We are seeking an experienced technology operations leader to serve as Director, IT Operations, responsible for delivering reliable, scalable IT services that power day-to-day business operations. This role leads global helpdesk operations (including VIP IT support) and corporate information technology including hardware asset management, endpoint engineering, and collaboration software. The Director, IT Operations ensures our employees have the tools, support, and infrastructure they need to be productive and secure. The ideal candidate is comfortable operating as player-coach and can in the same day work to assess strategic outlook for the team while helping to close complex tickets.This role reports to the Chief Information Security Officer.

This role is 3 days per week hybrid from our office in Oakland, California. We'd love for you to join us!

The Impact You’ll Have

IT Service Delivery & Client Infrastructure

Lead helpdesk operations and VIP IT support functions, setting service level standards and driving a high-quality end-user experience

Own incident management and escalation processes for platforms managed by IT Operations to ensure timely resolution and continuous improvement of support operations

Define and execute an end-user compute strategy encompassing endpoint hardware lifecycle management (laptops, AV/teleconference equipment, and VDIs), including imaging, deployment, MDM, patch management, asset inventory, procurement planning, and budget forecasting

Lead endpoint engineering to design and maintain standardized device configurations at scale, managing MDM platforms for security compliance, software deployment, and policy enforcement — partnering with the security team on endpoint health, vulnerability management, and compliance posture

Corporate Collaboration & SaaS Engineering

Own the strategy, roadmaps, engineering, administration, and support of core collaboration and productivity platforms including Google Workspace, Slack, Box, Jira, and related SaaS tools

Collaborate with AI enablement functions to incorporate enterprise AI strategy with collaboration and productivity platforms

Ensure platform integrations, reliability, and adoption across the organization

Global Team Leadership & Organizational Development

Build, mentor, and lead high-performing teams across IT operations and geographies

Foster a culture of operational excellence and continuous improvement, underpinned by strong customer service, process documentation, knowledge management, and team capability development

Who You Are

Education & Certifications

Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field

Relevant industry certifications such as ITIL, CompTIA, or cloud/endpoint platform certifications (Google Workspace Admin, Jamf, Microsoft Intune, etc.)

Experience Requirements

8+ years of progressive IT experience with 3+ years in a people management or team lead role

Demonstrated experience scaling and running helpdesk or IT support operations, including SLA ownership and escalation management

Hands-on background in endpoint engineering, MDM platforms, and hardware asset lifecycle management

Experience administering and supporting corporate collaboration and SaaS platforms (e.g., Google Workspace, Slack, Jira)

Proven ability to manage vendor relationships, hardware procurement, and operational budgets

Strong cross-functional collaboration skills with the ability to align IT services to business needs

Technical Skills

Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions

Experience with ITSM tooling (e.g., ServiceNow, Jira Service Management) and help desk operations best practices

Working knowledge of SaaS administration, user provisioning, and identity management (SSO/SCIM)

Familiarity with corporate network infrastructure concepts, VPN, and remote work tooling

Understanding of IT security principles, endpoint compliance, and data protection practices

Familiarity with AI productivity tooling and automation platforms for IT workflows