Technical Operations Director

Description

We are looking for an experienced Technical Operations Director to lead and optimize our managed services delivery organization in New York, New York. In this senior leadership role, you will oversee technical teams, service operations, and client support functions, ensuring operational excellence and exceptional service quality. This position requires a strategic mindset and a commitment to developing scalable processes that support organizational growth while exceeding client expectations.

Responsibilities:
Lead and mentor teams across Service Desk, Field Engineering, Systems Engineering, and Project Delivery to ensure operational excellence.
Manage end-to-end performance metrics, including service quality, escalation processes, and client satisfaction.
Develop and implement scalable policies, procedures, and documentation to maintain high-quality service delivery.
Oversee daily service operations, ensuring prompt responses and resolutions for client environments.
Serve as an escalation point for key clients, fostering strong relationships and ensuring effective communication.
Collaborate with Account Management teams to support strategic planning, QBRs, and client technology roadmaps.
Ensure proper management of cloud, on-premise, and hybrid infrastructures, including Microsoft 365, Azure, networking, and security solutions.
Lead the evaluation and deployment of new technologies to enhance operational efficiency and service capabilities.
Drive operational improvements through automation, standardization, and alignment with industry best practices.
Oversee compliance with security standards, risk management protocols, and regulatory requirements.

Requirements

Minimum of 10 years of experience in IT services, including at least 5 years in leadership roles.
Strong expertise in service delivery operations, including ticketing workflows, SLAs, and performance metrics.
Extensive knowledge of cloud technologies such as Microsoft 365 and Azure, as well as networking and cybersecurity principles.
Proven ability to lead and develop large technical teams with clarity and accountability.
Experience scaling operations in fast-paced, client-focused environments.
Excellent communication and stakeholder management skills, including executive-level presentations.
Relevant technical certifications (e.g., Microsoft, Cisco, CompTIA) are highly desirable.
Familiarity with ITIL frameworks and multi-location service environments.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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