Milner, Inc. · 2 months ago
DIRECTOR OF IT OPERATIONS
Norcross,GA,US
Full-time
Hybrid
Director/Executive
10+ years expMilner, Inc. is a managed services provider seeking a Director of IT Operations to oversee and optimize IT service delivery. This senior leadership role includes managing helpdesk operations, vendor relationships, project management, and ensuring client satisfaction in a fast-paced environment.
Information ServicesInformation Technology
Responsibilities
Oversee the daily operations of the IT Helpdesk, ensuring timely resolution of client issues and alignment with SLAs
Develop and implement IT operational policies and procedures to optimize efficiency, quality, and client satisfaction
Ensure 24/7 operational availability and responsiveness for critical client systems and infrastructure
Manage vendor relationships to negotiate contracts, ensure service quality, and control costs
Oversee IT procurement processes, ensuring timely delivery of hardware, software, and other resources
Lead the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and budget
Collaborate with cross-functional teams to implement new technologies and services that meet client needs
Build and maintain strong relationships with clients, acting as a trusted advisor for their IT needs
Monitor and improve client satisfaction metrics, addressing concerns proactively to ensure high retention rates
Define, track, and report key performance indicators (KPIs) for IT operations, including SLA adherence, response times, and resolution rates
Use data-driven insights to continuously improve operational performance and client outcomes
Manage the recruitment, training, and professional development of IT operations staff, fostering a high-performance culture
Conduct regular performance reviews and provide coaching to enhance team capabilities
Contribute to the development of the IT strategy to align with company goals and market trends
Stay informed on emerging technologies and industry best practices to recommend innovations that improve efficiency and service delivery
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience may be considered
10+ years of IT experience, with at least 5 years in a leadership role within an MSP environment
Proven experience managing IT teams and operations, including helpdesk and infrastructure support
Strong technical knowledge of IT systems, networks, cloud solutions, and cybersecurity
Demonstrated ability to manage multiple projects simultaneously and deliver high-quality outcomes
Excellent problem-solving and decision-making skills in a dynamic and fast-paced environment
Strong interpersonal and communication skills to engage with clients, vendors, and internal teams effectively
Proficient in ITSM tools and project management software
Exceptional organizational skills and attention to detail
Availability for on-call support during critical incidents or emergencies
Ability to adapt and thrive in a rapidly changing IT landscape
Preferred
Certifications such as ITIL, PMP, or Microsoft/Cisco certifications preferred
High Technical Aptitude
Slack
Six Sigma
ITIL
PMP
Telephony (Voice and Data experience)
Management
ConnectWise
MSP
Company
Milner, Inc.
With roots dating back more than 3 decades, Milner has demonstated our commitment to providing organizations with innovative technologies that address today's business challenges.
501-1000 employees
H1B Sponsorship
Milner, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Jason Black
CFO
Company data provided by crunchbase