Director of IT Operations

Salary: $100,000 - $120,000 Location: New Paris, Indiana 46553

POSITION SUMMARY Responsible for the leadership and oversight of IT Operations, including service delivery, ITIL-based service management, compliance with regulatory and internal standards, and strategic alignment of technology services. This role ensures that IT services, processes, and infrastructure effectively support the organization's operational and compliance needs while promoting continuous improvement and operational excellence. Collaborates with IT leadership to define the direction for IT service operations, emphasizing security, regulatory compliance, IT governance, and efficient service delivery aligned with business objectives.

RESPONSIBILITIES AND DUTIES

Strategic IT Operations Leadership

Serve as a key member of the IT leadership team, contributing to the development and execution of enterprise-wide IT strategies.

Lead the IT Operations team to align with organizational goals, security policies, and compliance standards.

Drive the adoption and maturity of ITIL practices to enhance service delivery, operational stability, and accountability.

Champion continuous improvement by identifying process gaps, implementing automation, and aligning operations with emerging industry best practices.

Ensure IT operations are resilient, cost-effective, and adaptable to changing business and regulatory requirements.

IT Service Management & Compliance

Oversee all aspects of IT Service Management (ITSM), including incident, problem, change, and configuration management, using ITIL frameworks.

Establish and maintain IT policies, procedures, and standard operating practices in line with regulatory frameworks (e.g., SOX, HIPAA, PCI-DSS) and internal audit requirements.

Monitor service delivery performance, ensuring adherence to service level agreements (SLAs) and compliance KPIs.

Partner with information security, legal, and audit teams to maintain governance, risk, and compliance (GRC) initiatives within IT Operations.

Lead internal and external audits related to IT operations and ensure remediation of findings.

IT Operations & Infrastructure Oversight

Manage day-to-day IT operations, ensuring availability, reliability, and performance of critical systems and services.

Drive operational efficiency through effective monitoring, incident resolution, root cause analysis, and capacity planning.

Collaborate with cybersecurity and infrastructure teams to support system integrity, availability, and security compliance.

Maintain business continuity and disaster recovery readiness for operational systems.

End-User Support & Service Delivery

Lead the Service Desk and support teams to deliver high-quality, responsive, and customer-focused IT support.

Develop metrics and dashboards to monitor performance in ticket resolution, end-user satisfaction, and service quality.

Identify and implement tools and processes to improve end-user experience, self-service capabilities, and support responsiveness.

Act as an escalation point for high-impact incidents and ensure effective incident communication and resolution.

IT Asset Management & Procurement

Oversee IT procurement lifecycle including hardware, software, and licensing with a focus on compliance, budget alignment, and vendor accountability.

Maintain accurate asset inventories and enforce lifecycle management policies to ensure licensing compliance and cost control.

Manage vendor relationships, contract negotiations, and SLA adherence for key IT suppliers and service providers.

Collaborate with finance and legal teams to align procurement with organizational standards and controls.

Leadership & Team Management

Supervise team members including the IT Support Manager, Senior Applications Administrator, and IT Procurement and Licensing Specialist.

Foster a high-performance culture with clear goals, accountability, and continuous learning.

Provide coaching and professional development opportunities to strengthen team capabilities in IT operations and service management.

Ensure team alignment with organizational compliance policies and operational objectives.

QUALIFICATIONS

Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Experience: 8+ years of experience in IT operations, service management, or infrastructure support.

Minimum of 3 years in a leadership or management role within IT operations.

Experience implementing or managing ITIL frameworks and ITSM platforms (e.g., ServiceNow, Freshservice, Jira Service Management).

Familiarity with compliance standards and audits in regulated industries.

Skills and Abilities: Deep understanding of ITIL processes and operational best practices.

Strong leadership in managing cross-functional IT teams and vendors.

Excellent communication and stakeholder management skills.

Proven ability to manage complex operational environments and drive improvements.

Experience with IT asset management, procurement processes, and vendor oversight.

Knowledge of regulatory compliance frameworks relevant to IT.

Strong analytical and problem-solving skills.

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