DIRECTOR OF IT OPERATIONS

Milner•Norcross, GA

51d

About The Position

The Director of IT Operations at Milner Technologies is a senior leadership role responsible for managing and optimizing the delivery of IT services to clients in a managed services provider (MSP) environment. This role oversees helpdesk operations, vendor management, procurement, project management, and client satisfaction, ensuring seamless IT operations and service excellence. The ideal candidate is a results-driven leader with a strong technical background, exceptional communication skills, and a proven track record in managing IT teams and operations in a fast-paced MSP environment.

Requirements

10+ years of IT experience, with at least 5 years in a leadership role within an MSP environment.
Proven experience managing IT teams and operations, including helpdesk and infrastructure support.
Strong technical knowledge of IT systems, networks, cloud solutions, and cybersecurity.
Demonstrated ability to manage multiple projects simultaneously and deliver high-quality outcomes.
Excellent problem-solving and decision-making skills in a dynamic and fast-paced environment.
Strong interpersonal and communication skills to engage with clients, vendors, and internal teams effectively.
Proficient in ITSM tools and project management software.
Exceptional organizational skills and attention to detail.
Availability for on-call support during critical incidents or emergencies.
Ability to adapt and thrive in a rapidly changing IT landscape.
High Technical Aptitude
Slack
Six Sigma
ITIL
PMP
Telephony (Voice and Data experience)
Management
ConnectWise
MSP

Nice To Haves

Certifications such as ITIL, PMP, or Microsoft/Cisco certifications preferred.

Responsibilities

Oversee the daily operations of the IT Helpdesk, ensuring timely resolution of client issues and alignment with SLAs.
Develop and implement IT operational policies and procedures to optimize efficiency, quality, and client satisfaction.
Ensure 24/7 operational availability and responsiveness for critical client systems and infrastructure.
Manage vendor relationships to negotiate contracts, ensure service quality, and control costs.
Oversee IT procurement processes, ensuring timely delivery of hardware, software, and other resources.
Lead the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and budget.
Collaborate with cross-functional teams to implement new technologies and services that meet client needs.
Build and maintain strong relationships with clients, acting as a trusted advisor for their IT needs.
Monitor and improve client satisfaction metrics, addressing concerns proactively to ensure high retention rates.
Define, track, and report key performance indicators (KPIs) for IT operations, including SLA adherence, response times, and resolution rates.
Use data-driven insights to continuously improve operational performance and client outcomes.
Manage the recruitment, training, and professional development of IT operations staff, fostering a high-performance culture.
Conduct regular performance reviews and provide coaching to enhance team capabilities.
Contribute to the development of the IT strategy to align with company goals and market trends.
Stay informed on emerging technologies and industry best practices to recommend innovations that improve efficiency and service delivery.