Director of IT Services

About Innovas:

At Innovas, we are transforming the way government innovates by delivering the mechanisms that turn ideas into action. We bring together the right people, processes, and technologies to accelerate progress where it matters most.

With a focus on impact over bureaucracy, collaboration over silos, and solutions over status quo, we we're built to act. Our team is made up of passionate problem-solvers, innovators, and experts who thrive on tackling meaningful challenges and delivering results. At Innovas, every role contributes to something bigger. Whether you’re supporting technology acquisition, improving processes, or enabling collaboration across organizations, your work helps move critical missions forward.

Join Innovas and help shape the future of government innovation.

Why work at Innovas:

Work on problems that matter.
At Innovas, your work directly supports innovation that shapes our nation’s future and delivers solutions with real-world impact.

Be part of something built differently.
Our teams are empowered to focus on solving problems, creating value, and exceeding expectations.

Bring ideas to life.
Work alongside passionate problem-solvers who thrive on tackling complex challenges and turning possibilities into progress.

Grow alongside a team of experts.
Our people bring diverse experiences from government, military, industry, technology, and entrepreneurship.

In this position, the hired individual will be part of a team supporting NSTXL activities.

The Director of IT Services will lead and strengthen the company’s technology operations as the organization grows. This leader will be accountable for reliable IT services, effective security practices, responsive employee support, and the performance of internal staff and external service providers. This is primarily a leadership role, with approximately 70% or more of the focus on directing staff and service providers. The Director must bring sufficient practical technical experience to evaluate recommendations, hold teams and vendors accountable, and contribute directly during critical incidents or other situations requiring additional technical support.

Reporting to the CTO, the Director will lead internal IT staff supported by outsourced partners across service desk operations, security, infrastructure, and business applications. They will partner across the business to support rapid growth, improve operational discipline, and strengthen security across the organization.

Essential Duties and Responsibilities

• Partner with HR, Finance, Engineering, Marketing, Contracting and Program Management, Operations, and other business functions to understand their needs and ensure IT services support their work.
• Assess systems, services, processes, staffing, and vendor capabilities; develop and execute a prioritized improvement roadmap in partnership with the CTO.
• Make staffing, sourcing, technology, and investment decisions in partnership with the CTO, supported by clear business needs and financial considerations.  Communicate progress, risks, dependencies, and investment needs to the CTO.
• Infrastructure Monitoring and Service Reliability
• Own the reliability, security, performance, and lifecycle management of IT infrastructure, cloud services, networks, connectivity, and endpoints.
• Establish and maintain internal monitoring capabilities that provide useful visibility into the availability, health, capacity, and performance of critical systems and services.
• Define service criticality, availability targets, support commitments, and escalation procedures with business stakeholders; measure uptime and SLA attainment and address performance gaps.
• Establish recovery time and data-loss objectives with business owners; maintain and test backup, restoration, and disaster recovery capabilities across SaaS, cloud, and internally operated systems.
• Partner with Engineering on production hosting, shared infrastructure, and local inference systems, establishing clear responsibilities for operation, security, monitoring, and recovery.

Security Governance and Incident Readiness

• Own IT security policies, risk management, compliance readiness, and control effectiveness in collaboration with team members, the CTO, and business stakeholders.
• Lead improvements supporting applicable CMMC requirements and NIST standards, including documentation, evidence collection, remediation, and management of exceptions.
• Maintain SIEM capabilities and SOC services with the MSSP, ensuring appropriate monitoring coverage, alert handling, escalation, and response.
• Own patching and vulnerability remediation outcomes, coordinating with the MSP on prioritization, testing, deployment, verification, and reporting.
• Oversee EDR, ZTNA, identity security, and other protective controls, ensuring effective coverage, configuration, and ongoing operation.
• Establish and maintain a standardized incident response plan and a coordinated computer security incident response team involving internal staff and relevant vendors.
• Conduct regular incident response exercises, validate readiness, lead the response to significant incidents, and ensure corrective actions are completed.

