Director Operations (GovCon)

About the role

The Director, Operations GovCon serves as the strategic and operational leader responsible for all service delivery operations within Ntiva's Government Contracting vertical. This is a build-and-grow seat: the Director must bring operational discipline to an environment that moves quickly.

Responsibilities

• Develop and execute market-specific operational strategies aligned with enterprise objectives and the GovCon growth roadmap, using operational data to diagnose, prioritize, and drive decisions.
• Lead service delivery managers, and support operational roles, ensuring consistent execution, healthy escalation paths, and efficient dispatch and resource allocation across the market.
• Maintain service stability in high-growth or rapidly changing environments.
• Own service delivery KPIs, SLA/SLO adherence, and client satisfaction outcomes; report operational performance to market and enterprise leadership with data-backed analysis.
• Operate service delivery within CUI handling, CMMC, and NIST 800-171 constraints, ensuring operational processes, documentation, and tool usage remain compliant by design.
• Support executive escalations, participate in strategic client discussions, and deliver credible resolution plans in high-stakes situations.
• Partner with compliance, cybersecurity, and enterprise teams; contribute to enterprise-wide initiatives and market-level go-to-market launches.

Requirements

• Experience in/with technical operations or service delivery, including 2-4 years at a management level, preferably leading through managers or supervisors.
• Data-driven operational decision-making: pulling, analyzing, and presenting operational metrics to justify staffing, process, and investment decisions.
• Advanced financial and business analysis skills; budget and P&L exposure.

Qualifications

• Master's degree in Business Administration, Information Systems, Computer Science, or related field.
• ITIL, PMP Certifications preferred.
• Bachelor's degree a plus.
• Experience with ticketing platforms (ConnectWise Manage) and PSA-driven operations preferred.
• Experience operating in regulated or compliance-driven environments (GovCon, CMMC, NIST 800-171, FedRAMP, HIPAA, or similar) preferred; willingness and aptitude to operate within CUI constraints required.

Skills

• Strategic thinking and operational leadership.
• Data analysis and reporting.
• Financial and business acumen.
• Collaboration and cross-functional teamwork.
• Compliance and regulatory knowledge.

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions (4% match on 5% contribution).
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.

Pay

The base pay range for this position is expected to be between $100,000 and $150,000 per year, plus an annual on-target bonus of 10-15%. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience.

Schedule

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).