Director, Technical Operations

Accommodations Plus International•Melville, NY

9h•$130,000 - $140,000•Hybrid

About The Position

The Director of Technical Operations is a senior IT leader responsible for the reliability, performance, and continuous improvement of Accommodations Plus International’s internal technology environment. The role oversees corporate IT operations, including helpdesk and end-user support, employee hardware lifecycle management, corporate systems administration, enterprise AI tooling, and the tools and processes that support a global workforce. The Director leads distributed teams across Canada, India, Brazil, and the United States, establishes service standards, and fosters responsive, accountable, employee-first service delivery. The team size and number of direct reports are unspecified placeholders in the posting. The Director owns the global helpdesk, hardware and asset management, corporate systems, and enterprise AI tools. The role develops IT operations strategy, manages budgets and vendors, maintains IT policies and governance, partners with security on protecting corporate systems, and reports service performance and strategic progress to the SVP Corporate Technologies and executive leadership. Regular collaboration across time zones is expected, including scheduled early-morning or late-day calls; occasional availability outside standard hours may be needed for critical outages, major projects, or maintenance. Occasional domestic and international travel may be required. This is a full-time, exempt, hybrid position based in either the Melville, New York or Markham, Ontario office. The role combines in-office and remote work, but the number of required office days is unspecified. Standard hours are Monday through Friday during core business hours. The position requires a bachelor's degree or equivalent experience and at least 12 years of progressive IT operations or corporate technology experience, including at least five years in a leadership role. A master's degree or MBA is preferred. The stated U.S. compensation range is $130,000–$140,000 USD; compensation depends on experience, qualifications, skills, location, internal alignment, and external benchmarks.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent experience will be considered.
At least 12 years of progressive experience in IT operations or corporate technology roles, including at least five years in a manager, senior manager, or director-level leadership role managing IT support and systems teams.
Demonstrated experience managing geographically distributed IT teams across multiple countries and time zones.
Extensive hands-on experience owning corporate helpdesk operations, including SLA management and service performance reporting.
Experience owning enterprise AI tools, including deployment, configuration, access controls, usage governance, vendor management, and employee adoption.
Deep experience managing employee hardware lifecycle programs, including procurement, asset tracking, MDM/endpoint management, and large-scale hardware refresh planning.
Strong expertise administering Microsoft 365, including Exchange Online, SharePoint, Teams, and OneDrive, and managing identity with Ping Identity and Microsoft Entra ID in an enterprise environment.
Experience administering a corporate SaaS application portfolio, including license management, user provisioning workflows, and vendor oversight.
Experience enforcing endpoint security standards, including patch management, EDR platforms, disk encryption, and device configuration management.
Experience managing IT operations budgets for hardware, software licensing, and staffing, including forecasting and cost management.
Experience supporting compliance and audit requirements such as SOC 2, ISO 27001, GDPR, or equivalent as they relate to internal IT systems and access controls.
Leadership, communication, service-delivery, data analysis, financial management, process discipline, and cross-functional collaboration skills described in the posting.
Practical working knowledge of enterprise AI tools and the ability to translate AI capabilities into business use cases and measurable outcomes.

Nice To Haves

Master's degree or MBA.
Experience leading IT operations at a SaaS or cloud-native technology company supporting a globally distributed workforce.
Experience overseeing IT support staff in India and Brazil.
Familiarity with AI risk, data protection, and responsible-use frameworks, and experience building AI training and enablement programs for a non-technical workforce.
Experience leading office build-outs or large-scale office technology refresh projects across multiple locations.
Experience with Ping Identity products such as PingOne, PingFederate, or PingAccess; Okta experience is also considered.
Familiarity with procurement and vendor management, including hardware purchasing programs such as Dell, Apple, or Lenovo and software licensing agreements.
Experience in travel technology, hospitality, or another high-growth, customer-facing SaaS environment.
Experience building or maturing IT onboarding and offboarding programs in partnership with HR and People Operations.

Responsibilities

Lead, mentor, and develop geographically distributed IT operations teams across Canada, India, Brazil, and the United States; define team structure, roles, staffing, career development, goals, KPIs, and performance expectations.
Recruit and retain IT support professionals in partnership with HR and talent acquisition, and foster a collaborative, customer-service-oriented culture.
Own global helpdesk operations, including ticket management, support tools, knowledge management, SLAs, escalation procedures, Tier 1–3 workflows, on-call coverage, and performance reporting.
Monitor helpdesk queues, ticket aging, resolution rates, MTTR, and employee satisfaction; report metrics to executive leadership and drive continuous improvement.
Build and maintain a searchable knowledge base and self-service portal to help employees resolve common issues independently.
Manage the full employee hardware lifecycle, including procurement, provisioning, deployment, inventory, maintenance, refresh, and secure decommissioning of end-user devices and equipment.
Develop hardware standards, an approved hardware catalog, refresh strategy, and multi-year capital plan; coordinate purchasing and vendor relationships.
Administer mobile device and endpoint management platforms, enforce device security policies, and support remote provisioning and wiping.
Coordinate onboarding hardware readiness with HR and People Operations, and maintain accurate, auditable hardware and software asset records.
Oversee Microsoft 365 administration, availability, licensing, governance, and optimization, including Exchange Online, SharePoint, Teams, and OneDrive.
Manage identity and access systems, including Ping Identity and Microsoft Entra ID; ensure accurate provisioning, regular access reviews, and prompt deprovisioning.
Administer the corporate SaaS application portfolio, including licenses, user provisioning, vendors, and renewals.
Enforce endpoint security standards, including antivirus/EDR, patch management, disk encryption, and security baselines; manage corporate file storage, backup, and data retention.
Maintain and test business continuity and disaster recovery plans; support security incident response, audit readiness, and compliance requirements for internal IT systems.
Own enterprise AI tools, including tool selection, rollout, configuration, licensing, provisioning, vendor management, governance, employee enablement, and performance measurement.
Develop the AI tooling strategy and roadmap; establish acceptable-use, access-control, data-protection, confidentiality, and tool approval processes in partnership with executive leadership, Security, Legal, and Compliance.
Promote employee AI adoption through training, documentation, and internal champions; measure usage, costs, adoption, and productivity impact; evaluate emerging tools and capabilities.
Develop and execute a multi-year IT operations roadmap aligned with company growth, workforce needs, and executive priorities.
Report IT service performance, helpdesk metrics, hardware spend, system availability, and strategic initiative progress to the SVP Corporate Technologies and executive leadership.
Manage the IT operations budget, including headcount, hardware, software licensing, and vendor spending; provide forecasts and variance analysis.
Lead hardware and corporate software vendor relationships, contract negotiations, SLA management, and vendor performance reviews.
Establish and maintain IT policies, standards, and procedures covering acceptable use, hardware, access management, data handling, and support processes.
Lead IT aspects of office build-outs, office moves, and facilities technology upgrades; partner with the security team to align internal IT practices with the information security program.
Perform additional responsibilities as business needs change, including duties associated with designation as a Data Protection Champion, Senior Information Risk Owner, or Information Assurance Accounting Officer.