Director of IT Operations - Remote (Anywhere in the U.S.)

General Description

The Director of IT Operations at GuidePoint Security will work at the cutting edge of Information Technology and Information Security. This position is for a self-driven technology fanatic who consistently tinkers, tweaks, learns, and improves. The ideal candidate thrives in a fast-paced, technology-centric environment, embraces emerging technologies (Cloud, Mobile, and AI/ML), enjoys challenges with innovative solutions, excels at streamlining traditional operations, can manage multiple initiatives, and takes pride in enabling employees with advanced technology capabilities. This is a hands-on management role requiring both strategic thinking and technical execution.

Roles and Responsibilities

• Collaborate with specialist teams to develop and execute the company's technology, security, and AI strategy, including technology roadmap development and continuous improvement initiatives.
• Oversee all IT operations including Helpdesk/Service Desk, Systems Operations, Infrastructure/Network Operations, and End-user Computing/Device Management.
• Lead incident, problem, and change management processes, ensuring timely resolution of issues and minimal business disruption.
• Provide hands-on involvement in complex technical issues, system troubleshooting, and architecture decisions while mentoring team members.
• Coordinate deployment of IT projects including hardware, software, AI/ML solutions, and services in partnership with specialist teams.
• Partner with specialist teams to evaluate and integrate AI, machine learning, and automation technologies while maintaining adherence to governance frameworks and security practices; ensuring ethical, compliant use across the organization.
• Lead cross-functional security vulnerability management initiatives.
• Participate in and provide compliance audit responses for SOC2, CMMC, and other requirements as defined by GuidePoint's Corporate Information Security Department.
• Develop and maintain business continuity plans, disaster recovery strategies, and IT asset/license management programs.
• Participate in vendor selection, negotiation, and management for outsourced services, applications, and platforms.
• Establish and monitor SLAs and KPIs, providing regular executive reporting on operational metrics and performance.
• Manage IT operations budget, cost optimization, capacity planning, and risk mitigation strategies.
• Ensure comprehensive documentation of all IT procedures, processes, policies, and AI use cases.
• Supervise recruitment, development, and retention of IT operations teams while aligning with personnel policies.
  • Other duties as assigned

Required Experience

• Exceptional communication and collaboration skills with proven ability to work effectively with technical specialists, business stakeholders, and executive leadership.
• Hands-on technical expertise with ability to dive into complex technical problems and provide guidance to engineering teams.
• Experience managing Helpdesk, SysOps, Infrastructure/Network Operations, and end-user computing environments.
• Experience managing dynamic cloud environments and virtualized environments (e.g., AWS, Azure, VMware).
• Strong understanding of ITIL processes including incident, problem, change, and service request management.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and monitoring platforms.
• Demonstrated experience with AI/ML platforms (e.g., Amazon Bedrock, Google Gemini, Azure AI, OpenAI) and knowledge of AI security, governance, and compliance considerations.
• Expertise in implementing SaaS applications, including AI-powered productivity and security tools.
• Strong background in Identity and Access Management.
• Experience participating in and providing evidence to support Corporate Information Security in compliance initiatives (SOC2, CMMC).
• Proven experience managing IT budgets, vendor relationships, contract negotiations, and capacity planning.
• Experience in project management, system implementation, and coordinating pilot programs
• Proven track record analyzing complex problems and proposing innovative solutions using data-driven approaches.
• Demonstrated leadership style with strong team management capabilities and technical mentorship skills.
• Highly self-motivated and detail-oriented with ability to balance strategic priorities and tactical execution.

Educational & Professional Credentials

• Bachelor's degree in a relevant discipline or equivalent experience.
• 10+ years' experience managing information technology operations, with preference for experience working with specialist teams in security, applications, and AI.
• Professional certifications such as ITIL, CCNA, PMP, AWS Certified Solutions Architect, AWS Certified Machine Learning, or equivalent AI/cloud certifications.

Travel Requirements

• Approximately 20% out-of-town travel to regional offices and/or data centers
• Work remotely or at the regional office when not traveling

Physical Requirements

• Sedentary work
• Substantial movement of the wrists, hands, and/or fingers for a minimum of 8 hours a day
• Required to have close visual acuity to view computer terminal and/or extensive reading for a minimum of 8 hours a day