Job Title : Director of IT Operations
Department : Managed IT Services
Reports to : Vice President of Services
Location : Norcross, GA
Date : 12 / 27 / 2024
Position Overview
The Director of IT Operations at Milner Technologies is a senior leadership role responsible for managing and optimizing the delivery of IT services to clients in a managed services provider (MSP) environment. This role oversees helpdesk operations, vendor management, procurement, project management, and client satisfaction, ensuring seamless IT operations and service excellence.
The ideal candidate is a results-driven leader with a strong technical background, exceptional communication skills, and a proven track record in managing IT teams and operations in a fast-paced MSP environment.
Key Responsibilities
Operational Leadership
- Oversee the daily operations of the IT Helpdesk, ensuring timely resolution of client issues and alignment with SLAs.
- Develop and implement IT operational policies and procedures to optimize efficiency, quality, and client satisfaction.
- Ensure 24 / 7 operational availability and responsiveness for critical client systems and infrastructure.
Vendor and Procurement Management
Manage vendor relationships to negotiate contracts, ensure service quality, and control costs.Oversee IT procurement processes, ensuring timely delivery of hardware, software, and other resources.Project Management
Lead the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and budget.Collaborate with cross-functional teams to implement new technologies and services that meet client needs.Client Experience and Satisfaction
Build and maintain strong relationships with clients, acting as a trusted advisor for their IT needs.Monitor and improve client satisfaction metrics, addressing concerns proactively to ensure high retention rates.Performance Metrics and Reporting
Define, track, and report key performance indicators (KPIs) for IT operations, including SLA adherence, response times, and resolution rates.Use data-driven insights to continuously improve operational performance and client outcomes.Team Leadership and Development
Manage the recruitment, training, and professional development of IT operations staff, fostering a high-performance culture.Conduct regular performance reviews and provide coaching to enhance team capabilities.Strategic Planning and Innovation
Contribute to the development of the IT strategy to align with company goals and market trends.Stay informed on emerging technologies and industry best practices to recommend innovations that improve efficiency and service delivery.Education & Certification Requirements
Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.Certifications such as ITIL, PMP, or Microsoft / Cisco certifications preferred.Experience Requirements
10 years of IT experience, with at least 5 years in a leadership role within an MSP environment.Proven experience managing IT teams and operations, including helpdesk and infrastructure support.Strong technical knowledge of IT systems, networks, cloud solutions, and cybersecurity.Demonstrated ability to manage multiple projects simultaneously and deliver high-quality outcomes.Skills and Competencies
Excellent problem-solving and decision-making skills in a dynamic and fast-paced environment.Strong interpersonal and communication skills to engage with clients, vendors, and internal teams effectively.Proficient in ITSM tools and project management software.Exceptional organizational skills and attention to detail.Work Environment
Primarily office-based, with flexibility to work remotely or on-site as required.May require occasional travel to client locations or vendor meetings.Special Requirements
Availability for on-call support during critical incidents or emergencies.Ability to adapt and thrive in a rapidly changing IT landscape.
