Director, IT Operations

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, IT Operations based in the United States.** This is a senior IT leadership role responsible for keeping a large, distributed workforce productive, connected, and well supported. You’ll lead three core functions spanning IT Support, IT Logistics, and AV & Executive Support through a team of managers and approximately 20 employees. The role combines strategic vision, operational excellence, people leadership, financial accountability, and technology innovation. You’ll help transform IT from a reactive support function into a proactive, data-driven, innovation-led organization. A major focus will be integrating AI and automation into employee support while solving the operational complexity of international hardware logistics. You’ll work closely with executive leadership, workplace teams, security, and engineering-adjacent stakeholders to deliver secure, seamless employee experiences. ### ### Accountabilities: - **IT Operations Leadership:** Lead the IT Operations organization across IT Support, IT Logistics, and AV & Executive Support through three managers, maintaining a high-performing culture and consistently strong service delivery. - **Strategic Vision & Operating Model:** Define the strategic direction and operating model for IT Operations, aligning priorities with broader organizational objectives and establishing a data-informed approach to service performance, decision-making, and leadership reporting. - **AI-Powered Support:** Introduce next-generation IT support experiences within the tools employees already use, leveraging AI-powered interfaces and automation to reduce friction, improve resolution times, and modernize enterprise support. - **International IT Logistics:** Develop scalable approaches to hardware provisioning, shipping, inventory, and employee logistics as the organization continues expanding internationally. - **Cross-Functional Partnership:** Collaborate with Executive Leadership, Workplace & Facilities, Enterprise Security, and engineering-adjacent teams to deliver seamless IT services while maintaining strong corporate security standards. - **Innovation:** Identify and implement high-impact initiatives that improve the employee experience, with a focus on areas such as onboarding efficiency, automated support, and agent-based IT tooling. - **People Leadership:** Hire, develop, coach, and retain a high-performing multidisciplinary team while providing effective leadership through direct-report managers. - **Financial Management:** Own and manage a significant IT Operations budget, balancing hardware, licensing, vendor, and operational investments against business priorities. - **Organizational Change:** Lead IT Operations through periods of growth, transformation, international expansion, and evolving technology requirements. - **Executive Stakeholder Management:** Build trusted relationships with senior leaders and communicate operational performance, strategic priorities, risks, and opportunities clearly to executive and C-suite stakeholders. ### Requirements - **Leadership Experience:** Proven experience leading a large, multidisciplinary IT Operations organization spanning at least two of the following areas: IT Support/Helpdesk, IT Logistics, Audio Visual Support, or Executive Support. - **Team Management:** Experience managing teams of 20 or more employees across multiple IT functions, including direct oversight of managers and a demonstrated ability to hire, develop, and retain strong talent. - **Budget Ownership:** Experience managing IT budgets of $5M or more, including hardware, software licensing, vendors, and related operational expenditures. - **Technology Environment:** Experience leading IT Operations within a mid-sized to large technology organization, preferably in a fast-growing or globally distributed environment. - **Transformation & Innovation:** Demonstrated ability to create and implement new operating models, lead organizational change, and drive innovation rather than simply maintaining established processes. - **AI & Automation:** Hands-on experience applying AI or automation technologies to IT service delivery, employee support, workflows, or operational processes is preferred. - **Corporate IT Tools:** Familiarity with enterprise tools such as Okta, Google Workspace, Slack, and Risotto, as well as the technical concepts needed to collaborate effectively with engineering-adjacent teams. - **Growth & Change:** Experience leading IT Operations through significant organizational transitions such as rapid headcount growth, international expansion, mergers and acquisitions, or an IPO is an advantage. - **Strategic Leadership:** Strong ability to define vision, establish priorities, make data-informed decisions, and connect IT Operations strategy to broader organizational objectives. - **Executive Presence:** Authentic, transparent leadership style with a proven ability to build trust and credibility with direct reports, peers, senior executives, and C-suite stakeholders. - **Communication:** Excellent written and verbal communication skills, with the ability to explain complex operational topics clearly and influence stakeholders across the organization. - **Ownership & Adaptability:** Comfortable operating in dynamic environments, navigating ambiguity, making independent decisions, and balancing immediate operational needs with long-term strategic priorities. ### Benefits - **Base Salary:** USD $215,000–$227,000 for successful candidates based in San Francisco, California. Compensation varies by work location, experience, qualifications, and role level. - **Equity:** Eligible for a new-hire equity grant as well as potential annual refresh grants. - **Remote Flexibility:** Flex First work model that allows employees to choose where they do their best work, including from home, an office, or another suitable location, while maintaining connection through regular in-person events. - **Competitive Total Rewards:** Market-competitive compensation and benefits tailored to the employee’s location. - **Leadership Impact:** Opportunity to lead a critical IT Operations organization supporting a large, distributed workforce and influence the future of enterprise employee technology. - **AI & Innovation:** Direct opportunity to modernize IT support through AI, automation, and emerging technology. - **Global Scope:** Exposure to international expansion, distributed operations, and complex technology and logistics challenges. - **Career Growth:** Senior-level leadership opportunity with significant ownership across people, operations, technology, budget, and organizational transformation. - **Collaborative Environment:** Close partnership with executive leadership, security, workplace, facilities, and engineering-adjacent teams. - **Flexible Work Culture:** A work environment designed to support different working styles while encouraging meaningful in-person connection and community building.