Director, Technical Operations

Accommodations Plus International; Melville (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

Accommodations Plus International seeks a Director of Technical Operations to lead the reliability, performance, and continuous improvement of the company’s internal tech environment. You will oversee IT operations, including helpdesk, asset management, enterprise AI tooling, and systems administration across the US, Canada, India, and Brazil.

This senior role requires deep enterprise IT experience, strong people leadership, and a track record of aligning technology services with a rapidly

Qualifications

• Seasoned IT operations leader with enterprise support experience.
• Experience managing distributed teams across multiple time zones.
• Strong emphasis on service delivery, security, and governance.

Responsibilities

• Oversee global helpdesk and end-user support operations.
• Define KPIs and coach teams across Canada, India, Brazil, and the US.
• Manage hardware lifecycle and asset management across regions.

Skills

People management

IT operations

Service delivery

Tools

Jamf

Microsoft Intune

ITSM tools

Job description

Summary/Objective

The Director of Technical Operations is a senior IT leader responsible for the reliability, performance, and continuous improvement of API's internal technology environment. This leader oversees all aspects of corporate IT operations, including helpdesk and end-user support, employee hardware lifecycle management, corporate systems administration, enterprise AI tooling ownership, and the tools and processes that keep our global workforce productive every day. Operating across teams in Canada, India, Brazil, and the United States, the Director will lead a team of approximately [X] employees, including [X] direct reports, and manage and develop geographically distributed IT support and systems teams, setting clear service standards and fostering a culture of responsiveness, accountability, and employee-first service delivery. This role requires a seasoned IT operations leader who brings deep experience in enterprise support environments, strong people management skills, and the ability to align internal technology services with the needs of a growing, globally distributed organization.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership & Team Management

• Lead, mentor, and develop distributed IT operations teams across Canada, India, Brazil, and the US, fostering a collaborative, service-oriented culture that bridges time zones and delivers a consistent employee experience globally
• Define team structure, staffing levels, roles, and career development frameworks for helpdesk technicians, desktop support engineers, and systems administrators across Canada, India, Brazil, and the US
• Establish clear goals, KPIs, and performance expectations for the IT operations organization; conduct regular performance reviews and provide ongoing coaching and feedback
• Partner with HR and talent acquisition to recruit and retain skilled IT support professionals in Canada, India, Brazil, and the US; build a team capable of scaling to meet growing organizational demand
• Foster a customer-service culture within the IT team, setting expectations for responsiveness, communication quality, and employee satisfaction across all support interactions
• Facilitate cross-functional collaboration between IT operations and HR, Finance, Legal, and business teams to anticipate technology needs and deliver solutions proactively

Helpdesk & End-User Support

• Own the global helpdesk function end-to-end, including service desk operations, ticket management, escalation procedures, SLA definitions, and performance reporting for teams in Canada, India, Brazil, and the US
• Administer the helpdesk ticketing and knowledge management tools used by the global support team, ensuring workflows, categorization, and reporting meet organizational needs
• Define and enforce helpdesk SLAs and response time targets; monitor queue performance, ticket aging, and resolution rates, and drive continuous improvement initiatives to reduce mean time to resolution (MTTR)
• Establish and maintain a comprehensive, searchable knowledge base and self-service portal to reduce repeat ticket volume and empower employees to resolve common issues independently
• Oversee Tier 1, Tier 2, and Tier 3 support workflows, ensuring clear escalation paths and effective knowledge transfer between support levels
• Develop and report on helpdesk metrics and employee satisfaction scores (CSAT) to executive leadership; use data to identify systemic issues and prioritize improvements
• Manage on-call and after-hours support coverage across time zones to ensure critical support needs are addressed outside standard business hours

Employee Hardware & Asset Management

• Own the full lifecycle of employee hardware including procurement, provisioning, deployment, tracking, maintenance, refresh, and secure decommissioning for laptops, desktops, mobile devices, peripherals, and other end-user equipment
• Develop and maintain a hardware refresh strategy and multi-year capital plan, ensuring employees in Canada, India, Brazil, and the US are equipped with current, standardized, and reliable devices
• Administer mobile device management (MDM) and endpoint management platforms (such as Jamf, Microsoft Intune, or equivalent) to enforce security policies, manage configurations, and support remote provisioning and wipe capabilities
• Maintain accurate and up-to-date IT asset inventory using asset management tooling; ensure all hardware and software assets are tracked, auditable, and compliant with licensing and security requirements
• Work with the procurement function to manage hardware vendor relationships and purchasing programs; partner on pricing negotiations, warranty and support evaluations, and timely fulfillment for new hires and hardware replacements
• Define and enforce hardware standards for different employee roles and personas (office-based, remote, executive, field); mainta