Senior Director of IT Operations

Slide Insurance • Tampa, FL

6d

About The Position

Slide Insurance - Fun. Innovation Driven. Fueled by Passion, Purpose and Technology.
At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!
What you will be doing:
Lead all operational functions of IT including Help Desk, Tier 1 application support, on-prem and cloud infrastructure, networking, and release coordination.
Establish and monitor team performance metrics for ticket volume, response/resolution time, system uptime, and SLA adherence.
Develop and maintain a structured change management process for releases and infrastructure changes.
Ensure systems and support processes are aligned with business continuity goals and remote workforce requirements.
Serve as the final escalation point for all end-user service incidents, partner with Security, DevOps, and Engineering teams for resolution.
Collaborate with the CIO to set direction and priorities for IT operations aligned with strategic business needs.
Manage team leaders and staff across Help Desk, Infrastructure, and Network Operations; provide ongoing coaching, feedback, and development plans.
Direct and oversee IT asset lifecycle management, including tracking, deployment, and decommissioning.
Drive operational improvements by automating recurring support tasks and modernizing system monitoring and alerting.
Ensure proper release management processes are in place to minimize production incidents and business disruption.
Collaborate with cross-functional teams to align IT operations with security policies and compliance requirements.
Own IT operational responsibilities related to SOX and ITGC’s; oversee evidence collection, control execution, and audit response support.
Serve as the primary operational liaison during internal and external IT audits.
Contribute to IT budgeting and forecasting by providing operational resource and infrastructure cost insights.
Develop clear documentation of procedures and ensure knowledge base content remains current.
Support regular status reporting and incident reviews with executive leadership.
Maintain strong vendor relationships for IT support tools, infrastructure services, and hardware procurement.
Perform other duties as assigned.

Requirements

• Bachelor’s degree in computer science, information technology, or related field.
• 8–10 years of experience in IT operations, with at least 5 years in a leadership role managing distributed teams.
• Proven success leading enterprise-scale help desk, infrastructure, and networking teams.
• Experience supporting hybrid environments (cloud/on-prem) and remote-first workforce models.
• Strong knowledge of IT operations frameworks (e.g., ITIL), service management platforms (Freshservice preferred), and SLA-driven support models.
• Demonstrated experience managing large-scale ticketing environments and infrastructure with minimal downtime.
• Direct experience managing IT’s role in SOX compliance, including execution of ITGC’s and audit coordination.
• Familiarity with Microsoft 365, Azure AD, Azure networking, and release planning in production systems.
• Experience with vendor management and service level agreements for infrastructure and tool providers.
• Strong background in systems, networking, and support operations.
• Demonstrated leadership of multi-functional technical teams (support, infra, networking).
• Comfortable setting KPI’s and accountability frameworks for help desk and infrastructure teams.
• Solid understanding of IT ticket management systems (Freshservice, ServiceNow, or similar).
• Effective communicator with the ability to provide executive-level briefings and lead cross-team incident reviews.
• Excellent planning and prioritization skills; able to balance support demands with long-term infrastructure work.
• Experience supporting fast-paced environments with both legacy and modern systems.
• Proficient in Microsoft 365 applications (Teams, SharePoint, Outlook, Excel, Word, PowerPoint).
• Desire to live Slide's Core Values.

Nice To Haves

• Prior experience in the P&C insurance industry or other regulated environments strongly preferred.

Responsibilities

• Lead all operational functions of IT including Help Desk, Tier 1 application support, on-prem and cloud infrastructure, networking, and release coordination.
• Establish and monitor team performance metrics for ticket volume, response/resolution time, system uptime, and SLA adherence.
• Develop and maintain a structured change management process for releases and infrastructure changes.
• Ensure systems and support processes are aligned with business continuity goals and remote workforce requirements.
• Serve as the final escalation point for all end-user service incidents, partner with Security, DevOps, and Engineering teams for resolution.
• Collaborate with the CIO to set direction and priorities for IT operations aligned with strategic business needs.
• Manage team leaders and staff across Help Desk, Infrastructure, and Network Operations; provide ongoing coaching, feedback, and development plans.
• Direct and oversee IT asset lifecycle management, including tracking, deployment, and decommissioning.
• Drive operational improvements by automating recurring support tasks and modernizing system monitoring and alerting.
• Ensure proper release management processes are in place to minimize production incidents and business disruption.
• Collaborate with cross-functional teams to align IT operations with security policies and compliance requirements.
• Own IT operational responsibilities related to SOX and ITGC’s; oversee evidence collection, control execution, and audit response support.
• Serve as the primary operational liaison during internal and external IT audits.
• Contribute to IT budgeting and forecasting by providing operational resource and infrastructure cost insights.
• Develop clear documentation of procedures and ensure knowledge base content remains current.
• Support regular status reporting and incident reviews with executive leadership.
• Maintain strong vendor relationships for IT support tools, infrastructure services, and hardware procurement.
• Perform other duties as assigned.

Benefits

• The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
• Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
• 2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
• 2024 & 2025 TOP WORKPLACE - Tampa Bay Times (Local) &
• 2024 TOP WORKPLACE - USA Today (National)

What This Job Offers

• Job Type: Full-time
• Career Level: Director