Director of IT Operations

Job Summary The Director of IT Operations is responsible for the ongoing operational excellence of Baker Distributing's technological infrastructure, security operations, and customer service functions. This leader will enable, operate, and continually develop a robust, world-class IT operations organization that supports 220+ retail locations across the United States. This on-site role requires a proactive, action-oriented leader with strong execution capabilities, security and infrastructure expertise, and the ability to drive results in a fast-paced, resource-constrained environment. We need someone who can cut through red tape, hold teams accountable, and deliver operational excellence while building the team structure necessary for sustained success. This role is critical to clearing operational backlogs, systematically reducing technical debt, leveraging AI/automation to augment team capacity, and making tough prioritization decisions. The Director owns day-to-day security operations including endpoint protection (CrowdStrike), email security (Proofpoint), incident response, vulnerability management, and patch management. This role currently has 7 direct reports including 1 Service Desk Manager and 6 individual contributors across infrastructure, network engineering, systems administration, security, and DSS functions. Key Responsibilities Execution & Delivery Own and drive operational execution across all IT operations functions - infrastructure, security, network, systems, and service desk Make daily operational decisions and prioritize work across teams without escalating routine matters Establish and track meaningful KPIs for operational health including infrastructure reliability, incident response times, change success rates, project delivery velocity, and backlog reduction targets Make tough prioritization decisions including saying no to low-value initiatives, cutting scope when necessary, and killing projects that don't align with strategic objectives Unblock teams by identifying and eliminating process bottlenecks, bureaucratic roadblocks, and dependencies that slow progress Demonstrate bias for action - assess, decide, and execute quickly rather than over-analyzing or waiting for perfect information Create and report metrics around service desk performance and customer service levels Accountability &Performance Management Hold team members accountable for delivering results, meeting commitments, and maintaining high performance standards. Set clear expectations and success criteria for individuals and teams, ensuring alignment with organizational objectives. Act quickly and decisively when performance issues arise - provide coaching, implement performance improvement plans, or make personnel changes as needed. Create a high-performance culture where accountability is the norm and underperformance is addressed swiftly and directly. Conduct regular performance assessments and provide candid, constructive feedback to drive continuous improvement. Security Operations (Day-to-Day Ownership) Own and manage day-to-day security operations including CrowdStrike (endpoint protection) and Proofpoint (email security) platform administration, tuning, and optimization Lead security incident response - triage, investigate, contain, and remediate security alerts and threats from CrowdStrike, Proofpoint, and other security tools Manage patch management and vulnerability remediation programs, ensuring timely patching of critical vulnerabilities across infrastructure and endpoints Oversee security awareness initiatives and respond to phishing campaigns, using Proofpoint reporting to drive user education and reduce security risk Manage relationships with security vendors, MSSPs, and other security service providers to ensure optimal service delivery Monitor security tool effectiveness and recommend improvements, upgrades, or additional capabilities as needed Ensure security monitoring and alerting systems are properly configured and actively managed Track and report security metrics including incident trends, vulnerability remediation rates, phishing simulation results, and tool effectiveness Team Optimization & Resource Strategy Assess current team structure, spans of control, and organizational effectiveness to maximize operational impact. Effectively manage large span of control (9+ direct reports) through strong delegation, empowerment, and structured operational cadence. Implement operational rhythms (standups, weekly priorities, sprint planning) that keep teams aligned and moving without creating bottlenecks. Push decision-making down to appropriate levels, empowering team members while maintaining accountability. Develop team members' capabilities to increase organizational capacity and effectiveness. When strategic needs are identified, build data-driven business cases for investments (resources, tools, process improvements) that deliver measurable ROI. Create a scalable operating model that isn't dependent on the Director being in every decision or conversation. Technical Debt & Modernization Assess, prioritize, and systematically reduce technical debt across infrastructure, security, and operational systems. Guide the modernization and growth of technological infrastructure, balancing performance, reliability, security, cost, and flexibility. Identify and implement quick wins that deliver immediate value while working toward longer-term transformation goals. Remain current with emerging technologies, assessing the potential and significance of innovations, integrating that work into operational and architectural planning. AI Automation & Intelligent Operations Champion the adoption of AI and intelligent automation to augment team capacity, reduce manual work, and improve operational efficiency. Identify