IT Operations Director

Here are some examples of what separates this role from a support engineer:

• FinOps Pipeline: Design and implement (using your team of 4 and consultants as necessary) an automated financial operations pipeline—ingesting data into a data warehouse, and building actional dashboards to replace manually reconciled spreadsheets. Own spend tracking, projection, and reporting.

• Operational Excellence: Expand beyond automated on/offboarding to full lifecycle SaaS management—vendor contract storage, invoice alerting, renewal notifications, Shadow IT detection, and integration with the FinOps pipeline.

• End-to-End Security & Resilience: Formalize backup and disaster recovery procedures across enterprise platforms. Design and lead intentional restore drills. Build documentation and evidence of resilience testing. Manage endpoint protection, DLP policy tuning, and AI app governance.

• Rapid HR Pipeline (Sourcing to Onboarding): Take the lead on the IT-to-People Ops onboarding pipeline. Own the technology handshake from recruitment through Day 1—ensuring provisioning, welcome communications, equipment logistics, and system access are seamless and internally driven rather than vendor-dependent.

• Division Onboarding: Lead the technology integration of newly acquired or merged divisions (e.g., migrate teams onto Lemnis Google Workspace, Slack, Jira/JSM, 1Password, laptops, and IT Help Desk portal).

• Onboarding Playbook Elevation: Redesign and maintain the employee technology onboarding playbook to be best-in-class—automated where possible, clear where manual, and consistently executed regardless of which team member runs it.

• Workflow Design & Automation: Design JSM workflows, Trelica automations, Jira automation rules, and cross-platform integrations that reduce toil. Examples: automated vendor security screening handoffs between Procurement and IT, automated App Catalogue request-to-provisioning pipelines, onboarding/offboarding runbooks with minimal manual steps.

You'll be expected to perform—and be proficient in—the same work our IT Support Engineers handle daily:

• Account & Access Management: Provision and deprovision user accounts across Google Workspace, Entra ID, 1Password, Salesforce, Zoom, Slack, Jira, Confluence, and other SaaS platforms

• Employee Onboarding & Offboarding: Execute end-to-end onboarding (G-Suite, IDP, laptops, Slack, Zoom, Jira/Confluence, 1Password) and offboarding (account suspension, data transfer/delegation via GAM, laptop returns, access revocation)

• Help Desk Triage & Resolution: Actively work the IT Help Desk queue—Google Drive sharing issues, calendar access, email deliverability, SSO troubleshooting, DLP incidents, hardware problems, VPN/international access, locked accounts, software licensing (Adobe Pro, etc.)

• Endpoint Management: Laptop provisioning, hardware repairs/replacements, device enrollment (Intune/Entra), peripheral procurement

• Email & Communication Systems: Manage Google Groups, distribution lists, unsubscribe email configurations, Gmail allowlisting, and calendar delegation

• Telephony & Conferencing: Administer Zoom and Vonage environments, including licensing, recording access, and integration with other platforms (HubSpot, Calendly)

• Security Operations: Respond to phishing reports, manage the security mailbox, enforce DLP warning rules, handle Shadow IT detection, and support vendor security screenings (HECVAT, security questionnaires)

• Manage and mentor 3 IT Support Engineers; ensure coverage, quality, and professional development

• Own SLA performance across the IT Help Desk

• Establish and maintain IT policies and SOPs (data retention, international travel access, laptop lifecycle, local admin, security protocols)

• Manage the IT budget in coordination with Finance—software renewals, hardware procurement, and contractor/vendor spend

• Serve as the primary IT liaison to People Operations, Legal, Finance, and Security

• Drive vendor relationships (MSPs, SaaS providers, telephony vendors) proactively rather than reactively

Required:

• 10+ years in IT operations, with at least 3 years in a leadership role managing both people and systems

• Deep, hands-on proficiency with Google Workspace (Admin Console, GAM, Groups, Drive, Gmail), Microsoft Entra ID / M365, and modern IdP platforms

• Experience managing SaaS environments at scale (provisioning, licensing, SSO configuration, lifecycle management)

• Strong background in endpoint management (Intune, NinjaRMM, or similar MDM/RMM)

• Demonstrated ability to design and ship IT automations and workflows (Jira Automation, Trelica, Zapier, scripting, or equivalent)

• Experience with FinOps, IT budgeting, or vendor spend management

• Working knowledge of security fundamentals: DLP, endpoint protection, backup/DR, vendor risk assessments

• Experience onboarding acquired companies or new divisions onto a shared technology stack

• ITSM experience using Jira Service Management (JSM), Zendesk, or equivalent platform

• Clear communicator—comfortable creating documentation, SOPs, and training materials