Director, Technology - Infrastructure and Operations

TNTP

1d•$108,320 - $162,480•Remote

About The Position

As a Director, Infrastructure and Operations, you will lead the execution of TNTP’s infrastructure and IT operations strategy by maximizing people and systems resources to ensure stability, security, and service excellence across core technology platforms. You will focus on delivering reliable services, managing risk, and driving process improvement across Microsoft 365, Infrastructure, Cybersecurity, and the Service Desk. The Director will report to TNTP’s Partner, Information Technology.

Requirements

4+ years of demonstrated experience leading enterprise IT operations, support and/or infrastructure with significant organizational impact.
Experience with Microsoft 365 strongly preferred.
4+ years of experience managing teams to tackle complex projects or take on organizational change efforts.
Advanced knowledge and experience in the following technologies: Microsoft Entra, Microsoft 365, Azure, SharePoint, Virtual Desktop Infrastructure, AWS, etc.
Sound understanding of IT Service Management and clear commitment to ITSM frameworks like ITIL.
Proficiency in ticketing systems such as JIRA, ServiceNow, BMC, or similar tools.
Proven ability to manage cybersecurity programs and operational risk, including implementing security controls, vulnerability management, and compliance measures.
Experience with a wide variety of business analysis techniques, including but not limited to process design, implementation, and improvement; cost-benefit analysis; risk analysis; and metrics and key performance indicators.
Experience providing development and cultivation to technical experts within your team.
Proven experience managing infrastructure and operations projects that have enterprise impact.
Skilled at leading teams, requirements gathering, setting priorities, and adapting to change.
Strong communication and facilitation skills paired with critical thinking and problem-solving ability to engage diverse stakeholders, resolve issues, assess risks, and develop long-term solutions in complex, ambiguous situations.

Responsibilities

Oversee day-to-day operations for infrastructure, cybersecurity, and service desk, ensuring high availability and optimal performance of cloud services (AWS, Azure) and core systems.
Drive a culture of continuous improvement utilizing ITSM and ITIL best practices, ensuring the highest standards of efficiency, reliability, security, and user satisfaction.
Monitor and manage Service Desk ticket queues for content accuracy, completeness, proper routing, first call resolution, problem detection, and prompt closure.
Implement and maintain security controls, vulnerability management, and compliance.
Lead a team of professionals responsible for managing the Service Desk, Microsoft 365, Infrastructure, Cybersecurity, and other internal and external client facing platforms across the organization.
Develop and maintain an IT operations roadmap aligned with organizational priorities and infrastructure lifecycles, supporting effective change management to enhance reliability, security, user experience, and seamless adoption of initiatives.
Own operational KPIs including system uptime, incident resolution times, and security compliance metrics.
Build an inclusive team culture, growing and developing other technical staff to be successful in their work and career.
Develop and maintain strong relationships with vendors and partners to optimize the performance and functionality of supported platforms.
Effectively oversee multiple projects and initiatives by strategically prioritizing tasks, managing scope, communications, teams, and budgets to ensure resource sustainability and successful delivery on organizational goals and priorities.