Director of Information Technology Operations

Volunteers of America - Greater New York-posted about 1 month ago

Full-time • Director

Hybrid • New York, NY

101-250 employees

Religious, Grantmaking, Civic, Professional, and Similar Organizations

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Reporting to the Assistant Vice President (AVP) of Information Technology (IT), the Director of IT Operations will lead and oversee the daily operations, performance, and service delivery of the organization's IT environment. This role will ensure the stability, security, and reliability of all core technology platforms, including Microsoft 365, InTune, Active Directory, Defender, Okta, CrowdStrike, Darktrace, and Fortinet firewalls, while managing operational teams to deliver outstanding IT services across the organization.

IT Operations Leadership:• Provide oversight and leadership for IT operations teams ensuring stable, secure, and efficient delivery of IT services.• Establish and maintain operational standards, processes, and service-level objectives.
Service Desk Management:• Oversee the Service Desk function through the Service Desk manager, managing incident handling, escalations, and service quality.• Define and monitor Service Desk KPIs (e.g., response times, resolution rates, user satisfaction) and collaborate with the Service Desk Manager to drive continuous improvement and exceptional end-user support.
Security & Compliance:• Support incident response processes and ensure alignment with security standards and regulatory requirements.• Oversee adherence to policies related to endpoint protection, MFA, and identity governance.
Operational Excellence:• Drive automation and process improvements across IT operations and support.• Maintain operational documentation, runbooks, and knowledge bases.
Disaster Recovery & Continuity:• Ensure that disaster recovery and business continuity plans are established, tested, and maintained.• Coordinate with infrastructure teams to ensure backup and restore capabilities are reliable and tested regularly.
Team Leadership & Development:• Lead, mentor, and develop IT operations and Service Desk staff, fostering professional growth and a culture of accountability.• Ensure clear communication of priorities, performance goals, and career development opportunities.• Promote teamwork, operational excellence, and a customer-focused mindset.

Bachelor's degree in Information Technology, Computer Science, or related field
8+ years of experience in IT operations or infrastructure management,
including at least 4 years in a leadership role managing enterprise IT functions and personnel.
Strong leadership and people management skills with the ability to guide multiple IT teams.
Knowledge of IT operations frameworks (e.g., ITIL) and experience implementing process improvements.
Familiarity with identity management, endpoint management, and cybersecurity principles.
Excellent communication and presentation skills with the ability to interact effectively with executives, vendors, and end users.
Strong problem-solving, decision-making, and analytical skills.
Proficiency with Microsoft 365, FreshWorks and operational reporting dashboards.
Experience overseeing: Okta (SSO, MFA, and identity lifecycle management) Microsoft Intune (device compliance, patching, and application deployment) Active Directory / Azure AD (group policy, provisioning, and access control) CrowdStrike Falcon (endpoint detection and response)

Microsoft Certified: Identity and Access Administrator, Okta Certified Professional or Administrator, or CrowdStrike Certified Falcon Administrator.

Medical, Dental, & Vision Coverage
Prescription Coverage
Life Insurance
Retirement Plan
Tuition Reimbursement
Paid Time Off, including a Paid Birthday Holiday

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