{"id":3771591,"url":"https://alion.io/job/api-accommodations-plus-international-director-technical-operations","title":"Director, Technical Operations","company":{"id":2602590,"name":"API – Accommodations Plus International","domain":"apiglobalsolutions.com","url":"https://alion.io/company/apiglobalsolutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":130000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"GDPR","optional":false},{"name":"IAM","optional":false},{"name":"ISO 27001","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Ping Identity","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SOC 2","optional":false},{"name":"Okta","optional":true}],"status":"live","first_seen_at":"2026-11-04T19:45:02Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T21:57:31Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Who We Are\nAccommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.\nOur mission is to make layovers simpler and more efficient for crew members-and we bring that to life through deep industry expertise and a practical, results-driven approach.\nToday, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.\nAt API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.\nIf you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you!\nSummary/Objective\nThe Director of Technical Operations is a senior IT leader responsible for the reliability, performance, and continuous improvement of API's internal technology environment. This leader oversees all aspects of corporate IT operations, including helpdesk and end-user support, employee hardware lifecycle management, corporate systems administration, enterprise AI tooling ownership, and the tools and processes that keep our global workforce productive every day. Operating across teams in Canada, India, Brazil, and the United States, the Director will lead a team of approximately [X] employees, including [X] direct reports, and manage and develop geographically distributed IT support and systems teams, setting clear service standards and fostering a culture of responsiveness, accountability, and employee-first service delivery. This role requires a seasoned IT operations leader who brings deep experience in enterprise support environments, strong people management skills, and the ability to align internal technology services with the needs of a growing, globally distributed organization.\nEssential Functions:\nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nLeadership & Team Management\nLead, mentor, and develop distributed IT operations teams across Canada, India, Brazil, and the US, fostering a collaborative, service-oriented culture that bridges time zones and delivers a consistent employee experience globally\nDefine team structure, staffing levels, roles, and career development frameworks for helpdesk technicians, desktop support engineers, and systems administrators across Canada, India, Brazil, and the US\nEstablish clear goals, KPIs, and performance expectations for the IT operations organization; conduct regular performance reviews and provide ongoing coaching and feedback\nPartner with HR and talent acquisition to recruit and retain skilled IT support professionals in Canada, India, Brazil, and the US; build a team capable of scaling to meet growing organizational demand\nFoster a customer-service culture within the IT team, setting expectations for responsiveness, communication quality, and employee satisfaction across all support interactions\nFacilitate cross-functional collaboration between IT operations and HR, Finance, Legal, and business teams to anticipate technology needs and deliver solutions proactively\nHelpdesk & End-User Support\nOwn the global helpdesk function end-to-end, including service desk operations, ticket management, escalation procedures, SLA definitions, and performance reporting for teams in Canada, India, Brazil, and the US\nAdminister the helpdesk ticketing and knowledge management tools used by the global support team, ensuring workflows, categorization, and reporting meet organizational needs\nDefine and enforce helpdesk SLAs and response time targets; monitor queue performance, ticket aging, and resolution rates, and drive continuous improvement initiatives to reduce mean time to resolution (MTTR)\nEstablish and maintain a comprehensive, searchable knowledge base and self-service portal to reduce repeat ticket volume and empower employees to resolve common issues independently\nOversee Tier 1, Tier 2, and Tier 3 support workflows, ensuring clear escalation paths and effective knowledge transfer between support levels\nDevelop and report on helpdesk metrics and employee satisfaction scores (CSAT) to executive leadership; use data to identify systemic issues and prioritize improvements\nManage on-call and after-hours support coverage across time zones to ensure critical support needs are addressed outside standard business hours\nEmployee Hardware & Asset Management\nOwn the full lifecycle of employee hardware including procurement, provisioning, deployment, tracking, maintenance, refresh, and secure decommissioning for laptops, desktops, mobile devices, peripherals, and other end-user equipment\nDevelop and maintain a hardware refresh strategy and multi-year capital plan, ensuring employees in Canada, India, Brazil, and the US are equipped with current, standardized, and reliable devices\nAdminister mobile device management (MDM) and endpoint management platforms (such as Jamf, Microsoft Intune, or equivalent) to enforce security policies, manage configurations, and support remote provisioning and wipe capabilities\nMaintain accurate and up-to-date IT asset inventory using asset management tooling; ensure all hardware and software assets are tracked, auditable, and compliant with licensing and security requirements\nWork with the procurement function to manage hardware vendor relationships and purchasing programs; partner on pricing negotiations, warranty and support evaluations, and timely fulfillment for new hires and hardware replacements\nDefine and enforce hardware standards for