Senior Director, Technology Operations

CGC•Washington, DC

6d•$230,816 - $278,129•Hybrid

About The Position

Under the supervision of the Vice President of Information Technology, the Senior Director, Technology Operations leads CGC’s day-to-day enterprise technology operations and digital infrastructure. The role provides accountable internal ownership for core IT services, end-user computing, identity and access administration, collaboration platforms, workplace technology, operational resilience, and technology vendor management across CGC’s hybrid workforce. It combines strategic leadership with hands-on technical administration, troubleshooting, implementation, and escalation support. The Senior Director owns endpoint lifecycle management, onboarding and offboarding, service desk operations, patching and compliance, workplace technology, and the operational processes required for reliable daily business operations. The role will build and mature the Technology Operations function through processes, tooling, automation, documentation, service standards, operational controls, and staff development, while remaining closely engaged in the work. The position also supports the operational reliability of public-facing digital platforms and enterprise systems through access administration, release coordination, vendor support, routine platform operations, user readiness, and post-launch stability. The Senior Director is expected to improve service delivery, operational efficiency, controls, and user experience by identifying responsible uses for automation, integrations, AI tools, and emerging technologies.

Requirements

Master’s degree and at least 8 years of experience, including at least 4 years of management experience leading teams or major functional areas.
At least 8 years of progressive technology experience, including at least 4 years leading IT operations, infrastructure, service delivery, or comparable enterprise technology functions.
Experience owning budgets, managing strategic vendors, leading staff or outsourced teams, and independently advising senior business leaders.
Experience administering enterprise productivity, identity and access, endpoint management, collaboration, and modern SaaS platforms.
Ability to remain hands-on in complex technology environments, including technical troubleshooting, administration, implementation, and escalation support.
Experience leading technology service delivery, operational escalations, vendor performance, and continuous improvement.
Strong understanding of endpoint security, patching, lifecycle management, identity controls, and operational risk.
Experience using automation, scripting, or workflow tools to improve technology operations, service delivery, or internal controls.
Ability to execute effectively in growth-stage or evolving environments with shifting priorities, competing demands, and limited oversight.
Leadership capability, sound judgment, and ability to prioritize work independently.
Strong written and verbal communication skills and ability to work across technical and non-technical stakeholders.
Digital fluency and ability to learn emerging technologies quickly.
Legally authorized to work in the United States at the time of hire and throughout employment; CGC does not sponsor employment visas or support time-limited or employer-restricted work authorization.

Nice To Haves

Experience supporting technology within financial services, nonprofit, startup, federally funded, or regulated environments.
Experience with Jira, Confluence, Intune, Entra ID, Exchange, Salesforce, PowerBI, Box, Zoom, Webflow, or comparable enterprise platforms.
Familiarity with website platform administration and vendor-led digital environments.
Experience building or maturing internal IT operations functions.
Familiarity with AI productivity tools, automation platforms, and emerging agentic workflow concepts.
Professional certifications such as ITIL, Microsoft, CompTIA, PMP, or related credentials.

Responsibilities

Lead daily enterprise IT operations and ensure stable, secure, responsive technology services.
Set and lead the technology service-management model, including service desk operations, escalation management, service levels, metrics, user experience, and continuous improvement.
Own enterprise endpoint lifecycle standards and operations, including provisioning, deployment, patching, compliance, inventory, and decommissioning.
Own the administration model, operational performance, and ongoing optimization of enterprise productivity, identity, collaboration, and cloud platforms.
Manage technology onboarding and offboarding, including provisioning, access, device readiness, and secure transitions.
Oversee workplace technology operations, including conference room systems, office connectivity coordination, and hybrid workforce support.
Manage operational vendors for managed IT services, infrastructure, endpoint support, workplace technology, and service delivery; ensure responsiveness, follow-through, and service quality.
Own network infrastructure and audiovisual systems across office locations, including design, implementation, lifecycle management, connectivity, access control, and conferencing systems.
Lead operational reliability of digital platforms, including access administration, vendor ticket coordination, DNS support coordination, routine updates, and issue escalation.
Develop and maintain operational documentation, standards, SOPs, inventories, support procedures, and knowledge base content in Confluence or successor platforms.
Monitor system health, service trends, recurring issues, and user experience metrics; implement corrective actions and process improvements.
Support enterprise system and infrastructure implementations through user readiness, access setup, support procedures, documentation, and post-launch stability.
Resolve issues independently where appropriate and escalate risks or decisions when needed.
Own annual operating budget planning and develop the technology operations and infrastructure roadmap aligned with enterprise technology strategy.
Lead vendor selection and contract negotiation for infrastructure and operational platforms, including technical evaluation and risk assessment.
Own the organization’s AI and automation strategy for IT operations, identifying, recommending, and implementing tools that improve efficiency, service quality, and internal controls.
Represent IT operations in cross-functional and leadership discussions involving technology dependencies, risk, or resourcing.
Provide the VP of Information Technology and senior leadership with visibility into operational performance, risks, service health, capacity, vendor performance, and emerging needs.
Serve as the senior operational escalation point for significant technology incidents, coordinating response, communications, remediation, and lessons learned.
Own business continuity and operational resilience planning for technology operations in coordination with the VP of Information Technology.
Design and mature the Technology Operations operating model, including organizational structure, staffing, sourcing strategy, service ownership, performance standards, and escalation models.
Directly manage technology operations staff, including day-to-day oversight, workload prioritization, coaching, and performance management.
Establish performance expectations, workflows, and development plans for operations staff.
Perform other duties as assigned in support of CGC’s mission and operational needs.