Director, Infrastructure

Responsibilities

• Strategically develop, implement, and continuously refine the organization's IT strategy, ensuring robust alignment with both business and global objectives.
• Provide strong leadership, mentorship, and management to the IT department staff, encompassing talent acquisition, performance evaluation, and professional development.
• Maintain comprehensive oversight and management of all IT infrastructure, including networks, hardware, software, and critical business applications, ensuring optimal performance and reliability.
• Develop, manage, and meticulously control the IT budget, including accurate forecasting of technology needs and transparent reporting on IT expenditures and progress throughout the year.
• Cultivate and manage strategic relationships with external IT vendors and expert advisors, optimizing service delivery and value.
• Direct the entire lifecycle of new IT projects, from conception to completion, ensuring timely delivery, adherence to budget, and successful outcomes.
• Guarantee the timely and effective resolution of all technical support issues and oversee overall help desk operations, striving to maintain all Service Level Agreements (SLAs) at 90% or greater for response and resolution times.

Qualifications

• Education: Bachelor’s degree preferred
• Required Experience: 8+ years of direct management experience leading IT Support professionals, including IT Support leaders and managers.
• Technical Skills / Abilities: Profound understanding and hands-on troubleshooting expertise with MS Office Suite/O365/Active Directory; proficiency in ServiceNow ticketing systems; strong knowledge of Windows Servers and full understanding of networking protocols.
• Personal skills: Exceptional verbal and written communication skills, capable of articulating complex technical information to diverse audiences; strong customer-focused approach, dedicated to delivering excellent service and support; highly self-motivated with the ability to work autonomously and drive initiatives forward; meticulously detail-oriented, ensuring accuracy and thoroughness in all tasks; proven ability to effectively manage multiple priorities and tasks simultaneously in a fast-paced environment; demonstrated strong problem-solving capabilities and practical working knowledge of project management methodologies; adept at thriving in a diverse, dynamic environment and fostering effective collaboration across various teams and departments; outstanding interpersonal skills, with a proven ability to engage and influence both technical and functional stakeholders.