Enterprise Applications and Information Governance

• Lead the implementation, adoption, and effective operation of enterprise technology platforms and services through internal staff and service providers.
• Oversee identity providers, single sign-on, multifactor authentication, privileged access, and account lifecycle management.
• Own the technical administration and lifecycle of business applications, websites, and other enterprise systems, in partnership with the departments that use them.
• Identify opportunities to connect systems and improve workflows across departments, including application selection, integration, implementation, and ongoing improvement.
• Lead development and implementation of data classification and retention practices with business departments and external counsel.
• Direct the effective use of DLP, retention, legal holds, and eDiscovery capabilities, coordinating authorization, execution, and documentation with external counsel and designated business stakeholders.
• Partner closely with the Director of Operations to align technology strategy, systems, integrations, and automation with business needs, streamline workflows, improve operational efficiency, and drive enterprise modernization initiatives

Service Desk and Employee Technology

• Own internal service desk operations, including staffing, ticket intake, prioritization, request fulfillment, escalation, communication, and service quality.
• Improve ticketing, documentation, knowledge management, and support processes to provide consistent service and useful operational data.
• Use employee feedback, service metrics, and incident reviews to identify recurring problems and address their underlying causes.
• Ensure new hires receive equipment before their start date and have the access needed when they begin work.
• Partner with HR, hiring managers, and service providers to connect hiring workflows with device ordering, depot fulfillment, secure provisioning, and access preparation.
• Oversee corporate and personally owned devices used for company work, including enrollment, configuration, security, support, inventory, replacement, and retirement.
• Maintain effective transfer and offboarding processes, including timely access changes, account removal, and equipment recovery.
• Apply automation and AI-assisted tools to improve service speed, consistency, and staff effectiveness, with appropriate security controls and human oversight.
• Lead end-user training on business applications, effective use of technology, and security awareness to improve productivity, support adoption, and strengthen secure working practices.

Vendor Financial and Performance Management

• Manage MSP, MSSP, software, infrastructure, depot, and other technology providers, retaining clear internal accountability for service outcomes.
• Track vendor obligations against contracts, statements of work, service levels, and agreed deliverables; verify fulfillment and resolve gaps through documented corrective actions and escalation.
• Ensure Innovas retains appropriate administrative access, operational visibility, documentation, and continuity arrangements for vendor-managed services.
• Develop and execute the IT budget in partnership with the CTO, maintaining fiscal responsibility across procurement, licensing, renewals, projects, and operating costs.
• Maintain accurate hardware and software inventories, reconcile license entitlements and usage, and forecast requirements as the organization grows.
• Establish baselines and performance targets using recognized IT service management and security KPIs appropriate to the business.
• Produce monthly executive summaries and detailed operational reports covering service levels, monitoring, patching, backups, security, compliance, inventories, vendor performance, and spending.
• Review performance, risks, corrective actions, and investment needs monthly with the CTO and quarterly with the executive team.

Leadership and Team Development

• Lead and develop the IT and Security teams, establishing clear responsibilities, service expectations, and accountability across service desk operations, security, infrastructure, and business applications.
• Set departmental and individual goals and priorities in partnership with the CTO and other leaders, aligning staff capacity, vendor support, and improvement initiatives with business needs.
• Provide regular coaching, actionable feedback, and performance reviews; recognize contributions, address performance gaps, and support employee career development.
• Assess team capabilities and training needs; establish development and cross-training plans that strengthen technical skills, improve service delivery, and maintain coverage for critical IT functions.
• Recruit, onboard, and retain qualified IT professionals; promote knowledge transfer between internal staff and service providers so the organization maintains the expertise needed to operate its systems effectively.
• Develop, manage, and forecast the IT budget in partnership with the CTO, aligning staffing, training, technology investments, and vendor spending with approved priorities.
• Build a culture of responsive service, collaboration, accountability, and continuous improvement; delegate effectively while remaining accountable for team and service outcomes.

