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IT Operations Director
Location
United States
Posted
81 days ago
Salary
$100K - $125K / year
Seniority
Lead
Job Description
IT Operations Director
Sentinel Blue
• Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review. • Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime. • Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers. • Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices. • Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions. • Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks. • Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives. • Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication. • Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed. • Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support. • Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence. • Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency. • Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.
Job Requirements
- U.S. citizenship - by nature of our work with the defense industry, all employees must be eligible for a Secret clearance.
- 5–10 years of experience in IT operations, service delivery, infrastructure engineering, or IT leadership roles.
- Proven experience managing Service Desk, Tiered Support Models, and escalation workflows.
- Hands-on experience with infrastructure technologies such as Windows 11, Windows Server, macOS, Microsoft 365, Azure, virtualization platforms, and enterprise networking.
- Demonstrated ownership of operational metrics such as SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket volume reduction.
- Experience implementing or improving ITIL-aligned processes including incident management, change management, problem management, and knowledge management.
- Ability to lead teams, make decisions under pressure, assign priority appropriately, and maintain operational discipline.
- Experience deploying and enforcing secure baseline configurations across client environments.
- Strong communication skills, with the ability to clearly report status, escalate risks, and translate technical issues into business impacts.
- Ability to manage multiple initiatives simultaneously while driving tasks to completion through structured workflows.
- CompTIA Security+ certification is required in the first 2 months of hire.
Benefits
- Fully paid individual healthcare, vision and dental insurance for the employee.
- Paid certification and training opportunities.
- Three weeks of paid vacation + 10 paid holidays.
- A supportive environment with a focus on keeping healthy work-life balance.
- Retirement benefit (401k) with company match.
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