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DIRECTOR OF IT OPERATIONS
DIRECTOR OF IT OPERATIONSMilner • Peachtree Corners, GA, US
DIRECTOR OF IT OPERATIONS

DIRECTOR OF IT OPERATIONS

Milner • Peachtree Corners, GA, US
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  • [job_card.full_time]
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Job Description

Job Description

Description :

Job Title : Director of IT Operations

Department : Managed IT Services

Reports to : Vice President of Services

Location : Norcross, GA

Date : 11 / 12 / 2025

Position Overview

The Director of IT Operations at Milner Technologies is a senior leadership role responsible for managing and optimizing the delivery of IT services to clients in a managed services provider (MSP) environment. This role oversees helpdesk operations, vendor management, procurement, project management, and client satisfaction, ensuring seamless IT operations and service excellence.

The ideal candidate is a results-driven leader with a strong technical background, exceptional communication skills, and a proven track record in managing IT teams and operations in a fast-paced MSP environment.

Key Responsibilities

Operational Leadership

  • 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.

Vendor and Procurement Management

  • 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.

    • Project Management

  • 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.

    • Client Experience and Satisfaction

  • 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.

    • Performance Metrics and Reporting

  • 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.

    • Team Leadership and Development

  • 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.

    • Strategic Planning and Innovation

  • 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.

    • Education & Certification Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
  • Certifications such as ITIL, PMP, or Microsoft / Cisco certifications preferred.

    • Experience Requirements

  • 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.

    • Skills and Competencies

  • 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.

    • Work Environment

  • Primarily office-based, with flexibility to work remotely or on-site as required.
  • May require occasional travel to client locations or vendor meetings.

    • Special Requirements

  • Availability for on-call support during critical incidents or emergencies.
  • Ability to adapt and thrive in a rapidly changing IT landscape.

    • Requirements :

    Additional Qualifications

  • High Technical Aptitude
  • Slack
  • Six Sigma
  • ITIL
  • PMP
  • Telephony (Voice and Data experience)
  • Management
  • ConnectWise
  • MSP
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