Supervisory Responsibilities

• Lead internal IT staff and coordinate outsourced partners across service desk operations, security, infrastructure, and business applications, with clear accountability for performance and service outcomes.
• Establish clear responsibilities, service expectations, and performance standards for internal staff and external providers.
• Recruit, develop, and retain experienced IT professionals through effective hiring, coaching, feedback, training, and performance management, aligning team capabilities and service capacity with organizational growth.

Required Qualifications

• 12+ years of IT experience, including substantial practical experience across infrastructure, enterprise services, and IT operations.
• 7+ years of experience leading technical teams, including responsibility for staff performance, service delivery, and external service providers.
• Demonstrated success improving an established IT function, with measurable results in service quality, reliability, security, team effectiveness, or vendor performance.
• Experience leading internal service desk operations and managing services delivered through MSPs, MSSPs, and other partners.
• Experience owning security policies, risk remediation, incident response readiness, and compliance or audit preparation.
• Experience establishing service expectations, measuring uptime and SLA attainment, evaluating vendor obligations, and reporting performance to business leadership.
• Demonstrated financial discipline in budgeting, procurement, licensing, asset management, and vendor oversight.
• Strong communication, people leadership, and change management skills, supported by curiosity and a practical approach to solving business problems.
• Ability to obtain and maintain a security clearance.
• US Citizenship

Preferred Qualifications

• 15+ years of IT experience, including substantial practical experience across infrastructure, enterprise services, and IT operations.
• 10+ years of experience leading technical teams, including responsibility for staff performance, service delivery, and external service providers.
• Experience leading the adoption and effective use of Microsoft 365 G5 services and GCC High environments.
• Broad technical depth across cloud services, networking, identity, endpoints, enterprise applications, monitoring, and security, sufficient to evaluate technical work and contribute during significant incidents.
• Experience supporting government contracting organizations and CMMC or NIST-based security programs.
• Working knowledge of Microsoft 365 security and information governance capabilities, including DLP, retention, legal holds, and eDiscovery, and the ability to direct their effective use.
• Experience improving IT operations and security maturity in a growing organization with a small internal staff and multiple outsourced partners.
• Experience with business application integration, HR-driven onboarding automation, depot services, and scalable device provisioning.
• Experience applying automation and AI-assisted capabilities to IT administration, service delivery, and employee support.
• Experience with Windows Server, Linux, cloud infrastructure, and network security.
• An active security clearance.

Work Location:  Remote

Travel: Up to six weeks per year

Travel requirements reflect an estimate and are subject to change dependent on business needs.

Availability:

This position is not assigned to a scheduled on-call rotation. Critical incidents may require availability outside normal business hours, including evenings, weekends, and holidays. When a critical incident is escalated, the Director is expected to be available to lead the response within their area of responsibility, coordinate internal teams and external providers, support timely decisions and stakeholder communications, and help drive service restoration and incident resolution through closure in accordance with established incident response and escalation procedures.

What We Offer:

We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include:

• Health Insurance: Medical and dental – company pays 92% of premiums for individual coverage and for family coverage
• Vision Insurance: Fully covered
• Retirement Plans: 401(k) with employer match up to 4%
• Paid Time Off: Paid sick and safe leave, paid floating holidays, and generous vacation
• Other:
• • Basic Life & AD&D policy company paid
  • Voluntary Life
  • Flexible & remote work structure
  • Wellness reimbursement plan & mental health support
  • Community sponsorships
  • Donation matching
  • Professional development allowance

If you need any accommodation for the interview process, please let us know when we contact you.

Equal Opportunity Employer

Innovas is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.

We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We are currently only open to remote employees residing in the following states: AL, FL, IN, MI, MO, NM, NC, OH, OR, PA, SC, TN, TX, WY.

All offers of employment are contingent upon successful completion of a standard background check.