Director, IT Operations

The Forge IT Operations team is responsible for designing, building, and maintaining the corporate infrastructure that delivers reliable, secure operation of our corporate IT ecosystem and SaaS services.

In this role, you will be responsible for hands-on setup and administration of a wide variety of hardware and software components (primarily SaaS and IaaS) to ensure that Forge employees can efficiently and securely perform their day-to-day job duties.

You naturally develop systems and processes to scale. You will work closely with the TechOps teams to continuously improve our ability to perform and adjust to new challenges. Additionally, you will be responsible for the setup and maintenance of a wide variety of hardware and software components.  

You love working with a skilled, energetic, and motivated team, and are passionate about providing high quality operational support while continuously improving quality and honing your skills. You are motivated, goal oriented, persistent and a skilled negotiator.

You will define and implement a strategy to drive adoption of service management and operational best practices relevant to Forge’s corporate infrastructure with a strategic view to meet the current needs while considering future direction. You will promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other IT Service Management processes.

• Provide direction and goal setting on strategy and IT operations
• Day-to-day administration of a variety of SaaS services: Okta, Slack, Office 365, Zoom, etc. 
• Device provisioning and configuration: MacOS, Windows, iOS, Android 
• Networking configuration and support: Wi-Fi, Ethernet, Routers, Firewalls (Palo Alto Networks experience a plus) 
• VoIP technology configuration and support 
• A/V conferencing configuration and support 
• General technology troubleshooting 
• Help Desk escalation support as needed 
• Mentor service and process managers on ITSM concepts
• Develop, over time, performance measures and consistently report metrics

• Undergraduate degree in Computer Science, Information Technology, System Administration, or related field of study, or equivalent work experience 
• 5+ years of system administration experience
• 3+ years demonstrated experience in ITSM
• Strong customer service mindset 
• Experience with Microsoft 365 setup and administration 
• Experience with MDM solutions such as Microsoft Intune  
• Experience with Active Directory administration
• Fintech or Financial services industry experience
• Demonstrated experience in leading process improvement and organization change initiatives
• Strong verbal, written, and interpersonal communication skills
• Experience with Mac administration 
• Experience with scripting languages and automation tools
• Working knowledge of ITIL framework and have managed ongoing operations of Service Management processes.
• Knowledge of tools used in ITSM environment
• Must be able to sit and/or stand for long periods of time in an office or home office setting while working