Director of IT Operations & Support
Company: Feldspar & Flint
Location: Verona
Posted on: February 15, 2026
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Job Description:
Job Description Job Description We are seeking a strategic,
enterprise IT leader to serve as Director of IT Operations &
Application Support, responsible for the evolution, governance, and
operational maturity of enterprise technology operations across a
complex, always-on environment. This is a highly visible leadership
role for someone who thrives at the intersection of operational
excellence, modern IT service management, and business enablement.
You will own the reliability, scalability, and continuous
improvement of technology platforms supporting gaming, hospitality,
retail, entertainment, and enterprise functions—while helping
modernize how IT delivers value through automation, metrics, and
customer-focused service delivery. This role is ideal for a leader
who has operated at enterprise scale, is comfortable with
regulatory rigor and audit accountability, and has successfully
balanced operational excellence with governance, compliance, and
risk management in high-availability environments. What You’ll Do
Lead Enterprise IT Operations at Scale · Provide enterprise-level
operational and governance leadership for IT Operations, a 24/7
Technical Operations Center (TOC), Help Desk, Customer Support,
Computer Engineering, and Application Support teams. · Ensure high
availability, performance, and resilience of mission-critical
systems operating 24/7. · Act as the senior escalation point for
major incidents, driving calm, structured resolution and
executive-level communication. Modernize Service Delivery · Own and
continuously evolve IT Service Management (ITSM) practices,
including incident, problem, change, and request management. ·
Champion automation, monitoring, and proactive operations to reduce
incidents and improve mean time to resolution. · Define and track
service performance metrics, SLAs, and operational health
indicators. Drive Application Stability & Readiness · Lead
end-to-end operational ownership for a large and diverse portfolio
of approximately 250 gaming and enterprise applications. · Partner
with development, infrastructure, security, legal, compliance,
audit, and vendors to ensure applications are production-ready,
secure, compliant, and audit-ready. · Guide operational readiness
for upgrades, migrations, and new technology rollouts. Build
High-Impact Teams · Lead and develop multiple layers of management,
setting clear expectations and accountability. · Create career
pathways, mentoring, and succession plans for technical and
operational leaders. · Foster a culture of ownership, service
excellence, collaboration, and continuous improvement. Partner with
the Business · Work closely with executive IT leadership and
business stakeholders to align operations with enterprise strategy.
· Translate business needs into scalable operational capabilities.
· Provide clear, data-driven reporting on service performance,
risks, and improvement initiatives. Govern, Secure, and Optimize ·
Ensure direct accountability for compliance with regulatory
requirements, security standards, internal controls, and audit
obligations—especially within gaming and hospitality environments.
· Lead operational risk management, disaster recovery, and business
continuity planning. · Manage budgets, forecast capacity needs, and
oversee vendor relationships and contracts. What Success Looks Like
· Stable, reliable 24/7 operations with measurable improvements in
uptime and service quality. · Clear operational visibility through
dashboards, metrics, and executive reporting. · A confident,
empowered management team capable of running day-to-day operations.
· Reduced incident volume through proactive monitoring and
root-cause resolution. · Strong partnerships with business leaders
who view IT as a trusted service provider. What You Bring Required
Experience & Skills - Bachelor’s degree in Information Technology,
Computer Science, MIS, Business, or equivalent experience. - 10
years of progressive IT experience, including 5 years leading
enterprise IT operations or application support organizations with
regulatory and compliance responsibilities. - Proven experience
managing large, multi-team enterprise environments (50 staff) with
24/7 support requirements and formal governance expectations. -
Strong background in IT service management, enterprise operations
leadership, incident response, and operational governance. -
Experience managing complex budgets and vendor relationships. -
Ability to communicate clearly with both technical teams and
executive stakeholders. Preferred Experience - Experience in
gaming, hospitality, resort, or other highly regulated industries.
- Exposure to large application ecosystems and enterprise
platforms. - ITIL or other IT service management training or
certification. - Experience supporting multi-property or
enterprise-scale operations.
Keywords: Feldspar & Flint, Syracuse , Director of IT Operations & Support, IT / Software / Systems , Verona, New York
