Director of IT Infrastructure and Support
Overview
The organization is seeking a Director of IT Infrastructure and Support to lead all technology operations that support end users, core systems, and foundational infrastructure. This role is responsible for ensuring reliability, security, and efficiency across the company's internal IT environment. The ideal candidate combines strong leadership with hands‑on technical capability, driving continuous improvement and modernizing IT service delivery through automation, streamlined processes, and scalable solutions.
This position follows a hybrid work model, requiring regular in‑office presence several days per week.
Key Responsibilities
Leadership & Team Management
- Direct and mentor IT support, infrastructure, and systems administration teams (including on‑site and remote members).
- Serve as a technical escalation point for complex issues, troubleshooting challenges, and guiding best practices.
- Foster a culture of accountability, collaboration, and continuous professional development.
IT Service Delivery & Support Operations
- Oversee end‑user support operations, ensuring timely and high‑quality service across the organization.
- Manage IT service management (ITSM) workflows, including ticket lifecycle, prioritization, incident handling, and root‑cause analysis.
- Improve service performance through automation, self‑service tools, and process optimization.
Infrastructure & Systems Management
- Lead efforts to maintain and strengthen core IT infrastructure, including servers, networks, identity systems, and cloud-based services.
- Ensure systems are secure, scalable, and aligned with organizational needs.
- Monitor operational metrics, uptime, and system performance to ensure reliability and continuity.
Security, Access, & Governance
- Oversee identity and access management, including secure onboarding and offboarding processes.
- Partner with internal stakeholders (such as HR, Legal, and Compliance) to ensure appropriate controls and procedural rigor.
- Maintain documentation, asset records, and policies to support audit readiness and internal governance.
Strategic Planning & Continuous Improvement
- Develop and refine IT operational strategies that support organizational objectives.
- Introduce modern tools, automation, and AI-enabled practices to enhance efficiency.
- Evaluate new technologies, trends, and operational methodologies to improve service delivery.
Budgeting & Vendor Management
- Manage departmental budgets, technology procurement, and relationships with external service providers.
- Ensure effective use of resources and alignment with business priorities.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 7-10+ years of IT experience, including at least 5 years in a leadership role overseeing infrastructure and support functions.
- Proven experience balancing strategic planning with hands‑on technical involvement.
- Strong understanding of infrastructure operations, identity management, device administration, networking concepts, and security principles.
- Skilled in incident response, troubleshooting, and problem-solving in diverse environments.
- Experience managing distributed teams and coordinating with cross-functional stakeholders.
- Familiarity with ITSM frameworks and tools; ITIL certification preferred.
- Strong communication skills with the ability to explain technical concepts clearly.
- Experience with budgeting, procurement, and vendor oversight.
Leadership Characteristics
- Hands‑on leadership style, able to guide teams while engaging directly with technical work when needed.
- Operational mindset, committed to uptime, quality service delivery, and responsive support operations.
- Innovation-driven, eager to modernize infrastructure and support processes using automation and emerging technologies.
- Team-oriented, focused on developing talent and fostering strong internal relationships.
- Analytical and data-driven, leveraging metrics to assess performance and guide decisions.
- Adaptable, comfortable navigating evolving technology environments and organizational needs.
Technology Environment
- Microsoft 365
- Google Workspace
- Collaboration and video conferencing platforms
- Cloud platforms (e.g., Azure, AWS)
- Mobile and device management tools (e.g., Intune, Jamf)
- Windows and macOS environments
- Network administration and domain services
- HRIS and access lifecycle systems
FAQs
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