Director of IT Operations

Description

Keeper Security is hiring a Director of IT Operations to lead our global enterprise IT function. This role will oversee IT infrastructure, end-user support, identity lifecycle management, IT service management, business continuity, vendor relationships and IT operations for Keeper’s distributed workforce. This is a 100% remote position, with the opportunity to work a hybrid schedule for candidates based in the El Dorado Hills, CA or Chicago, IL metro area.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and is sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and help build the systems and processes that enable our global workforce to work securely and efficiently.

About Keeper

Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com .

About the Job

This role will lead the strategy, operations and continuous improvement of Keeper’s corporate IT environment. The ideal candidate is an experienced IT leader who combines strong operational discipline with a customer-focused mindset and the ability to build scalable systems for a growing, distributed workforce.

The Director of IT Operations will be responsible for developing a multi-year IT roadmap, leading the IT Operations team, managing the IT operating budget and ensuring that employees have secure and reliable access to the tools and systems they need to be successful.

Responsibilities

Develop and execute a multi-year enterprise IT roadmap aligned with Keeper’s growth and business strategy

Operate with a “customer zero” mindset, ensuring Keeper’s internal IT environment reflects and validates our product philosophy

Lead global IT operations supporting a distributed, multi-site workforce and DevOps organization

Build, develop and lead the IT Operations team, including staffing, performance management and succession planning

Own the IT operating budget, forecasting, cost optimization, licensing and SaaS spend

Oversee endpoint management, collaboration systems, enterprise applications and virtual desktop environments

Ensure secure and frictionless access to corporate systems, SaaS platforms and development environments in partnership with Network and Security Operations

Govern SaaS application onboarding, ownership, access permissions, integrations and decommissioning

Maintain accurate configuration management, asset inventory and full hardware and software asset lifecycle management

Establish and manage a multi-tiered IT support environment for a global employee population

Own the IT service management framework, including incident, request, problem and change management processes

Establish measurable service-level agreements and operational KPIs, with regular executive reporting

Oversee internal IT requests, end-user systems, asset management and daily IT operations

Own on-call coverage, escalation paths and after-hours support for critical IT services

Develop and maintain IT support documentation, knowledge base resources, procedures, playbooks and operational plans

Own the workforce identity lifecycle, including provisioning, deprovisioning, role-based access assignment and identity governance

Enforce token-based authentication and single sign-on across Keeper’s corporate systems

Ensure user access changes are processed according to approved policies and maintained in auditable records

Partner with Security Operations on periodic access reviews and remediation of excessive or orphaned accounts

Lead and support the new hire IT onboarding process, ensuring devices, accounts, access and software are ready before each employee’s start date

Define and maintain onboarding workflows, checklists and runbooks in partnership with Human Resources, People Operations and hiring managers

Oversee hardware procurement, imaging, asset assignment, shipping and remote setup support for new hires

Track onboarding service levels, employee satisfaction and time-to-productivity metrics

Own disaster recovery and business continuity planning for corporate and internal systems in partnership with DevOps

Plan, execute and report on failover testing, managed DNS failover and cross-region recovery exercises

Define and track recovery time objectives and recovery point objectives for IT-owned systems

Lead business continuity tabletop exercises and incorporate lessons learned into plans and runbooks

Communicate company-wide regarding system status, downtime and scheduled maintenance

Govern enterprise change management, including change calendars, maintenance windows and change freezes

Manage IT vendor relationships, service-level performance, contract renewals and third-party service delivery

Partner with Procurement and Security on vendor evaluations and third-party risk reviews, including FedRAMP and IL5 requirements where applicable

Support audit readiness and control evidence reporting for IT-owned controls

Maintain documented IT controls and evidence supporting SOC 2, ISO 27001 and related compliance frameworks

Drive operational maturity through IT automation, observability, reliability engineering and continuous process improvement

Requirements

10+ years of progressively responsible experience in IT leadership, enterprise infrastructure, end-user services and IT service management

Demonstrated experience leading global IT operations for a distributed or multi-site workforce

Experience building, managing and developing high-performing IT Operations or corporate IT teams

Experience managing IT budgets, vendor relationships, licensing and SaaS spend

Strong working knowledge of identity and access management, including SSO, SCIM provisioning, token-based authentication and role-based access controls

Experience with IT service management platforms, configuration management and IT asset management

Experience leading or supporting IT onboarding and offboarding for a growing, distributed workforce

Proven experience designing, testing and managing disaster recovery and business continuity programs, including cloud failover

Experience establishing IT service-level agreements, operational KPIs and executive reporting

Strong understanding of endpoint management, enterprise applications, collaboration platforms and workforce technology

Experience operating in a security-conscious or compliance-driven environment

Strong executive communication skills, with the ability to translate operational metrics into business decisions

Excellent problem-solving, organizational and decision-making skills

Ability to build strong cross-functional relationships and collaborate effectively with technical and business leaders

Ability and willingness to use AI tools effectively to improve IT operations, documentation, troubleshooting and workflow efficiency

Preferred Qualifications

Experience supporting SOC 2, ISO 27001, FedRAMP, DoD IL5 or similar compliance frameworks

Experience supporting a global technology or cybersecurity organization

Experience with IT automation, observability or reliability engineering programs

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