Director of IT Operations

About the role

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

Experience managing virtual desktop environments and distributed workforce infrastructure

Experience with enterprise SaaS governance, application rationalization and access reviews

Experience leading business continuity tabletop exercises and cross-region recovery testing

Experience working with HR and People Operations to improve employee onboarding and offboarding

Benefits

Medical, Dental & Vision (inclusive of domestic partnerships)

Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life

Voluntary Short/Long Term Disability Insurance

401K (Roth/Traditional)

A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)

Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Exempt

Keeper Candidate Privacy Notice

This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).

1. Data We Collect

Information You provide:

Contact details, CV/resume, cover letter

Employment history, qualifications, work eligibility

Application responses and uploaded documents

Information We generate:

Interview notes, assessments, communications

Scheduling information

Information From Others:

Recruiter/referral information who submit your profile

References (with your consent, before final offer)

Public professional profiles

Background verification (post offer)

Voluntary Diversity and Equal Opportunity Information

We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements

2. How We Use Your Data

Assess your application and suitability

Manage interviews and recruitment workflow

Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)

Comply with employment law obligations

3. Legal Basis

Legitimate Interests (recruitment management, security and integrity of the hiring process)

Contracting steps (for progressed candidates)

Legal and regulatory compliance obligations; explicit consent where required

4. Who We Share Information With

Internal:

HR, hiring managers, interviewers*, IT support for system administration

*Note - diversity and equal opportunity data is not shared with hiring managers.

Third Parties:

Service providers who assist with:

Applicant tracking, recruitment systems and assessment providers

Background verification vendors (post offer)

Recruitment agencies (where applicable)

Tools to support communication, collaboration and to securely store your data

Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.

5. International Transfers

Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.

6. Security

We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.

7. Retention

We keep your data for 24 months from your last application activity, then delete or anonymize it.

Exceptions:

You opt into our talent database for further retention by providing consent (extended retention)

You're hired (transfers to employee records)

8. Your Rights

You have the following rights and can contact us at the email below to exercise them:

Access, correct, or delete your data, subject to applicable law and retention requirements

Object to or restrict processing

Withdraw consent (where applicable)

Request data portability

Lodge a complaint with your data protection authority

If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.

When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.

9. Automated Decisions

Keeper does not make hiring decisions using solely automated processing.

10. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com