Director, IT Shared Services & Operations

Key Responsibilities

Leadership & Strategy

• Provide technical leadership and vision for end user services and IT operations.
• Foster a high-performance culture across vendor and internal teams.
• Collaborate with business and IT leaders to align services with enterprise goals.
• Lead strategic planning for technology refresh, service innovation, and AI adoption.

Operational Oversight

• Manage outsourced delivery of service desk, AV, desktop, VDI, and IT operations.
• Ensure reliable, secure, and high-performing end user computing environments.
• Oversee capital planning and OPEX budgeting for end user services.
• Monitor and improve service delivery through KPIs, SLAs, and ITIL-aligned processes.
• Drive continuous improvement and operational excellence across all service areas.

Innovation & Transformation

• Evaluate and implement emerging technologies to enhance user experience.
• Lead pilots and adoption of AI, automation, and digital workplace tools.
• Champion user-centric service models and agile delivery practices.

Vendor & Financial Management

• Manage relationships with key vendors for service delivery, software/hardware maintenance, and licensing.
• Oversee financial planning, budgeting, and cost optimization for shared services.

Qualification & Requirements

• Bachelors degree in Computer Science or equivalent.
• 10+ years of progressive experience in IT operations, end-user services, or related domains, with at least 5 years in a leadership capacity.
• Proven success in leading outsourced service delivery.
• Strong technical knowledge across end user infrastructure.
• Proficiency with ServiceNow, Office 365, and related tools.
• Exceptional communication skills; comfortable engaging at all organizational levels.
• Experience in KPI-driven environments and continuous improvement.

Benefits

Physical

• Choice of 3 medical plans to protect you and your family. Including coverage for hearing aids, mental health, IVF treatments, and gender dysphoria and reassignment procedures
• Pay health care expenses with pre-tax dollars using a Flexible Spending Account. Company match up to $1,000 for Dependent Care FSA.
• Dental and Vision for you and your dependents. Dental includes implants and orthodontia. Vision is free with a buy-up plan for additional benefits.
• A full-service Health Center on the Vermont campus offering a variety of healthcare services, including a behavioral health counselor.
• On-site Fitness Center in both Vermont and Texas. Spin room and Exercise/Yoga room in Vermont.
• Physical or mental care via phone or video through our Virtual Health Care system.

Emotional

• 6 weeks Paid Family Leave to care for family when they need you
• 12 weeks Paid Parental Leave for birth mothers and 6 weeks for all other parents of a newborn, adopted or newly placed child. We also have a mother’s room for when you return to the office.
• 22-30 days of Paid Time Off based on years of service for non-exempt and an unspecified amount for exempt employees, paid time off for jury duty and bereavement.
• Employee Assistance Program (EAP) provides professional, confidential services for employees and families with up to 6 free sessions per year.
• Mindfulness Space for meditation and prayer on the Vermont campus and a relaxation room in Vermont and Texas.
• The company supports and recognizes employees with Service and Achievement Awards for outstanding performance or years of service.
• Back-up Care for your children or adult dependents when their regular care is not available.
• Adoption and Surrogacy Assistance up to $7,500.

Social

• 40 hours per year of Paid Time Off to Volunteer so we can make a difference in our communities.
• 10 Paid Holidays
• Up to 12 months of Military Leave if you are called to serve.
• Charitable Gifts matched up to $2,000 each year to support your favorite nonprofit organizations.

Intellectual

• Up to $5,250 tuition assistance per year at a university of your choosing.
• Education Assistance Program offers FREE tuition at University of Arizona Global Campus.
• Access to LOMA’s Fellow Life Management Institute, NLGroup University, and LinkedIn Learning for a variety of learning and growth opportunities.
• Free certifications in areas of expertise for your role.

Financial

• 401(k) with 100% match up to 6%.
• Health + Wellbeing Account valued at $1,800 so you can be reimbursed for purchases of products and services focused on you and your wellbeing.
• $50,000 company paid Life Insurance with optional up to 5x annual salary.
• Accident/Travel coverage while traveling on company business.
• Short and Long-Term Disability coverage.
• Voluntary benefits include Accidental Death & Dismemberment, Accidental Injury, Hospital Care, Critical Illness insurance, LegalShield, and IDShield.
• Take care of your furry family members with Pet Insurance covering accident only or accident & illness with wellness.
• Discounts on products from National Life and participating merchants.