Director of IT Operations

Townsend Corporation•Muncie, IN

11d•Onsite

About The Position

The Director of IT Operations is a senior leadership role responsible for the day-to-day performance, reliability, and strategic direction of the organization's technology infrastructure and support functions. Reporting directly to the CIO, this leader manages a cross-functional IT team spanning systems administration, technical support, project management, solutions architecture, and regional IT operations. The Director ensures technology services align with business objectives, are delivered efficiently, and scale to meet organizational growth.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
7+ years of progressive IT experience, including 3+ years in a leadership or management role.
Proven track record managing IT infrastructure, systems administration, and technical support teams.
Strong project management skills; experience delivering cross-functional IT initiatives.
Excellent communication skills — able to translate technical concepts for non-technical stakeholders.

Nice To Haves

Experience with multi-site or distributed IT operations.
Familiarity with ITIL, PMP, or similar frameworks.
Experience with ERP platforms (e.g., NetSuite) and BI tooling in an operational context.
Relevant certifications such as ITIL 4, PMP, CompTIA Network+, or Microsoft/AWS credentials.

Responsibilities

Lead, mentor, and develop a team of systems administrators, IT support specialists, a solutions architect, and an IT project manager.
Set performance goals, conduct regular reviews, and build a culture of accountability, continuous improvement, and service excellence.
Coordinate with the Director, IT – West Tree to ensure consistent standards and alignment across all operational regions.
Oversee the design, maintenance, and optimization of the organization's IT infrastructure including networks, servers, endpoints, and cloud environments.
Ensure system uptime, disaster recovery readiness, and business continuity plans are documented, tested, and current.
Define and enforce IT policies, standards, and operational procedures across the enterprise.
Oversee the IT help desk and support operations to ensure timely, high-quality resolution of user issues.
Define and monitor SLAs and KPIs for service delivery; provide regular reporting to the CIO.
Champion end-user experience, ensuring technology tools empower employees to work effectively.
Partner with the CIO to develop the IT operational roadmap and annual technology budget.
Oversee planning and delivery of IT projects, ensuring on-time and on-budget completion in collaboration with the IT Project Manager.
Evaluate and recommend technology solutions that improve operational efficiency and reduce risk.
Ensure the organization's systems and data are protected in alignment with security best practices and applicable regulations.
Work with internal stakeholders to identify, assess, and remediate cybersecurity risks.
Maintain compliance with data privacy, security, and IT governance standards.