Director, Technical Operations

Accommodations Plus International•Melville, NY

4d•Hybrid

About The Position

The Director of Technical Operations is a senior IT leader responsible for the reliability, performance, and continuous improvement of API'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 globally distributed workforce. The Director leads geographically distributed teams across Canada, India, Brazil, and the United States, setting service standards and fostering responsive, accountable, employee-first support. The team size and number of direct reports are unspecified placeholders in the posting. The role owns global helpdesk operations and service performance; employee hardware and asset programs; Microsoft 365, identity, SaaS, endpoint security, backup, and continuity systems; and the selection, governance, administration, and adoption of enterprise AI tools. The Director develops the IT operations roadmap and budget, manages vendor relationships, establishes policies, reports to executive leadership, and collaborates with business functions and the security team. This is a full-time, exempt, hybrid position based in either Melville, New York, or Markham, Ontario. The schedule is Monday through Friday during core business hours, with flexibility for cross-time-zone collaboration, including scheduled early-morning or late-day calls. Occasional availability outside standard hours may be required for critical outages, major projects, or maintenance. Occasional domestic and international travel may be required.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent experience may be considered.
At least 12 years of progressive experience in IT operations or corporate technology roles, including at least 5 years in a leadership role managing IT support and systems teams.
Demonstrated experience managing geographically distributed IT teams across multiple countries and time zones.
Extensive 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 or endpoint management, and refresh planning at scale.
Strong Microsoft 365 administration expertise, including Exchange Online, SharePoint, Teams, and OneDrive, and enterprise identity-management experience with Ping Identity and Microsoft Entra ID.
Experience administering a corporate SaaS application portfolio, including licensing, provisioning workflows, and vendor oversight.
Experience enforcing endpoint security standards, including patch management, EDR, 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 for internal IT systems and access controls.
Proven ability to build, scale, and retain high-performing IT operations teams across geographies and time zones.
Strong service-delivery orientation and commitment to employee experience, responsiveness, clear communication, and issue resolution.
Executive presence and communication skills, including the ability to explain operational metrics and investment needs to executives and nontechnical audiences.
Data-driven operations-management skills, using service, helpdesk, and asset metrics to identify trends and prioritize investments.
Strong financial acumen, organization, process discipline, and cross-functional collaboration skills.
Practical working knowledge of enterprise AI tools and ability to translate their 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 with 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 nontechnical workforce.
Experience leading office build-outs or large-scale office technology refresh projects across multiple locations.
Experience with Ping Identity (PingOne, PingFederate, or PingAccess) and Microsoft Entra ID; Okta experience is also considered.
Familiarity with procurement and vendor management, including hardware purchasing programs 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 with HR and People Operations.

Responsibilities

Lead, mentor, and develop distributed IT operations teams across Canada, India, Brazil, and the United States; define team structure, staffing, roles, and career development frameworks.
Set IT operations goals, KPIs, and performance expectations; conduct performance reviews and provide coaching and feedback.
Partner with HR and talent acquisition to recruit and retain IT support professionals and scale the team.
Establish a customer-service culture and facilitate collaboration with HR, Finance, Legal, and business teams.
Own global helpdesk operations, including ticket management, escalation procedures, SLAs, service performance reporting, and support coverage across time zones.
Administer helpdesk ticketing and knowledge-management tools; maintain a searchable knowledge base and self-service portal.
Monitor helpdesk performance, ticket aging, resolution rates, MTTR, and employee satisfaction; report metrics to executive leadership and drive improvements.
Oversee Tier 1, Tier 2, and Tier 3 support workflows and knowledge transfer.
Manage the full lifecycle of employee hardware, including procurement, provisioning, deployment, tracking, maintenance, refresh, and secure decommissioning.
Develop hardware refresh strategies, capital plans, standards, and approved device catalogs; ensure equipment is ready for new employees.
Administer MDM and endpoint management platforms and maintain accurate, auditable asset inventories and licensing records.
Manage hardware vendors and purchasing programs in partnership with procurement, including pricing, warranties, support, and fulfillment.
Oversee Microsoft 365 administration and optimize governance, licensing, availability, and performance.
Manage identity and access systems, including Ping Identity and Microsoft Entra ID, and ensure timely provisioning, access reviews, and deprovisioning.
Administer the corporate SaaS portfolio, including user provisioning, license assignments, vendor relationships, and renewals.
Enforce endpoint security standards, including EDR or antivirus, patch management, disk encryption, and security configurations.
Manage corporate file storage, backup, and data retention; maintain and test business continuity and disaster recovery plans.
Support corporate-system and endpoint security incident response, audit readiness, and compliance requirements.
Own enterprise AI tools, including selection, rollout, configuration, licensing, user provisioning, vendor management, and ongoing performance.
Define the AI tooling strategy and roadmap, usage governance, acceptable-use standards, data-protection requirements, and approval processes for tools and use cases.
Partner with Security, Legal, and Compliance to assess AI risks, privacy, data handling, and regulatory requirements.
Drive employee AI adoption through training, enablement, documentation, and internal champions; measure and report adoption, usage, costs, and productivity impact.
Develop and execute a multi-year IT operations roadmap aligned with company growth, workforce needs, and executive priorities.
Report on service performance, helpdesk metrics, hardware spend, system availability, and strategic initiatives to the SVP Corporate Technologies and executive leadership.
Manage the IT operations budget, including headcount, hardware, software licensing, and vendors; forecast and analyze variances.
Lead hardware and corporate software vendor relationships, contract negotiations, SLA management, and performance reviews.
Establish and maintain IT policies, standards, and procedures covering acceptable use, hardware, access, data handling, and support.
Lead IT components of office build-outs, moves, and facilities technology upgrades.
Partner with the security team to align internal IT practices with the information security program.