Director, IT Operations

This is a remote position. Director of IT Operations About the Role The Director of IT Operations is responsible for the day-to-day delivery, reliability, and security of the company's IT environment. This leader owns the people, processes, and technology behind change management, the service desk, end-user support, infrastructure operations, and operational security. Reporting to the CIO/VP of Technology, the Director of IT Operations sets the standard for operational discipline, audit readiness, and service quality across the organization. This is a hands-on leadership role for someone who has built operational programs from the ground up, who can sit equally well in a Change Advisory Board, an executive readout, or a Sev 1 bridge call, and who measures success in uptime, audit findings, ticket SLAs, and team development. Key Responsibilities Change Management & Governance Own the enterprise change management program, including policies, workflows, and approval gates for all production changes. Chair the Change Advisory Board (CAB), facilitating risk review, implementation readiness, rollback planning, and final approval of change requests.∙Ensure 100% compliance on deployment plans, test evidence, rollback procedures, and post-change validation for every production change.∙Maintain complete audit trails and documentation in the ticketing system (e.g., Jira, ServiceNow) to support internal and external audits. Help Desk & End-User Support Lead the IT service desk and end-user support function, setting SLA targets for response, resolution, and customer satisfaction. Oversee employee onboarding/offboarding, device provisioning, access management, and lifecycle support for laptops, peripherals, and software.∙Drive continuous improvement in ticket quality, first-contact resolution, knowledge base coverage, and self-service capability. Develop tiered support structure (Tier 1 through Tier 3) with clear escalation paths and ownership. Incident & Problem Management Own t