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
Experience managing virtual desktop environments and distributed workforce infrastructure
Experience with enterprise SaaS governance, application rationalization and access reviews
Experience leading business continuity tabletop exercises and cross-region recovery testing
Experience working with HR and People Operations to improve employee onboarding and offboarding
Benefits
Medical, Dental & Vision (inclusive of domestic partnerships)
Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
Voluntary Short/Long Term Disability Insurance
401K (Roth/Traditional)
A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
Above market annual bonuses
Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Classification: Exempt