Director, Corporate Technical Operations (Corporate Systems)

Accommodations Plus International•Markham, ON

1d•CA$140,000 - CA$160,000•Hybrid

About The Position

The Director of Technical Ops – Corporate Systems is a senior IT leader responsible for the reliability, performance, and continuous improvement of API's internal technology applications. This leader oversees all aspects of corporate IT operations, including helpdesk and end-user support, employee hardware lifecycle management, corporate systems administration, and the tools and processes that keep our global workforce productive every day. Operating across our global locations, the Director will manage and develop geographically distributed IT support and systems teams, setting clear service standards and fostering a culture of responsiveness, accountability, and employee-first service delivery. This role requires a seasoned IT operations leader who brings deep experience in enterprise support environments, strong people management skills, and the ability to align internal technology services with the needs of a growing, globally distributed organization.

Requirements

Proven leadership ability with experience building, scaling, and retaining high-performing IT operations teams across multiple geographies and time zones
Strong service-delivery orientation with a genuine commitment to employee experience; sets high standards for helpdesk responsiveness, communication quality, and issue resolution
Executive presence and communication skills; able to translate IT operational metrics and investment needs into clear, compelling narratives for C-suite stakeholders and non-technical audiences
Skilled at leading geographically distributed teams; experienced navigating the logistical and interpersonal dynamics of cross-timezone collaboration between US and India-based staff
Data-driven approach to operations management; uses helpdesk metrics, asset data, and service performance KPIs to identify trends, prioritize investments, and report on team effectiveness
Strong financial acumen with experience managing IT operations budgets covering hardware procurement, software licensing, and staffing, with a track record of cost-effective resource allocation
Highly organized with strong process discipline; skilled at building repeatable, scalable IT workflows that reduce manual effort and improve consistency across a growing organization
Collaborative partner who works effectively across HR, Finance, Legal, and business teams to ensure internal IT services anticipate and meet organizational needs
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; Master's degree or MBA preferred; equivalent experience will be considered
15+ years of progressive experience in IT operations or corporate technology roles, with at least 5 years in a senior director-level or equivalent leadership role managing IT support and systems teams
Demonstrated experience managing geographically distributed IT teams across multiple countries, with specific experience overseeing support staff in India strongly preferred
Extensive hands-on experience owning and managing corporate helpdesk operations, including ITSM platform administration, SLA management, and service performance reporting
Deep experience managing employee hardware lifecycle programs including procurement, asset tracking, MDM/endpoint management, and hardware refresh planning at scale
Strong expertise in Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and OneDrive, as well as identity management with Azure AD / Entra ID, SSO, and MFA in an enterprise environment
Proven track record administering and managing a corporate SaaS application portfolio, including license management, user provisioning workflows, and vendor oversight
Experience enforcing endpoint security standards including patch management, EDR platforms, disk encryption, and device configuration management
Demonstrated experience managing IT operations budgets covering hardware, software licensing, and staffing, with a track record of accurate forecasting and cost management
Experience supporting compliance and audit requirements (SOC 2, ISO 27001, GDPR, or equivalent) as they relate to internal IT systems and access controls

Nice To Haves

Experience leading IT operations at a SaaS or cloud-native technology company supporting a globally distributed workforce
Familiarity with IT service management concepts and best practices; formal ITSM certification (ITIL Foundation or equivalent) is a plus but not required
Experience leading office build-outs or large-scale office technology refresh projects across multiple locations
Knowledge of network administration fundamentals including LAN/WAN, Wi-Fi, VPN, and DNS/DHCP in a corporate office environment
Experience with Ping Identity (PingOne, PingFederate, or PingAccess) as the preferred identity provider platform; experience with Okta or Azure AD in a multi-application SSO environment also considered
Familiarity with procurement and vendor management processes, including hardware purchasing programs (Dell, Apple, Lenovo, or equivalent) and software licensing agreements
Experience working in travel technology, hospitality, or other high-growth, customer-facing SaaS environments
Demonstrated experience building or maturing IT onboarding and offboarding programs in partnership with HR and People Operations teams

