Director of IT Operations

Role Overview

• Collaborate with specialist teams to develop and execute the company's technology, security, and AI strategy, including technology roadmap development and continuous improvement initiatives.
• Oversee all IT operations including Helpdesk/Service Desk, Systems Operations, Infrastructure/Network Operations, and End-user Computing/Device Management.
• Lead incident, problem, and change management processes, ensuring timely resolution of issues and minimal business disruption.
• Provide hands-on involvement in complex technical issues, system troubleshooting, and architecture decisions while mentoring team members.
• Coordinate deployment of IT projects including hardware, software, AI/ML solutions, and services in partnership with specialist teams.
• Partner with specialist teams to evaluate and integrate AI, machine learning, and automation technologies while maintaining adherence to governance frameworks and security practices; ensuring ethical, compliant use across the organization.
• Lead cross-functional security vulnerability management initiatives.
• Participate in and provide compliance audit responses for SOC2, CMMC, and other requirements as defined by GuidePoint's Corporate Information Security Department.
• Develop and maintain business continuity plans, disaster recovery strategies, and IT asset/license management programs.
• Participate in vendor selection, negotiation, and management for outsourced services, applications, and platforms.
• Establish and monitor SLAs and KPIs, providing regular executive reporting on operational metrics and performance.
• Manage IT operations budget, cost optimization, capacity planning, and risk mitigation strategies.
• Ensure comprehensive documentation of all IT procedures, processes, policies, and AI use cases.
• Supervise recruitment, development, and retention of IT operations teams while aligning with personnel policies.
• Other duties as assigned

Requirements

• Exceptional communication and collaboration skills with proven ability to work effectively with technical specialists, business stakeholders, and executive leadership.
• Hands-on technical expertise with ability to dive into complex technical problems and provide guidance to engineering teams.
• Experience managing Helpdesk, SysOps, Infrastructure/Network Operations, and end-user computing environments.
• Experience managing dynamic cloud environments and virtualized environments (e.g., AWS, Azure, VMware).
• Strong understanding of ITIL processes including incident, problem, change, and service request management.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and monitoring platforms.
• Demonstrated experience with AI/ML platforms (e.g., Amazon Bedrock, Google Gemini, Azure AI, OpenAI) and knowledge of AI security, governance, and compliance considerations.
• Expertise in implementing SaaS applications, including AI-powered productivity and security tools.
• Strong background in Identity and Access Management.
• Experience participating in and providing evidence to support Corporate Information Security in compliance initiatives (SOC2, CMMC).
• Proven experience managing IT budgets, vendor relationships, contract negotiations, and capacity planning.
• Experience in project management, system implementation, and coordinating pilot programs
• Proven track record analyzing complex problems and proposing innovative solutions using data-driven approaches.
• Demonstrated leadership style with strong team management capabilities and technical mentorship skills.
• Highly self-motivated and detail-oriented with ability to balance strategic priorities and tactical execution.

Tech Stack

• AWS
• Azure
• Cloud
• ITSM
• ServiceNow
• VMware

Benefits

• Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family options)
• Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
• 12 corporate holidays and a Flexible Time Off (FTO) program
• Healthy mobile phone and home internet allowance
• Eligibility for retirement plan after 2 months at open enrollment
• Pet Benefit Option