Executive Director, IT Operations

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

 

We are seeking an accomplished Executive Director of IT Operations to provide senior operational leadership and hands-on technical expertise for our enterprise IT infrastructure and end-user services organization. This role reports to the VP of IT & Security and manages both the Director of Infrastructure Operations and ServiceDesk/Desktop Support operations while maintaining deep technical involvement in complex implementations and serving as the subject matter expert across our technology stack. The ideal candidate combines proven leadership capabilities with advanced technical skills, providing strategic planning, operational reporting, and direct technical execution for critical infrastructure initiatives while ensuring exceptional end-user service delivery.

 

ROLE AND RESPONSIBILITIES:

Organizational Scope & Direct Oversight

• Infrastructure Operations and End-User Services Leadership
• Direct management of Director of Infrastructure Operations and senior infrastructure leadership
• Operational oversight of Senior Systems Administrators, Network Engineers, and technical infrastructure staff
• Strategic coordination with infrastructure teams across Linux/Windows, VMware, storage, networking, and cloud platforms
• Technical mentorship for infrastructure professionals and career development planning
• Direct management of ServiceDesk or desktop support manager
• Oversight of infrastructure Tier 1/2/3 support operations and escalation processes
• Demonstrated understanding of ServiceNow ITSM platform for incident, problem, and request management
• Strategic planning for end-user experience improvement and support optimization
• Ensure all systems are patched in accordance with company policy, servers, laptops, and network equipment

 

Strategic Planning & Operational Reporting

• Develop comprehensive operational plans, technology roadmaps, and capacity planning strategies for infrastructure and service delivery organizations
• Create detailed project plans, resource allocation strategies, and timeline management for major infrastructure and service delivery initiatives
• Generate executive-level reporting on infrastructure performance, service desk metrics, project status, and operational KPIs for VP leadership
• Coordinate budget planning, resource forecasting, and capital expenditure recommendations across infrastructure and end-user services
• Lead infrastructure architecture planning and technology standardization initiatives

 

Hands-On Technical Leadership & Implementation

• Personally lead complex technical implementations including major infrastructure upgrades, migrations, and architectural changes
• Serve as escalation point for critical technical issues requiring advanced expertise across multiple technology domains
• Conduct advanced troubleshooting and resolution for complex infrastructure problems spanning multiple platforms
• Design and implement enterprise-level solutions including virtualization clusters, storage architectures, and network infrastructures
• Lead proof-of-concept development and technical evaluation of new technologies and platforms
• Provide hands-on technical guidance during critical maintenance windows and emergency response situations

 

DESIRED QUALIFICATIONS:

Technology Stack Subject Matter Expertise

• Container Platforms & Cloud-Native Architecture: Expert-level knowledge of on-premises Kubernetes platforms, container orchestration, microservices architectures, networking (CNI), storage (CSI), security contexts, RBAC, network policies, admission controllers, and multi-tenancy patterns. Experience building Kubernetes as an internal platform service for development teams.<