Job Summary
The Director of IT Operations is a seasoned and strategic position which leads and matures our IT organization, managing critical teams including the Help Desk, Network Operations Center (NOC), and Site Reliability Engineering (SRE) resources. This role will focus on improving operational efficiency, establishing robust processes, implementing key metrics, and enhancing the reliability and performance of systems. The ideal candidate will bring a balance of technical expertise and operational excellence, with a proven track record of driving organizational maturity through process and technology innovation.
Essential Duties and Responsibilities
1. Operational Leadership:
- Oversee and manage the Help Desk, NOC, and SRE teams, ensuring high-quality service delivery and operational excellence.
- Foster a collaborative, customer-focused culture across all IT operations teams.
- Develop and implement processes to streamline workflows, improve efficiency, and reduce system downtime.
2. Process Development and Maturity:
- Establish and refine operational processes, including incident management, change management, and service request workflows.
- Implement frameworks like ITIL to drive standardization and improve operational consistency.
- Identify and eliminate process inefficiencies, ensuring alignment with organizational objectives.
3. Metrics and Reporting:
- Define and implement key performance indicators (KPIs) and metrics to monitor and measure operational performance, system reliability, and customer satisfaction.
- Develop dashboards and reports for leadership to provide visibility into the health of IT operations.
- Use data-driven insights to identify opportunities for improvement and track progress over time.
4. System Reliability and Availability:
- Lead efforts to improve the reliability, scalability, and performance of IT systems and infrastructure.
- Collaborate with SRE teams to implement automation, monitoring, and proactive measures to prevent outages and minimize downtime.
- Ensure the NOC operates efficiently, with robust processes for detecting, escalating, and
resolving incidents.
5. Technology and Tooling:
- Evaluate, select, and implement tools and technologies to support IT operations, including monitoring, ticketing, and automation platforms.
- Ensure seamless integration of systems and tools to support end-to-end operational processes.
- Stay informed about industry trends and emerging technologies to drive continuous improvement.
6. Team Development and Leadership:
- Recruit, mentor, and develop IT operations talent, fostering a culture of accountability, growth, and innovation.
- Build cross-functional relationships with other technology and business leaders to ensure alignment and collaboration.
- Define team goals and objectives, ensuring alignment with organizational priorities.
7. Governance and Compliance:
- Ensure IT operations comply with organizational policies, security standards, and regulatory requirements.
- Drive risk management practices to minimize potential disruptions and vulnerabilities in IT systems.
8. Other duties as assigned.
Supervisory Responsibility
This position manages employees and is responsible for the performance management and hiring of the employees.
Travel Requirements
Travel Requirements: Less than 25%
Education
Minimum/Preferred Education Description
Minimum 4 Year / Bachelors
Degree
Degree in Information Technology, Computer Science, or a related field
Preferred Graduate Degree Masters in Information Technology, Computer Science, or a related field
Experience
Minimum Years of Experience
10+ Years of experience in IT operations
5+ Years of experience in leadership roles
- Knowledge, Skills, and Abilities
- Proven experience managing Help Desk, NOC, and/or SRE teams.
- Strong background in process improvement, metrics development, and IT system reliability.
- Familiarity with ITIL, incident management, and change management frameworks.
- Hands-on experience with monitoring tools, ticketing systems, and automation platforms.
- Understanding of cloud infrastructure, DevOps, and modern IT architectures.
- Strong leadership and team-building skills with the ability to motivate and inspire teams.
- Excellent analytical and problem-solving skills, with a data-driven approach to decision-making.
- Exceptional communication and interpersonal skills to influence stakeholders at all levels.
- Strategic thinker with a focus on operational execution and long-term organizational maturity.
- Working Conditions and Physical Requirements
- Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components.
- Regular and predictable attendance required.
Company Summary
Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.
Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.
As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post production language services.
Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.
Disclaimer
This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
Apply today! www.sorenson.com/company/careers/
Equal Employment Opportunity:
Sorenson Communications is an EOE, Disability/Age Employer
Qualifications
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)