Head of IT Operations

CASH DEPOT LTD•Green Bay, WI

3d•Onsite

About The Position

The Head of IT Operations leads Cash Depot’s IT Operations function and its Green Bay and Oshkosh data centers. This hands-on leadership role provides technical judgment, operational planning, and people leadership to maintain reliable services, effective security controls, responsive support, and timely compliance remediation. The position’s scope includes infrastructure, networking, both data centers, security and compliance, and the help desk. Direct reports include the Infrastructure and Networking, Security and Compliance, and Help Desk leads or specialists. The role reports to the Chief Technology Officer. The Head of IT Operations sets the Operations roadmap, recommends operating budgets and staffing priorities, establishes vendor expectations, and plans infrastructure lifecycles. The role leads reliability and capacity for virtualization, servers, storage, networks, firewalls, connectivity, and data center infrastructure. It also oversees incident and change management, backup and restoration readiness, disaster recovery planning and exercises, security and compliance activities, employee support, access administration, asset management, and help desk improvement. The role coordinates production releases and incidents with Engineering, presents material risks and investment recommendations to the CTO, and partners with the Head of AI & Automation on operational readiness and controls for AI initiatives. It directs Operations staff and vendors within approved budgets and policies, approves operational changes within delegated authority, and escalates material risks, major spending, and unresolved cross-department priorities. Security and Compliance escalations retain direct access to the CTO.

Requirements

Demonstrated success leading infrastructure or IT Operations teams, including hands-on technical work and staff development.
Strong practical knowledge of virtualization, networking, firewalls, storage, backup and recovery, monitoring, and data center operations.
Experience managing production incidents, infrastructure changes, vendor relationships, budgets, and security remediation.
Experience supporting audited control environments and turning audit and testing findings into operational action.
Clear communication and sound prioritization.
Willingness to coordinate critical incidents and planned maintenance outside normal hours.

Nice To Haves

Multi-site data center experience and VMware expertise.
PCI DSS or PCI PIN exposure and SOC audit support.
Payment processing or ATM industry experience.
Relevant education or equivalent practical experience.

Responsibilities

Set the Operations roadmap, operating budget recommendations, staffing priorities, vendor expectations, and infrastructure lifecycle plan.
Coach staff, build backup coverage for key responsibilities, manage vendors, and maintain usable operational documentation.
Own reliability and capacity for VMware, servers, storage, networks, firewalls, connectivity, and data center infrastructure.
Keep firewalls and infrastructure updated, securely configured, and maintained under documented controls.
Lead monitoring, incident management, root-cause follow-up, change management, and documented after-hours coverage.
Own backup and restoration readiness, disaster recovery planning, and recovery exercises with Engineering and business stakeholders.
Manage Security and Compliance activities covering PCI DSS, PCI PIN audits, SOC compliance, penetration testing, audit evidence, and remediation; ensure findings have owners and timely corrective action.
Lead employee support, access administration, asset management, and help desk service improvement.
Coordinate production releases and incidents with Engineering.
Present material risks and investment recommendations to the CTO.
Partner with the Head of AI & Automation on service readiness, access, vendor controls, monitoring, support, and operating costs.
Direct Operations staff and vendors within approved budgets and policies; approve operational changes within delegated authority and escalate material risks, major spending, and unresolved cross-department priorities.
Preserve direct CTO access for Security and Compliance escalations and partner with Engineering on application dependencies and business owners on service expectations.
Coordinate critical incidents and planned maintenance outside normal hours when needed.