Director, IT Operations

Consumer Technology Association•Arlington, VA

About The Position

Provide operational leadership for CTA’s technology services with an emphasis on enterprise system management. This role is expected to spend approximately 60% of time on enterprise system management and 40% on operational IT services, ensuring that CTA’s core business systems, SaaS platforms, and cloud services are well administered, supportable, and continuously improved, while day-to-day IT services remain reliable, responsive, and well-governed through managed service partners and vendors.

Requirements

8–10 years of progressive IT experience with significant responsibility for enterprise systems and IT operations/service delivery.
Demonstrated experience managing service providers and vendors and improving performance and reliability.
Experience administering and operating SaaS platforms and business systems in a modern environment.
Experience with endpoint management and deployment; familiarity with cloud environments and operational fundamentals.
BS degree in computer science, information technology, or related field, or equivalent combination of education and experience.
Strong operational leadership, vendor management, and service ownership mindset.
Ability to define standards, build documentation, and drive consistent execution through partners.
Strong troubleshooting and incident coordination skills, with clear communication to technical and non-technical audiences.
Practical knowledge of identity/access concepts, endpoint lifecycle management, and cloud/SaaS operational fundamentals.
Strong prioritization, follow-through, and ability to operate effectively in a fast-moving environment.

Responsibilities

Own operational management of CTA’s enterprise systems and platforms, ensuring reliable administration, supportability, and lifecycle management.
Establish and maintain system ownership and operating accountability for enterprise platforms (e.g., RACI, support model, escalation paths, administrative standards, and documentation) in partnership with business owners.
Maintain accurate visibility into the enterprise application and SaaS landscape, including managed tool inventory, administrative ownership, and access patterns.
Partner with business stakeholders and technical teams to support system onboarding, configuration management, releases/changes, and ongoing operational improvements.
Ensure system integrations and dependencies are understood and supported through documentation, coordination with the Managed Service Provider (MSP) and vendors, and operational readiness practices.
Coordinate MSP and vendor performance for assigned enterprise systems, including service quality, issue resolution, and continuous improvement.
Improve reliability by identifying recurring system issues and driving root-cause follow-through and corrective actions.
Lead IT service delivery and day-to-day operations to ensure responsive, high-quality support and reliable technology services.
Manage and hold the MSP accountable for performance, outcomes, and continuous improvement.
Establish operational standards and repeatable execution through service definitions, escalation paths, documentation, and runbooks.
Oversee endpoint operations including device lifecycle, provisioning, configuration standards, software deployment, and support readiness for a hybrid workforce.
Coordinate major incident response for end-user impacting services, including stakeholder communications and follow-through actions to prevent recurrence.
Other duties as assigned.