VP of IT Operations

itContracting 's US-based client is looking to recruit a VP of IT Operations . This is a permanent position, offering a competitive salary and excellent benefits. Although they have offices in Chicago and Dallas, this is a remote working role with minimal time on-site required.

About the role: This role will be responsible for overseeing and managing a wide range of IT support services, including service support, helpdesk operations, infrastructure support, and applications support. The role of Vice President IT Operations is a new appointment reporting directly to the CIO, with whom they will work closely to ensure the smooth and efficient functioning of their IT systems across all locations, ensuring a seamless experience for both staff and customers.

Role Responsibilities:

1. Responsible for overseeing and managing a wide range of IT support services.
2. Lead a team of IT professionals, establish and enforce best practices, and drive continuous improvement initiatives to optimize IT operations.
3. Develop and implement strategic plans, policies, and procedures to support the overall IT operations objectives of the organization.
4. Oversee the day-to-day activities of the IT operations team, ensuring efficient incident resolution, service request fulfillment, and problem management.
5. Manage and monitor the performance of IT systems, networks, and applications, ensuring high availability, reliability, and security.
6. Collaborate with cross-functional teams, such as infrastructure, security, and software development, to drive alignment and achieve operational excellence.
7. Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve the performance of IT support services.
8. Provide leadership and guidance to team members, fostering a positive and productive work environment, and promoting professional growth and development.
9. Identify and implement automation and process improvement initiatives to streamline IT operations and enhance productivity.
10. Collaborate with vendors and third-party service providers to manage contracts, service-level agreements, and performance metrics.
11. Stay up to date with industry trends and emerging technologies, recommending innovative solutions to enhance IT operations and support business growth.
12. Must enforce and uphold adherence to PII and required compliance policies and procedures.

Role Requirements:

1. Bachelor's degree in computer science, information technology, or a related field.
2. Proven experience (8 years) in IT operations management.
3. Strong leadership skills with the ability to inspire and motivate teams to achieve operational objectives.
4. In-depth knowledge of ITIL processes and best practices for incident, problem, and change management.
5. Solid understanding of IT infrastructure, including networks, servers, databases, and cloud technologies.
6. Experience managing helpdesk operations, call centers, and field services in a multi-location environment.
7. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
8. Strong analytical and problem-solving abilities, with a focus on driving continuous improvement.
9. Demonstrated ability to manage budgets, allocate resources, and prioritize tasks effectively.
10. Travel across their US locations as required.

Candidates must be based in North America/Mexico and currently hold a valid appropriate long-term work Visa to apply.

If you are interested in applying for this role, please do so via the relevant link. If you would like to discuss this role in confidence, please contact Jennifer Shanahan directly at