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
  • Hearing aids
  • Mental health
  • IVF Treatments
  • Gender dysphoria and Reassignment procedures
• Flexible spending accounts
• Company match up to $1000 for dependent care FSA
• Dental and Vision
  • Dental: Implants and Orthodontia
  • Vision: Free with a buy-up plan for additional benefits
• A full service Health Center
• On-site Fitness Center
• Physical or Mental Care through Virtual Health Care System

Emotional

• 6 weeks paid family leave
• 12 weeks paid parental leave for birth mothers; 6 weeks for all other parents with newborns, adopted, or newly placed child; Mother’s room also available on-site
• 22-30 days of paid time off
• Employee Assistance Program
• Mindfulness space
• Service and achievement awards
• Back-up care
• Adoption and surrogacy assistance up to $7500

Social

• 40 hours per year of paid time off to volunteer
• 10 paid holidays
• up to 12 months of military leave
• Charitable gifts matched up to $2000 each year

Intellectual

• Up to $5250 tuition assistance per year
• Education Assistance Program offers FREE tuition at University of Arizona Global Campus.
• Growth Opportunities through access to:
  • LOMA’s Fellow Life Management Institute
  • NLGroup University
  • LinkedIn Learning
• Free certifications on your areas of expertise

Financial

• 401(k) with 100% match up to 6%
• Health + Wellbeing Account valued at $1800
• $50000 company paid life insurance
• Accident/Travel Coverage
• Short/Long Term disability coverage
• Voluntary benefits
  • Accidental Death & Dismemberment
  • Accidental Injury
  • Hospital Care
  • Critical Illness Insurance
  • LegalShield
  • 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.