and implement automation opportunities across infrastructure management, security operations, service desk functions, and routine operational tasks. Leverage AI-powered tools for monitoring, alerting, incident management, and proactive problem resolution. Build a culture of "automate first" to systematically eliminate repetitive manual processes. Team & Culture Cultivate a culture of innovation, focusing on enhancing user experience and anticipating evolving technology needs for business operations. Develop a consistent practice of professional development for all staff, ensuring that each member of the team continues to grow professionally in all aspects of their development. Ability to attract and retain skilled, competent, motivated, creative people. History of successfully coaching, mentoring and developing talented personnel. Lead by example, demonstrating execution excellence and bias for action. Excellent communicator with highly developed oral and written skills; able to communicate effectively with both technical and non-technical audiences using data and metrics to tell the story. Strong interpersonal skills including active listening, conflict resolution, and ability to build consensus across diverse stakeholders in an environment characterized by ambiguity and change. Self-motivated and coachable - willingness to take direction, seek feedback, and work effectively both independently and as a collaborative team member. Strategic Partnership with VP of IT Execute on strategic initiatives defined by VP and leadership team Bring operational insights, recommendations, and options to inform strategic decisions Translate strategic vision into executable operational plans Flag risks and issues proactively with potential solutions Operational Excellence Ensure Baker's technological infrastructure and customer support services are routinely of exemplary quality through continual improvement and objective assessment Promote the integration of best practices and technology standards across the department Develop and implement IT policies and procedures, documenting, systematizing, and communicating about IT services Lead business continuity and disaster recovery planning and implementation Manage operational budget and provide financial projections and analysis as needed Provide regular, comprehensive status updates to the VP of IT using clear metrics and KPIs Requirements: Qualifications Leadership & Management Ability Proven track record of driving execution velocity and delivering results in fast‑paced, resource‑constrained environments; strong bias for action. Demonstrated ability to hold teams accountable, act decisively on performance issues, and coach/ develop talent – including making tough personnel decisions when needed. Experience building high‑performance cultures with clear expectations and swift resolution of under‑performance. Strong prioritization skills – able to say “NO,” make tough trade‑offs, and focus resources on the highest‑impact initiatives. Data‑driven decision‑maker who defines, tracks, and reports meaningful operational metrics and KPIs. Strategic operator who maximizes team effectiveness and crafts compelling business cases for strategic investments. Technical & Operational Expertise Broad management experience with enterprise‑wide technologies: servers, storage, networks, telecommunications, virtualized & cloud infrastructure, software‑defined infrastructure, and CI/CD pipelines. Hands‑on expertise with security platforms (e.g., CrowdStrike/E‑DR, Proofpoint/email security) and end‑to‑end security processes: vulnerability management, patch management, incident response. 7+ years delivering IT support services and managing infrastructure/cloud solutions (VMware virtualization, SAN storage, network management, Zoom telephony, etc.). Advanced knowledge of Microsoft Server, Microsoft SQL (2008/2014/2016), Exchange, Office 365, Active Directory, PowerShell, and Group Policy. Experience with major cloud providers (AWS, Azure, other PaaS/IaaS) and legacy platforms (AS/400). Demonstrated ability to assess and systematically reduce technical debt while preserving operational stability. Proven experience implementing AI, automation, and intelligent‑operations tools (AIOps, automation frameworks, intelligent monitoring/alerting) to augment team capacity. Experience integrating locally‑developed and vendor‑supplied services into a unified, coherent infrastructure. Experience & Education Bachelor's degree or equivalent professional experience (required). Minimum 7 years managing complex technical environments with a record of delivering results under pressure. Significant experience in technology procurement, contract negotiation/management, and IT project management. Proven performance‑management record: coaching, development, and handling under‑performance. Extensive experience providing technical support to large, complex organizations. Demonstrated ability to juggle multiple priorities (operational duties + projects) in a rapidly changing technical landscape. Preferred Certifications & Skills Certifications (preferred): MCSE, CCNA, ITIL, CISSP. Automation platforms: Ansible, Terraform, PowerShell scripting for automation. AI/ML for IT operations: experience with AIOps platforms. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Required to position self to access equipment by standing, sitting, or walking, climbing, kneeling, crouching, or crawling. Operates computer and telephone equipment for extended periods of time. Visual acuity is required to perform essential job functions such as reading labels, inspecting equipment, monitoring inventory, and operating machinery. Tasks may involve close vision, distance vision, color differentiation, peripheral awareness, depth perception, and visual focus.