IT Operations Director

🕒 Maio 3

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Sentinel Blue

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🔒 Cibersegurança

📋 Conformidade

🏛️ Governo

Cybersecurity • Compliance • Government

A Sentinel Blue é uma empresa de serviços de cibersegurança sediada em Warrenton, VA, que oferece soluções completas de cibersegurança adaptadas para pequenas e médias empresas. A empresa é especializada em serviços de cibersegurança totalmente gerenciados, consultoria de compliance e soluções Gov Cloud, garantindo que as organizações estejam protegidas e em conformidade com os padrões da indústria. Utilizando tecnologias de ponta como Microsoft Sentinel, Azure Government e frameworks de Zero Trust, a Sentinel Blue oferece serviços como papéis virtuais de CISO e CIO, centros de operações de segurança e detecção e resposta estendidas. A empresa está comprometida em aprimorar a maturidade de cibersegurança e a conformidade regulatória de seus clientes, com um foco especial em CMMC e avaliações de risco. A Sentinel Blue se orgulha de seus valores fundamentais de liderança em tecnologia emergente, excelência e uma abordagem centrada no cliente.

Descrição

• Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review. • Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime. • Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers. • Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices. • Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions. • Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks. • Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives. • Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication. • Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed. • Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support. • Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence. • Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency. • Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.

🎯 Requisitos

• U.S. citizenship - by nature of our work with the defense industry, all employees must be eligible for a Secret clearance. • 5–10 years of experience in IT operations, service delivery, infrastructure engineering, or IT leadership roles. • Proven experience managing Service Desk, Tiered Support Models, and escalation workflows. • Hands-on experience with infrastructure technologies such as Windows 11, Windows Server, macOS, Microsoft 365, Azure, virtualization platforms, and enterprise networking. • Demonstrated ownership of operational metrics such as SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket volume reduction. • Experience implementing or improving ITIL-aligned processes including incident management, change management, problem management, and knowledge management. • Ability to lead teams, make decisions under pressure, assign priority appropriately, and maintain operational discipline. • Experience deploying and enforcing secure baseline configurations across client environments. • Strong communication skills, with the ability to clearly report status, escalate risks, and translate technical issues into business impacts. • Ability to manage multiple initiatives simultaneously while driving tasks to completion through structured workflows. • CompTIA Security+ certification is required in the first 2 months of hire.

🏖️ Benefícios

• Fully paid individual healthcare, vision and dental insurance for the employee. • Paid certification and training opportunities. • Three weeks of paid vacation + 10 paid holidays. • A supportive environment with a focus on keeping healthy work-life balance. • Retirement benefit (401k) with company match.