Director of IT Service & OperationsThe Director of IT Service & Operations is responsible for leading the teams, processes, and technologies that deliver IT services across BKF Engineers. Reporting to the Vice President of Technology & Information Systems, this role provides strategic leadership for IT service delivery, workplace technology, asset lifecycle management, procurement, and IT service management. The Director will build and lead a modern, scalable IT service organization, driving operational excellence, automation, and continuous improvement while delivering an exceptional employee experience for a geographically distributed workforce. As BKF continues to grow organically and through acquisitions, this position will play a key role in advancing a cloud-first, data-driven IT organization focused on reliability, security, consistency, and employee productivity.
Key Responsibilities:- Provide strategic leadership and oversight for the organization's IT service delivery function.
- Directly manage the Service Desk Lead, providing coaching, accountability, and support while empowering them to lead day-to-day service desk operations.
- Establish service standards, operational priorities, and performance expectations across the IT support organization.
- Serve as the senior escalation point for significant operational issues affecting employees or business operations.
- Foster a culture of accountability, continuous improvement, customer service, and operational excellence.
- Develop, implement, and continually improve IT service management processes, including incident, request, problem, change, and knowledge management.
- Establish scalable operational processes and leverage automation, self-service capabilities, documentation, and knowledge management to improve efficiency and enhance the employee experience.
- Identify recurring operational issues through trend analysis and drive root-cause improvements using ITIL or similar service management best practices.
- Oversee operational support for modern workplace technologies, including Microsoft 365, collaboration platforms, SaaS applications, endpoint management solutions, and employee productivity tools.
- Partner with Infrastructure, Cloud Operations, and Enterprise Applications teams to ensure seamless delivery of end-user technology services.
- Support identity and access management processes, employee onboarding and offboarding, and workplace technology standards.
- Oversee the full lifecycle of IT assets, including procurement, inventory management, deployment, refresh planning, recovery, and disposal.
- Manage technology procurement, vendor relationships, software licensing, and subscription management while identifying opportunities for standardization and cost optimization.
- Oversee technology support for office openings, relocations, expansions, conference room technology, and workplace systems to ensure a consistent employee experience across all locations.
- Define, monitor, and report on key performance indicators for IT service delivery, using data and reporting to drive accountability, service improvements, and operational decision-making.
- Partner with Human Resources, Finance, Facilities, Compliance, Security, and business leaders to improve employee experience, workplace operations, and business productivity.
- Communicate operational priorities, service improvements, and technology initiatives effectively while building strong partnerships across the organization.
Requirements- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
- Eight or more years of progressive experience in IT service management, workplace technology, or IT operations.
- At least five years of leadership experience managing technical teams or IT service organizations.
- Demonstrated success leading and improving IT service operations in a mid-sized or large organization.
- Experience managing leaders or supervisors responsible for day-to-day technical operations.
- Experience supporting modern, cloud-first workplace environments built around Microsoft 365, SaaS applications, and cloud-managed endpoints.
- Strong understanding of IT service management principles and continual service improvement.
- Demonstrated ability to build operational discipline through process improvement, metrics, automation, and accountability.
- Excellent communication, leadership, and stakeholder management skills.
Preferred- ITIL Foundation or higher certification.
- Experience leading IT service organizations within professional services, engineering, architecture, or consulting firms.
- Experience supporting geographically distributed organizations with multiple office locations.
- Experience implementing or optimizing ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management.
- Experience managing IT procurement, vendor relationships, software licensing, and asset lifecycle management.
- Experience leading organizational change and service modernization initiatives.
Physical Demands:Must be able to regularly talk, hear, and operate various IT devices. Occasional lifting of equipment up to 40 pounds may be required.
Work Conditions:The Director of IT Service & Operations will primarily work in an office environment with occasional travel to other office locations. Routine office hours are expected, with flexibility needed for after-hours support during critical incidents or system upgrades.
Benefits- The typical base salary range for this position is $165,000 -$200,000 per year, and may vary depending upon skills, experience, education, and geographical location. This is a salaried position paid bi-weekly.
- Competitive salaries, profit sharing, and 401k.
- Medical, Dental, and Vision Benefits.
- Generous paid time off packages.
- 9 Paid Holidays.
- Flexible schedules.
- Education reimbursement, Paid annual dues for professional and societal organizations.
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