different employee roles and personas (office-based, remote, executive, field); maintain an approved hardware catalog that balances performance, cost, and supportability\nCoordinate onboarding hardware readiness in partnership with HR and People Operations, ensuring new employees in Canada, India, Brazil, and the US receive fully configured, ready-to-use equipment on or before their first day\nCorporate Systems Administration\nOversee the administration, availability, and performance of Microsoft 365, including Exchange Online, SharePoint, Teams, OneDrive, and associated services; ensure the platform is well-governed, properly licensed, and continuously optimized for employee productivity\nManage identity and access management (IAM) infrastructure, including Ping Identity and Microsoft Entra ID, ensuring employee access is provisioned accurately, reviewed regularly, and deprovisioned promptly at offboarding\nAdminister and maintain corporate SaaS application portfolio in coordination with business stakeholders; manage license assignments, user provisioning, vendor relationships, and renewal cycles\nEnsure endpoint security standards are enforced across all corporate devices, including antivirus/EDR, patch management, disk encryption, and security baseline configurations\nManage corporate file storage, backup, and data retention systems; ensure business data is protected, recoverable, and compliant with relevant data governance policies\nMaintain business continuity and disaster recovery plans for corporate IT systems, including regular testing and documented recovery procedures\nSupport security incident response for corporate systems and endpoints in coordination with the security team\nSupport audit readiness and compliance requirements (SOC 2, ISO 27001, GDPR, or equivalent) as they relate to internal IT systems, access controls, and asset management\nAI Tooling & Ownership\nServe as the business owner of the company's enterprise AI tools (such as Microsoft Copilot, Claude, or equivalent), accountable for tool selection, rollout, configuration, and ongoing performance\nDefine and maintain the AI tooling strategy and roadmap, aligned with business priorities and in partnership with executive leadership and the security team\nEstablish AI usage governance, including acceptable-use policy, access controls, data-protection and confidentiality standards, and an approval process for new AI tools, integrations, and use cases\nAdminister AI platform licensing, user provisioning, and tenant or workspace settings; manage AI vendor relationships, contracts, renewals, and spend\nPartner with Security, Legal, and Compliance to assess AI tool risk, data handling, privacy, and regulatory requirements before and after deployment\nDrive employee adoption through training, enablement, documentation, and internal champions; help teams identify and prioritize high-value AI use cases\nMeasure and report AI adoption, usage, cost, and productivity impact to executive leadership; use the data to refine tooling and enablement priorities\nTrack the evolving AI tooling landscape; evaluate new tools and capabilities and recommend changes to the AI tool stack\nStrategy, Governance & Stakeholder Engagement\nDevelop and execute the multi-year IT operations roadmap, aligning internal technology capabilities with the company's growth plans, workforce needs, and executive priorities\nProvide regular reporting to the SVP Corporate Technologies and executive leadership team on IT service performance, helpdesk metrics, hardware spend, system availability, and strategic initiative progress\nManage the IT operations budget, including headcount, hardware procurement, software licensing, and vendor spend; provide accurate forecasting and variance analysis to finance and leadership stakeholders\nLead technology vendor relationships for hardware and corporate software; oversee contract negotiations, SLA management, and vendor performance reviews\nEstablish and maintain IT policies, standards, and procedures covering acceptable use, hardware standards, access management, data handling, and support processes; ensure policies are current, communicated, and enforced\nLead IT components of new office build-outs, office moves, and facilities technology upgrades, ensuring hardware and systems are ready for occupancy\nPartner with the security team to ensure internal IT practices align with the company's information security program and that corporate systems are appropriately protected and monitored\nCompetencies\nProven leadership ability with experience building, scaling, and retaining high-performing IT operations teams across multiple geographies and time zones\nStrong service-delivery orientation with a genuine commitment to employee experience; sets high standards for helpdesk responsiveness, communication quality, and issue resolution\nExecutive presence and communication skills; able to translate IT operational metrics and investment needs into clear, compelling narratives for C-suite stakeholders and non-technical audiences\nSkilled at leading geographically distributed teams; experienced navigating the logistical and interpersonal dynamics of cross-timezone collaboration across North America, South America, and Asia\nData-driven approach to operations management; uses helpdesk metrics, asset data, and service performance KPIs to identify trends, prioritize investments, and report on team effectiveness\nStrong financial acumen with experience managing IT operations budgets covering hardware procurement, software licensing, and staffing, with a track record of cost-effective resource allocation\nHighly organized with strong process discipline; skilled at building repeatable, scalable IT workflows that reduce manual effort and improve consistency across a growing organization\nCollaborative partner who works effectively across HR, Finance, Legal, and business teams to ensure internal IT services anticipate and meet organizational needs\nPractical working knowledge of enterprise AI tools; 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