Overview

Our client is seeking an experienced Director of IT Operations to join us to manage the delivery of our Managed Services and Professional Services to exceed our client’s expectations. As our head of Operations, you will manage a team of 20 employees and play a critical role in the overall growth of the company. You will be a valued member of the leadership team, and as such will own all technical services processes and systems and will contribute to the strategy behind technology services and overall customer satisfaction.

This position oversees day-to-day infrastructure and user support activities and is responsible for long-term strategic initiatives, budgeting and project execution to align with the company’s goals and objectives. This position will continually improve our IT Infrastructure standards, policies, processes, and procedures to ensure stability and security of our IT environment and will be responsible for our product/service roadmap and execution. This individual will work with the CEO and CRO to identify new technical solutions to enhance our client services and product portfolio. These solutions will drive key initiatives that support sustainable business growth, while ensuring operational control of technology activities.

As with all leadership positions, this role is a hands-on player/coach position. You must be comfortable with developing strategy while at the same time managing tactical execution, and everything in between.

Responsibilities

  • Lead and develop a team of managers and individual contributors to obtain outstanding success, achieving team and individual KPI’s, and scale the business while preserving the quality of our service products; ensure the Operations team meets customer SLAs in a cost-effective manner.

  • Actively participate as a key member of our leadership team and help to define business and operational strategy for success of the company.

  • Develop processes and manipulate supporting systems (PSA/RMM) to gain efficiencies, improve the quality of our delivery, and reduce pressure on technical staff.

  • Actively engage existing clients to ensure quality of services and customer retention.

  • Provide sales support to convey strength, value, and credibility to help convert prospective clients.

  • Participate in budgetary planning and operations management; manage Operations budget to meet target company margin goals; provide cost-effective management and simplification of the company’s portfolio of technologies and operational processes.

  • Work closely with CRO and CSO to evaluate and strategically develop improvements for technology solutions to increase revenue and provide an improved client experience; bring market and industry insights to product and platform strategy.

  • Participate in the development of corporate strategy, policies and processes.

  • Assess and communicate risks associated with IT systems while developing and executing on risk mitigation plans. Help drive adoption of technology and processes through training and consensus building.

  • Review and refine operational reporting and use resulting data to continually seek new efficiencies and advantages; continuously improve cost performance while introducing new IT functionality and innovation.

  • Ensure IT systems and operations adhere to applicable laws and regulations, including PCI and HIPAA compliance.

  • Work to continually develop each team member to create a high performing, effective and “customer first” Operations team; commit to working together as one team, exceed service expectations by developing positive and collaborative relationships.

Experience

  • Experience managing a team of greater than 20 engineers and technicians

  • Experience developing and instituting business process and supporting systems

  • Experience managing strategic technology partnerships

  • 3+ years experience working as Director of IT Ops

  • 5+ years experience with budgeting

  • 5+ years working for a Managed Service Provider strongly preferred

  • Prior Sales support experience

Skills

  • Exceptional interpersonal skills

  • Analytical and data driven decision making skills

  • Exceptional technical aptitude

  • Solid writing and presentation skills

  • Director level math ability and understanding of financial reports

– provided by DiceTracking

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