Director, IT Operations

We are seeking an IT Operations Director to fill a strategic leadership role that is responsible for overseeing the day-to-day management and optimization of Consumer Cellular’s IT operations. This includes overseeing service delivery, incident management, system monitoring and alerting, and IT support functions to ensure the stability, efficiency, and security of all IT services and systems. The IT Operations Director will also lead several teams of IT professionals, collaborate with senior leadership, and implement best practices to continuously improve service performance and alignment with business needs.

What You Will Do

Leadership & Strategic Oversight:

• Lead and manage the IT Operations teams, providing direction, mentorship, and fostering a high-performance culture.
• Responsible for the Helpdesk, Technical Operations Center(TOC), Heldpesk, and DR & Resilience teams.
• Develop and execute the overall IT operations strategy in alignment with business objectives and priorities.
• Collaborate with senior leadership to understand and integrate operational needs, objectives, and technological requirements into the IT strategy.
• Establish and manage performance goals and KPIs to measure the success and efficiency of IT operations.
  
  
  

IT Service Delivery & Support

• Oversee the delivery of IT services to Consumer Cellular, ensuring that all services are delivered with high availability, reliability, and performance.
• Manage IT support functions, including helpdesk, incident management, service requests, and problem resolution processes.
• Develop and implement processes to ensure a seamless user experience, from onboarding to continuous support, monitoring, and issue resolution.
  
  
  

Incident & Problem Management

• Ensure the timely and efficient resolution of IT incidents, minimizing business disruption and aligning with SLAs.
• Implement and monitor proactive measures to prevent recurring issues or service outages, and continuously improve incident response processes.
• Lead root cause analysis and problem management initiatives to identify and resolve underlying issues that impact IT operations.
  
  
  

IT Infrastructure & System Management

• Oversee the operation, maintenance, and optimization of Consumer Cellular's IT infrastructure, including hardware, software, servers, and networks.
• Work closely with the IT Infrastructure teams to ensure systems and services meet operational performance and availability standards.
• Ensure the effective management of capacity planning, system upgrades, patch management, and system performance monitoring.
  
  
  

Security & Compliance

• Ensure that IT operations follow established security protocols and industry best practices to safeguard Consumer Cellular’s data, systems, and networks.
• Work with the InfoSec teams to implement robust monitoring, incident detection, and threat mitigation strategies.
• Ensure compliance with relevant regulatory and security standards, including GDPR, HIPAA, PCI, etc. across all IT operations.
  
  
  

Vendor & Stakeholder Management

• Manage relationships with third-party vendors, contractors, and service providers, ensuring the delivery of services and support meets agreed-upon SLAs and contractual obligations.
• Coordinate with other departments and business units to ensure the IT operations strategy aligns with overall organizational goals.
  
  
  

Budgeting & Resource Management

• Develop and manage the IT software and hardware budget, ensuring cost-effectiveness and optimizing resources while maintaining high service standards.
• Evaluate and manage the procurement of IT tools, software, and services, ensuring they align with operational needs and financial goals.
• Lead the implementation of a hardware asset management (HAM) and software management (SAM) program
  
  
  

Process Improvement & Automation

• Lead initiatives to optimize and automate operational processes, ensuring efficiency and scalability.
• Continuously review and improve service delivery, incident management, and other operational processes using industry best practices like ITIL.
  
  
  

Change Management

• Oversee and manage the change management process to ensure that system updates, upgrades, and new implementations are conducted smoothly, minimizing service disruption.
• Coordinate with other teams to plan, test, and execute system changes in alignment with business objectives.
  
  
  

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master’s degree is a plus.
• Industry certifications such as ITIL, PMP, or other relevant qualifications are highly preferred.
  
  
  

Experience

• 8 years of experience in IT operations or IT service management, with at least 5 years in a leadership role.
• Proven experience in managing IT service delivery, support teams, and large-scale IT infrastructure.
• In-depth understanding of IT operations, incident management, problem management, and service management frameworks (e.g., ITIL).
• Experience with cloud infrastructure, virtualization, and system monitoring tools.
  
  
  

Skills & CompetenciesL

• Strong leadership and management skills, with a proven ability to build and lead high-performing teams.
• Excellent problem-solving and analytical skills, with a focus on delivering practical solutions to complex IT challenges.
• Expertise in ITIL-based processes, service management, and incident resolution.
• Strong communication and interpersonal skills, with the ability to work collaboratively with technical and non-technical stakeholders.
• Excellent project management skills and the ability to prioritize and manage multiple projects simultaneously.
  
  
  

Preferred Qualifications

• Advanced certifications in IT service management (e.g., ITIL Expert, PMP, CISSP).
• Experience with automation and orchestration tools for IT operations.
• Familiarity with DevOps practices and tools.
• Knowledge of cloud platforms like AWS, Microsoft Azure, or Google Cloud.
  
  
  

Work Environment

• This position will be a hybrid model, requiring on-site presence 2-3 days a week, and/or travel on a quarterly basis.
• The position may require occasional travel for vendor meetings, system installations, or corporate events.
  
  
  

About Consumer Cellular

Consumer Cellular is the top-rated wireless provider that provides cell phones and no-contract service plans primarily to those 50 . Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S.-based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 17 Times in a Row, making it the Most Awarded Brand for wireless customer service. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. Additionally, the company has been ranked on the Inc. 5000 list 12 times. The company has been an approved AARP Provider for over 14 years and offers AARP members exclusive discounts on service. The Scottsdale, AZ. based company is privately held with 2985 employees and utilizes the nation's largest voice and data networks, which cover 99 percent of the U.S. population. Consumer Cellular's wireless phones and plans are sold nationwide at leading retailers such as Target and Walmart, as well as directly to consumers at ConsumerCellular.com or (888) 345-5509. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $165,900
• Maximum Salary: $248,450
  
  
  

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program
• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.
  
  
  

Pre-employment background check and drug screen is required.

Primary Location

United States-Arizona-Scottsdale

Job

Information Technology

Schedule

Full-time

Travel

Yes, 5 % of the Time

Job Posting

Apr 1, 2025

Unposting Date

Apr 7, 2025