Director, IT Operations

Provide operational leadership for CTA’s technology services with an emphasis on enterprise system management. This role is expected to spend approximately 60% of time on enterprise system management and 40% on operational IT services, ensuring that CTA’s core business systems, SaaS platforms, and cloud services are well administered, supportable, and continuously improved, while day-to-day IT services remain reliable, responsive, and well-governed through managed service partners and vendors.

• Own operational management of CTA’s enterprise systems and platforms, ensuring reliable administration, supportability, and lifecycle management.
• Establish and maintain system ownership and operating accountability for enterprise platforms (e.g., RACI, support model, escalation paths, administrative standards, and documentation) in partnership with business owners.
• Maintain accurate visibility into the enterprise application and SaaS landscape, including managed tool inventory, administrative ownership, and access patterns.
• Partner with business stakeholders and technical teams to support system onboarding, configuration management, releases/changes, and ongoing operational improvements.
• Ensure system integrations and dependencies are understood and supported through documentation, coordination with the Managed Service Provider (MSP) and vendors, and operational readiness practices.
• Coordinate MSP and vendor performance for assigned enterprise systems, including service quality, issue resolution, and continuous improvement.
• Improve reliability by identifying recurring system issues and driving root‑cause follow‑through and corrective actions.

• Lead IT service delivery and day-to-day operations to ensure responsive, high‑quality support and reliable technology services.
• Manage and hold the MSP accountable for performance, outcomes, and continuous improvement.
• Establish operational standards and repeatable execution through service definitions, escalation paths, documentation, and runbooks.
• Oversee endpoint operations including device lifecycle, provisioning, configuration standards, software deployment, and support readiness for a hybrid workforce.
• Coordinate major incident response for end‑user impacting services, including stakeholder communications and follow‑through actions to prevent recurrence.
• Other duties as assigned.

• 8–10 years of progressive IT experience with significant responsibility for enterprise systems and IT operations/service delivery.
• Demonstrated experience managing service providers and vendors and improving performance and reliability.
• Experience administering and operating SaaS platforms and business systems in a modern environment.
• Experience with endpoint management and deployment; familiarity with cloud environments and operational fundamentals.

• BS degree in computer science, information technology, or related field, or equivalent combination of education and experience.

• Strong operational leadership, vendor management, and service ownership mindset.
• Ability to define standards, build documentation, and drive consistent execution through partners.
• Strong troubleshooting and incident coordination skills, with clear communication to technical and non‑technical audiences.
• Practical knowledge of identity/access concepts, endpoint lifecycle management, and cloud/SaaS operational fundamentals.
• Strong prioritization, follow‑through, and ability to operate effectively in a fast‑moving environment.