Director, IT Operations

Role overview

A director-level position leading IT Operations within the engineering organization of a large technology company, responsible for keeping a workforce of more than 4,000 employees productive and supported. Reporting to senior IT leadership, the role oversees three core functions—IT Support, IT Logistics, and AV & Executive Support—through three direct-report managers and a team of around twenty people, with a mandate to evolve a traditionally reactive service desk into a proactive, innovation-led organization.

Responsibilities

- Lead the IT Operations organization across IT Support, IT Logistics, and AV & Executive Support through three direct-report managers, sustaining a culture of stability and service excellence - Set the strategic vision and operating model for the function, aligning priorities with broader company objectives and using data-driven reporting to guide decisions on service performance - Roll out next-generation IT support that meets employees inside the tools they already use, including AI-powered conversational interfaces, to shorten resolution times and reduce friction - Manage the complexity of international IT logistics—shipping, provisioning, and hardware setup—so that expansion outside North America remains seamless - Partner with Executive Leadership, Workplace & Facilities, and Enterprise Security to deliver cohesive IT services and raise the bar on corporate security standards - Identify and ship at least one industry-leading initiative per year that addresses end-user needs, ranging from onboarding speed to agent-based support tooling

Requirements

- Demonstrated success leading a large, multi-disciplinary IT operations team covering IT support, logistics, and AV or executive support at a mid-to-large technology company - Experience managing teams of 20 or more across multiple IT functions, with direct oversight of managers and a track record of hiring, developing, and retaining talent - Budget ownership experience at scale, including IT budgets of $5M or more covering hardware, licensing, and vendor spend - Track record of leading organizational change and building a strategic vision rather than only executing existing playbooks - Authentic, transparent leadership style with demonstrated ability to build trust-based relationships with direct reports, peers, and senior stakeholders including the executive team

Nice to have

- Familiarity with corporate engineering tooling such as identity platforms, workplace productivity suites, collaboration tools, and internal knowledge management systems - Experience guiding IT operations through a significant company transition such as an IPO, rapid headcount growth, M&A, or international expansion - Hands-on experience integrating AI or automation tools into IT service delivery and end-user support workflows

Benefits and work setup

- Remote-eligible under a flex-first policy, with in-office expectations for this role - New hire equity grant plus annual refresh grants - Market-competitive compensation and benefits; base pay range of $215,000–$227,000 USD listed for one primary office location