Director of IT Services Operations

Posted on: 07-05-2025

Description:

Job Description:

Overview

JOB SUMMARY: The Director of IT Services Operations is the senior leader responsible for end-to-end delivery and continual improvement of designDATA’s customer-facing Service Desk and 24×7 Network Operations Center (NOC). Reporting to the Chief Operations Officer, the role sets the operational vision, establishes service strategy, and drives a high-performance culture that maximizes system uptime, user satisfaction, and business value.
Responsibilities
 
Leadership & Strategy 

• Own the ITIL/ITSM framework for incident, request, change and problem management.

Lead and mentor Service Desk Supervisors, setting performance expectations and ensuring alignment with organizational goals. 

• Define and enforce service delivery standards, policies, and procedures to ensure consistent client experience.
• Drive service innovation by identifying opportunities to enhance processes, tools, and team capabilities.
• Drive ITSM toolset selection, automation, and AI-ops initiatives.
• Own the operating and capital budgets for Service Desk & NOC, including vendor contracts, licenses, telecom links, and maintenance renewals.
• Ensure adherence to IT Best practices and SOC 2 controls.
• Coordinate with cybersecurity, legal, and audit teams on DR/BCP exercises, vulnerability remediation, and regulatory reporting.

Operational Oversight 

• Direct 24×7 monitoring, event triage, and major-incident command across data-center, cloud, network, voice, and security platforms.
• Monitor daily operations, ensuring service desk teams meet SLAs, CSAT goals, and call/ticket response standards.
• Oversee resource allocation across teams, optimizing workload balance, tier alignment, skillsets, and availability.
• Review and act on performance dashboards (daily/weekly/monthly), using data to drive operational improvements.
• Address capacity and staffing issues by reallocating resources or escalating needs to senior leadership.
• Ensure effective ticket triage, escalation, dispatch, and follow-up procedures are executed by supervisors and their teams.
• Support escalated incidents as an executive point of contact and ensure proper incident management.

Quality & Continuous Improvement 

• Ensure quality assurance practices are consistently performed across calls and tickets.
• Champion a culture of accountability, follow-through, and proactive communication with clients.
• Analyze sub-par CSAT responses to identify root causes and implement corrective actions.
• Identify recurring support issues and drive updates to knowledge bases, workflows, or training.

Team Development

• Lead, mentor, and develop a team of managers, engineers, analysts, and technicians (~30–50 Staff members across Service Desk & NOC).
• Partner with HR and Service Desk Managers to support hiring, training, and performance development plans.
• Foster a high-performance culture of accountability through mentoring, coaching, and team recognition.
• Participate in performance reviews, provide input on team member growth, and support succession planning.

Client & Stakeholder Engagement 

• Serve as a senior point of contact for escalations from clients, Project Managers, or Service Desk Supervisors.
• Ensure clear and consistent communication with clients, managing expectations and aligning service delivery.
• Lead incident communications and post-incident reviews with internal teams and clients.

Qualifications

QUALIFICATIONS:

• Bachelor’s degree preferably in information technology management or related field; experience can substitute as equivalent. MBA in management in the technology industry is desirable.
• 10+ years of progressive IT experience and a minimum of 5 years leading departments.
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.

CERTIFICATIONS:

• PMP, ITIL - required

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities.
 
 REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
 
 PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
 
 PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.
 
 We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.
 
 We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available . For questions on the job posting contact (781) 312-8005.
 
 If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at .

-------------

Remote Yoyota – Find Your Ideal Job Here.

Discover top job opportunities for 2025 on our platform. Remote Yoyota connects you to the best global and remote job openings available for applications. We also keep you updated on public sector recruitment opportunities for 2025 and much more.

Tags: Remote Yoyota, Remote Yoyota 2025, global jobs, remote jobs, remote jobs 2025, remote jobs near me, part time remote jobs, remote data entry jobs, amazon remote jobs, ai jobs, international recruitment, online job portal, worldwide job search, remote career, 2025 job vacancies, public sector jobs, global opportunities, find your job, remote hiring, robert half, indeed, careerjet, remoteok

Company: Doyon Limited

Email or application link: https://www.careerjet.com/jobad/usaf42d8fd32921f41c0fb073ca6d8ff9b