Director, IT

Safe-Guard Products International LLC•Atlanta, GA

30d•Hybrid

About The Position

The IT Operations Director is responsible for leading and directing teams that deliver IT Support (Helpdesk), Network Operations & Observability, Purchasing & Asset Management, and the IT Briefing Center. This role oversees ITSM and ITOM toolsets (e.g., ServiceNow, DataDog), drives process improvement in alignment with our established best practices, and ensures operational excellence across a global, 24x7 environment. The position will have input on strategic planning, especially regarding observability and service management.

Requirements

Bachelor’s degree required.
10+ years of progressive IT operations experience, including team leadership.
Experience managing ITSM and ITOM platforms (ServiceNow, DataDog, or similar).
Proven track record in ITIL process design and implementation; ITIL certification is a plus but not required.
Experience managing global teams and 24x7 operations.
Strong understanding of network operations, observability, and asset management.
Excellent communication, leadership, and organizational skills.
Demonstrated ability to drive process improvement and strategic initiatives.

Responsibilities

Lead, mentor, and develop teams responsible for IT Support, Network Operations & Observability, and Asset Management/Purchasing.
Establishing the IT Briefing center, facility, monitoring technologies and the new staffing program.
Oversee ITSM and ITOM platforms, ensuring effective use and continuous improvement (e.g., ServiceNow, DataDog or similar).
Design, implement, and optimize ITIL-aligned processes.
Ensure high-quality, customer-focused IT support and service delivery across US and India-based teams, maintaining 24x7 coverage.
Manage purchasing and inventory of IT assets, ensuring compliance and cost-effectiveness.
Monitor and report on service levels, incident resolution, and operational KPIs.
Foster a culture of teamwork, accountability, and continuous improvement.