

Comprehensive benefits may include pension plans, private medical insurance, generous leave policies, life insurance, disability coverage, and annual wellness stipends (benefits vary by region).

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Management, and Business Development

• Industries

  Computer and Network Security and Technology, Information and Media

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