Information Technology Operations Lead

Responsibilities

• IT Operations & Service Delivery
  • Lead day-to-day IT operations by coordinating outsourced managed service providers and internal stakeholders to ensure reliable, high-quality technology services.
  • Oversee incident, request, and problem management processes, ensuring timely resolution, service level compliance, and continuous improvement.
  • Maintain IT service performance using established metrics, including SLAs, response and resolution times, customer satisfaction, and operational health.
  • Support end-user computing, including hardware procurement, asset lifecycle management, software licensing, and technology inventory.
  • Manage enterprise application operations, system integrations, and technology readiness for new implementations.
• Technology Portfolio & Business Solutions
  • Coordinate technology initiatives aligned with organizational priorities and available resources.
  • Partner with business leaders, vendors, and technical teams to manage project timelines, dependencies, testing, deployment, and operational readiness.
  • Identify operational risks, competing priorities, and resource constraints, escalating issues and recommending solutions as appropriate.
  • Promote governance, documentation standards, and consistent operational practices across technology initiatives.
• Financial & Vendor Management
  • Develop and manage IT operating and capital budgets, including forecasting, expenditure monitoring, and variance analysis.
  • Evaluate technology investments, develop business cases, and identify opportunities to optimize technology spending and operational efficiency.
  • Manage relationships with outsourced service providers, consultants, and technology vendors, ensuring contractual obligations, service levels, and organizational expectations are met.
  • Coordinate vendor governance, contract renewals, Statements of Work, licensing, and performance reviews.
• Reporting & Continuous Improvement
  • Develop executive dashboards and operational reports that provide visibility into service delivery, project status, financial performance, vendor performance, and key technology metrics.
  • Analyze operational data and recommend improvements that increase efficiency, reliability, automation, and customer satisfaction.
  • Maintain IT governance documentation, policies, operational procedures, and service standards.
  • Foster collaboration across business units to continuously improve technology services and support organizational objectives.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience in lieu of degree.
• Experience: Seven (7) or more years of progressively responsible experience leading Information Technology operations, IT service delivery, enterprise applications, vendor management, or technology portfolio management.
• Experience: Managing relationships with outsourced IT managed service providers, consultants, and technology vendors.
• Experience: Overseeing enterprise technology operations, service delivery, or IT portfolio management.
• Experience: Managing technology budgets, vendor contracts, and operational planning.
• Experience: Supporting enterprise business applications or ERP platforms; NetSuite experience preferred.
• Experience: Coordinating cross-functional technology initiatives and working effectively with both technical and business stakeholders.

Qualifications

• Knowledge: Comprehensive knowledge of Information Technology operations, IT service management (ITSM), enterprise business applications, technology governance, and outsourced service delivery models.
• Skills: Strong leadership, relationship-building, and collaboration skills with the ability to influence cross-functional teams, business leaders, and external partners without direct supervisory authority.
• Abilities: Strong analytical, organizational, project coordination, and problem-solving skills with the ability to manage multiple priorities and competing deadlines.
• Abilities: Excellent written, verbal, and presentation communication skills, including the ability to communicate technical concepts to non-technical audiences.
• Abilities: Ability to analyze operational and financial data, develop meaningful performance metrics, and recommend technology solutions that improve service delivery, operational efficiency, and business outcomes.
• Abilities: Ability to identify operational risks, evaluate technology investments, and develop practical, cost-effective solutions that align with organizational priorities.
• Abilities: Ability to effectively leverage artificial intelligence (AI) tools and technologies to streamline workflows, enhance productivity, improve decision-making, and increase overall work quality.

Benefits

• Professional growth and development
• Health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives

Pay

The hiring range for this position is $100,000 to $120,000 per year.

Schedule

This position follows a hybrid work schedule, with Tuesday through Thursday in office and Monday and Friday remote. Employees must be available during standard business hours, with core hours beginning between 8:00–9:00 a.m. and concluding between 5:00–6:00 p.m. local time.