Director of IT Operations

Responsible for overseeing IT service delivery, end-user support, hardware and software procurement, and audio/visual (A/V) technology support. Provides strategic leadership for the IT Operations Team, ensuring that services and technology effectively support business needs.
 
 Collaborates with other IT leaders to establish the strategic direction, aligning initiatives with the organization’s overall business strategy. Helps ensure the smooth functioning and performance of systems and technology through day-to-day management and execution of IT activities.
 

RESPONSIBILITIES AND DUTIES

1. Strategic IT Leadership & Collaboration
   1. Serve as a key member of the IT Leadership Team, contributing to the development and execution of the organization's IT strategy.
   2. Collaborate with IT leaders and the Information Security team to ensure secure, reliable, and efficient service delivery.
   3. Align IT Operations with the organization’s technology roadmap, security policies, and regulatory requirements.
   4. Lead the IT Operations Team in defining and achieving operational goals that support business objectives.
   5. Evaluate and recommend emerging technologies, best practices, and process enhancements to improve service delivery.
2. IT Operations Management
   1. Oversee day-to-day service delivery, ensuring that operations support the business effectively.
   2. Ensure efficient ticket resolution and service performance through IT Service Management best practices.
   3. Collaborate with the Information Security team to support system reliability, uptime, and security compliance.
   4. Develop and enforce IT policies, procedures, and best practices to enhance operational efficiency.
   5. Monitor and analyze IT performance, identifying areas for improvement and implementing solutions.
3. User Support & Service Delivery
   1. Lead the User Support Team, ensuring a high level of customer service and technical support.
   2. Establish and monitor support metrics, such as ticket resolution time, customer satisfaction, and system uptime.
   3. Drive continuous improvement in user support processes, tools, and training.
   4. Serve as an escalation point for complex technical issues affecting end users.
4. Hardware & Software Procurement & Asset Management
   1. Manage IT procurement processes, including hardware, software, and licensing, ensuring alignment with organizational strategy and budget.
   2. Oversee vendor relationships, negotiate contracts, and ensure service-level agreements (SLAs) are met.
   3. Maintain an accurate inventory of IT assets and ensure lifecycle management of hardware and software.
   4. Collaborate with finance and procurement teams to optimize IT budgeting and spending.
5. Audio/Visual (A/V) Technology Support
   1. Oversee team providing A/V technology support for conference rooms, virtual meetings, corporate events, and presentations. This includes:
      1. Ensure proper setup, maintenance, and troubleshooting of video conferencing systems, projectors, digital displays, microphones, and other A/V equipment.
      2. Train and assist staff in the effective use of A/V technology for meetings and events.
      3. Research and recommend A/V technology upgrades and best practices to improve the user experience.
6. Leadership & Team Supervision
   1. Supervise the IT Support Manager, Senior Applications Administrator, and IT Procurement and Licensing Specialist.
   2. Set clear performance goals, provide regular feedback, and foster professional development.
   3. Ensure alignment between IT operations and broader IT strategy and business objectives.
       
       

QUALIFICATIONS

Education: 

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Experience: 

1. 8 years of experience in IT operations, service management, or IT support, with at least 3 years in a leadership role

Skills and Abilities:

1. Strong understanding of help desk operations and IT support processes
2. Demonstrated commitment to exceptional customer service
3. Experience managing IT procurement, vendor negotiations, and asset lifecycle management
4. Experience with budgeting, including cost control and financial forecasting for IT Operations
5. Familiarity with A/V technologies, video conferencing platforms, and enterprise collaboration tools
6. Proven ability to lead technical teams, manage projects, and drive operational efficiency
7. Excellent communication, problem-solving, and decision-making skills
8. Knowledge of financial services or regulated industries is a plus
9. Appreciation for the Everence FAITH values and support of the Everence mission 
    

SUPERVISORY RESPONSIBILITIES: Yes
SCHEDULE: Full-time