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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