Responsibilities

Lead, mentor, and develop distributed IT operations teams across global locations fostering a collaborative, service-oriented culture that bridges time zones and delivers a consistent employee experience globally
Define team structure, staffing levels, roles, and career development frameworks for helpdesk technicians, desktop support engineers, and systems administrators across both locations
Establish clear goals, KPIs, and performance expectations for the IT operations organization; conduct regular performance reviews and provide ongoing coaching and feedback
Partner with HR and talent acquisition to recruit and retain skilled IT support professionals; build a team capable of scaling to meet growing organizational demand
Foster a customer-service culture within the IT team, setting expectations for responsiveness, communication quality, and employee satisfaction across all support interactions
Facilitate cross-functional collaboration between IT operations and HR, Finance, Legal, and business teams to anticipate technology needs and deliver solutions proactively
Own the global helpdesk function end-to-end, including service desk operations, ticket management, escalation procedures, SLA definitions, and performance reporting for all API locations
Administer and continuously improve the IT service management (ITSM) platform (Jira Service Management or equivalent), ensuring ticketing workflows, categorization, and reporting meet organizational needs
Define and enforce helpdesk SLAs and response time targets; monitor queue performance, ticket aging, and resolution rates, and drive continuous improvement initiatives to reduce mean time to resolution (MTTR)
Establish and maintain a comprehensive, searchable knowledge base and self-service portal to reduce repeat ticket volume and empower employees to resolve common issues independently
Oversee multi-tier support workflows, ensuring clear escalation paths and effective knowledge transfer between support levels
Develop and report on helpdesk metrics and employee satisfaction scores (CSAT) to executive leadership; use data to identify systemic issues and prioritize improvements
Manage on-call and after-hours support coverage across time zones to ensure critical support needs are addressed outside standard business hours
Own the full lifecycle of employee hardware including procurement, provisioning, deployment, tracking, maintenance, refresh, and secure decommissioning for laptops, desktops, mobile devices, peripherals, and other end-user equipment
Develop and maintain a hardware refresh strategy and multi-year capital plan, ensuring employees in all locations are equipped with current, standardized, and reliable devices
Administer mobile device management (MDM) and endpoint management platforms (such as Jamf, Microsoft Intune, or equivalent) to enforce security policies, manage configurations, and support remote provisioning and wipe capabilities
Maintain accurate and up-to-date IT asset inventory using asset management tooling; ensure all hardware and software assets are tracked, auditable, and compliant with licensing and security requirements
Work with the procurement function to manage hardware vendor relationships and purchasing programs; partner on pricing negotiations, warranty and support evaluations, and timely fulfillment for new hires and hardware replacements
Define and enforce hardware standards for different employee roles and personas (office-based, remote, executive, field); maintain an approved hardware catalog that balances performance, cost, and supportability
Coordinate onboarding hardware readiness in partnership with HR and People Operations, ensuring new employees in both locations receive fully configured, ready-to-use equipment on or before their first day
Oversee the administration, availability, and performance of Microsoft 365, including Exchange Online, SharePoint, Teams, OneDrive, and associated services; ensure the platform is well-governed, properly licensed, and continuously optimized for employee productivity
Manage identity and access management (IAM) infrastructure including Active Directory, Azure AD / Entra ID, SSO, and MFA, ensuring employee access is provisioned accurately, reviewed regularly, and deprovisioned promptly at offboarding
Administer and maintain corporate SaaS application portfolio in coordination with business stakeholders; manage license assignments, user provisioning, vendor relationships, and renewal cycles
Oversee network and connectivity infrastructure for all corporate office locations, including LAN/WAN, Wi-Fi, VPN, and internet connectivity, in partnership with the broader technology team
Ensure endpoint security standards are enforced across all corporate devices, including antivirus/EDR, patch management, disk encryption, and security baseline configurations
Manage corporate file storage, backup, and data retention systems; ensure business data is protected, recoverable, and compliant with relevant data governance policies
Support audit readiness and compliance requirements (SOC 2, ISO 27001, GDPR, or equivalent) as they relate to internal IT systems, access controls, and asset management
Develop and execute the multi-year IT operations roadmap, aligning internal technology capabilities with the company's growth plans, workforce needs, and executive priorities
Provide regular reporting to senior leadership team on IT service performance, helpdesk metrics, hardware spend, system availability, and strategic initiative progress
Manage the IT operations budget, including headcount, hardware procurement, software licensing, and vendor spend; provide accurate forecasting and variance analysis to finance and leadership stakeholders
Lead technology vendor relationships for hardware, ITSM platforms, and corporate software; oversee contract negotiations, SLA management, and vendor performance reviews
Establish and maintain IT policies, standards, and procedures covering acceptable use, hardware standards, access management, data handling, and support processes; ensure policies are current, communicated, and enforced
Lead IT components of new office build-outs, office moves, and facilities technology upgrades, ensuring connectivity, hardware, and systems are ready for occupancy
Partner with the security team to ensure internal IT practices align with the company's information security program and that corporate systems are appropriately protected and monitored