Director of IT Services

Position Overview

The

Director of IT Services

will lead and strengthen technology operations as the organization grows. Reporting to the Chief Technology Officer (CTO), this leader is accountable for reliable IT services, effective security practices, responsive employee support, and the performance of internal staff and external service providers across service desk operations, security, infrastructure, and business applications.

This role is primarily focused on leadership, with approximately 70% or more of the effort dedicated to directing staff and service providers. The Director must bring sufficient practical technical experience to evaluate technical recommendations, maintain vendor and team accountability, and contribute directly during critical incidents or situations requiring advanced technical support.

Key Responsibilities

• Partner with Human Resources, Finance, Engineering, Marketing, Contracting and Program Management, Operations, and other business functions to align IT services with organizational needs.
• Assess systems, services, processes, staffing, and vendor capabilities to develop and execute a prioritized improvement roadmap in partnership with the CTO.
• Direct staffing, sourcing, technology, and investment decisions, maintaining fiscal responsibility for the IT budget across procurement, licensing, renewals, projects, and operating costs.
• Own the reliability, security, performance, and lifecycle management of IT infrastructure, cloud services, networks, connectivity, and endpoints.
• Establish internal monitoring capabilities for critical systems; define service availability targets, support commitments, and escalation procedures; and measure uptime and SLA attainment.
• Establish recovery time and data-loss objectives, maintaining and testing backup, restoration, and disaster recovery capabilities across SaaS, cloud, and internally operated systems.
• Collaborate with Engineering on production hosting, shared infrastructure, and local inference systems, establishing clear boundaries for operations, security, monitoring, and recovery.
• Direct IT security policies, risk management, compliance readiness, and protective controls, including EDR, ZTNA, identity security, and account lifecycle management.
• Lead improvements supporting applicable CMMC requirements and NIST standards, including documentation, evidence collection, remediation, and exception management.
• Oversee SIEM and SOC operations with the MSSP, and manage patching and vulnerability remediation workflows in coordination with the MSP.
• Maintain a standardized incident response plan, lead the computer security incident response team, conduct readiness exercises, and direct responses to critical incidents.
• Oversee the technical administration, integration, and lifecycle of business applications, websites, identity providers, single sign-on, and privileged access.
• Partner with operational leadership to align technology strategy, automation, and system integrations with cross-departmental workflows.
• Guide data classification and retention practices with business stakeholders and legal counsel, overseeing DLP, legal holds, and eDiscovery execution.
• Manage internal service desk operations, support ticketing, device depot fulfillment, provisioning, corporate and personally owned device management, and secure offboarding.
• Implement automation and AI-assisted tools with human oversight to enhance service delivery, and direct end-user security awareness and technology training.
• Manage MSP, MSSP, software, infrastructure, depot, and technology vendors against contracts and SLAs, ensuring the organization maintains administrative access, visibility, and continuity.
• Maintain hardware and software inventories, reconcile licensing entitlements, and produce regular operational reporting and executive summaries on service levels, security, compliance, and spending.
• Recruit, manage, mentor, and develop IT staff, establishing performance standards, cross-training plans, and team goals aligned with organizational priorities.

Required Qualifications

• 12\+ years of IT experience, including substantial practical experience across infrastructure, enterprise services, and IT operations.
• 7\+ years of experience leading technical teams, including responsibility for staff performance, service delivery, and external service providers.
• Demonstrated success improving an established IT function, with measurable results in service quality, reliability, security, team effectiveness, or vendor performance.
• Experience leading internal service desk operations and managing services delivered through MSPs, MSSPs, and other partners.
• Experience owning security policies, risk remediation, incident response readiness, and compliance or audit preparation.
• Experience establishing service expectations, measuring uptime and SLA attainment, evaluating vendor obligations, and reporting performance to leadership.
• Demonstrated financial discipline in budgeting, procurement, licensing, asset management, and vendor oversight.
• Strong communication, people leadership, and change management skills.
• Ability to obtain and maintain a security clearance.
• United States citizenship.

Preferred Qualifications

• 15\+ years of IT experience, including substantial practical experience across infrastructure, enterprise services, and IT operations.
• 10\+ years of experience leading technical teams, including responsibility for staff performance, service delivery, and external service providers.
• Experience leading the adoption and effective use of Microsoft 365 G5 services and GCC High environments.
• Broad technical depth across cloud services, networking, identity, endpoints, enterprise applications, monitoring, and security.
• Experience supporting government contracting organizations and CMMC or NIST-based security programs.
• Working knowledge of Microsoft 365 security and information governance capabilities, including DLP, retention, legal holds, and eDiscovery.
• Experience improving IT operations and security maturity in a growing organization with a small internal staff and multiple outsourced partners.
• Experience with business application integration, HR-driven onboarding automation, depot services, and scalable device provisioning.
• Experience applying automation and AI-assisted capabilities to IT administration, service delivery, and employee support.
• Experience with Windows Server, Linux, cloud infrastructure, and network security.
• An active security clearance.

Work Location, Schedule, and Travel

• Employment Type: Full time.
• Location: Remote. Remote eligibility is limited to residents of the following states: AL, FL, IN, MI, MO, NM, NC, OH, OR, PA, SC, TN, TX, WY.
• Travel: Up to six weeks per year based on business needs.
• Availability: This position is not assigned to a scheduled on-call rotation. Critical incidents may require availability outside standard business hours, including evenings, weekends, and holidays, to coordinate incident response and resolution.

Compensation and Benefits

• The organization maintains a geo-neutral approach to compensation within the United States, determining pay by job function and level rather than location.
• Health coverage, including medical, dental, and vision insurance.
• Retirement plan with employer matching.
• Paid time off, including vacation, paid sick and safe leave, and floating holidays.
• Life and AD\&D insurance.
• Professional development allowance.

Additional Information

• All offers of employment are contingent upon successful completion of a standard background check.
• The organization is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.
• Reasonable accommodation is available for individuals with disabilities during the application and interview process upon request.