Director of IT Operations
About The Position
To be a family that uses our collective superpowers to do significant good. At Master Electronics, IT isn’t just about uptime; it’s about keeping the business moving and moving well. We’re looking for a Director of IT Operations who can make smart calls early, bring structure without slowing things down, and lead reliability across infrastructure, cloud, and end-user environments. This role owns performance, incident response, and continuous improvement, while partnering with cybersecurity, managing vendors, and finding practical ways to optimize cost and operations. You’ll do well here if you’re comfortable with a bit of ambiguity, prefer action over over-engineering, and see AI as a tool to make support smarter, not just trendier. We’re a family-owned company with real ownership and fewer layers. You’ll have the space to lead, make decisions, and shape how IT operates moving forward.
Requirements
- Seven plus (7+) years in IT operations/infrastructure/service management; three plus (3+)years leading multi-team orgs (Ops + Service Desk)
- Proven ability to improve availability, reduce repeat incidents, and improve MTTR with disciplined operations
- Strong ITSM/ITIL execution with ServiceNow (or equivalent) at high standards
- Cloud ops experience (AWS preferred), including cost governance
- Hands-on IAM experience (JML, MFA/conditional access, RBAC, privileged access, access governance) and strong Cybersecurity partnership
- Technical expertise across systems, networking fundamentals, identity, and monitoring; strong communication skills during critical incidents
Responsibilities
- Own service reliability and operational readiness across infrastructure, cloud, and end-user services (including availability, performance, patching, and capacity)
- Lead major incidents and on-call operations: command, communications, escalation, post-incident reviews, and corrective actions
- Improve monitoring/alerting quality and runbooks to reduce reactive escalations and repeat incidents (signal > noise)
- Run service desk excellence with ITSM/ITIL practices and strong ServiceNow hygiene (trends, prioritization, knowledge, problem management)
- Drive cloud operations and FinOps/cost containment (tagging, budgets/alerts, rightsizing, commitments strategy)
- Own vendor management and procurement/asset lifecycle (standards, inventory, deployment, refresh; SLAs, escalations, QBRs, renewals)
- Partner with Cybersecurity on compliance and SecOps execution (patch/vuln SLAs, hardening baselines, logging/telemetry, cloud guardrails)
- Own IAM operational execution with Cybersecurity: joiner/mover/leaver, access workflows, MFA/conditional access alignment, privileged access patterns, access reviews
- Lead and develop managers/teams; hire and upskill talent; apply practical AI to triage, knowledge, reporting, and incident timelines
Benefits
- Stay Healthy: World-class and affordable insurance plans ensure you and your family stay healthy
- Secure Your Future: 401(k) match program where you are vested from day-one
- Invest in Your Education: Tuition assistance empowers you to further your education and career
- Employee Assistance Program (EAP) and other incentives: Access to Perspectives, Healthcare Advocate, Working Advantage Discount Program, and more
- Enjoy Work-Life-Harmony: Paid holidays, PTO accrual, Floating Holiday, and supportive personal and parental leave policies
- Do Significant Good: Company-sponsored donation match 3 for 1, Volunteer Time Off (VTO) to give back to the community, and Employee Resource Groups
- Provide Additional Financial Security: Company-funded and voluntary AD&D Life Insurance for you and your loved ones
- If you want to learn more about our comprehensive benefits, visit: https://careers.masterelectronics.com/benefits-wellness
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
