Director Of It Operations

The Challenge:

Our client is seeking applicants for the position of Director of IT Operations, which is a hands-on role responsible for the smooth and effective management, as well as the day-to-day execution, of the IT department. The candidate will report to the CTO.

Responsibilities

• Learn The Company’s business and understand how our IT systems must support the needs of our customers.

• Drive continuous improvements in IT service delivery and customer satisfaction.

• Drive improvements in employee productivity through use of automation technologies and educating employees on how to best leverage collaboration platforms.

• Lead a transition of core IT infrastructure to a cloud provider.

• Team Leadership / Personnel Admin (Recruiting, motivating, mentoring, training programs, time management, and performance management including setting goals & objectives, performing reviews & initiating PIP’s if needed). Team size is currently 7 (5 employees plus 2 contractors).

• Responsible for ensuring day-day IT management and support / keep-the-lights-on of all business applications and IT platforms.

o Oversee Dev Ops & Reporting for the company’s Case Management System – Oversee the maintenance and day-day operational support of this key business application.

o Oversee Net Ops (InfoSec, Network, Email, DBA, Server, PC’s & Telephony, and Cloud operations) – Ensuring all IT infrastructure is kept current, backed-up, and maintained for optimal reliability, availability, and performance.

o Information Security – Ensuring all systems, services and applications are effectively secured & free from vulnerabilities. Coordinate activities with external security service providers including configuring vulnerability scans, handling response to real-time security alerts and notifications, and closing risks and gaps from periodic security reports. Drive improvements to security scores.

o Help Desk Management including managing ticket; queues, assignments, priorities, & escalations.

o Overseeing all IT service management including Incident management, Problem management, Change management, and Configuration management.

o IT vendor management.

• Maintaining a strong and healthy relationship with business operational leaders.

• Create/maintain documentation of IT policies, processes & procedures.

• Drive and maintain IT compliance programs (HIPAA/PCI/NIST/ITIL/ISO27001).

• Work closely with software development teams in support of Dev, QA, Staging, and Demo environments.

Qualifications

• The successful candidate will have a strong presence and be tenacious in pursuit of goals and objectives.

• Be customer centric and a great communicator able to bridge the gap between business and tech personnel.

• Be very well organized, and results orientated with a strong focus on timeliness and deadlines.

• Must have at least 10yrs IT leadership experience, preferably managing a small hands-on team.

• The right candidate will have progressed from a hands-on IT role, with experience in software development and infrastructure support, into IT leadership, but maintained a strong technical prowess.

• Experience managing external IT service providers both on and off-shore.

• A 4yr degree from accredited institute is required.

• Preference will be given to candidates with experience in the Alternate Dispute Resolution industry, or with prior experience as a business analyst or project manager.

• On-Site role based in Garden City but must have ability to travel to the NYC office on occasions.

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