Director, IT Infrastructure & Operations

About the Role

The Director, IT Infrastructure and Operations leads the teams responsible for maintaining Liquidity Services’ technology operations: Platform Operations, Network Engineering, and Service Desk and Field Support. This role ensures reliability, security, scalability, and cost-effectiveness across end-user support, server platforms, identity management, collaboration tools, backup systems, storage, and hybrid networks. The Director serves as a hands-on technical leader, setting operational standards, managing escalations, developing teams, overseeing vendors and budgets, and driving modernization efforts in collaboration with Information Security, DevOps, application teams, and business leaders. Based in the Dallas area, this position works on-site in Richardson, TX, several days a week and acts as the senior IT operations leader for that location.

Responsibilities

• Service Availability: Ensure uptime of critical infrastructure, network, and end-user services meets defined targets.
• Service Desk Performance: Maintain response time, resolution time, first-contact resolution, backlog, and employee satisfaction within agreed service levels.
• Security and Compliance: Keep servers, endpoints, and network devices updated with security patches, remediate vulnerabilities, and ensure infrastructure controls pass PCI and SOX audits.
• Resilience: Regularly test backups and disaster recovery to meet defined recovery goals.
• Modernization Delivery: Execute the infrastructure and network roadmap on schedule and within budget, including replacing Cisco cloud services routers and delivering new facility builds and site upgrades.
• Financial Management: Manage spending for infrastructure, cloud, telecom, and support within budget, with measurable cost savings.
• Team Strength: Ensure strong retention, development, and coverage of critical skills across all teams.
• Lead and develop Platform Operations, Network Engineering, and Service Desk and Field Support teams, including hiring, goal setting, performance management, and succession planning.
• Set strategy and multi-year roadmaps for end-user support, infrastructure, and network services, aligned with business priorities and security requirements.
• Oversee Service Desk and Field Support operations, including field services across offices, retail locations, and warehouses, and set service level expectations.
• Own implementation and support of enterprise server and identity platforms (Windows Server, Active Directory, Entra ID, ADFS, DNS/DHCP).
• Manage Microsoft 365 collaboration tools (Exchange Online, SharePoint, Teams) and endpoint management platforms.
• Oversee cloud infrastructure in Azure and AWS, in partnership with DevOps and application teams.
• Manage backup and disaster recovery using Rubrik and Azure Site Recovery, including regular testing and business continuity planning.
• Govern enterprise file shares and data storage policies, including retention, PII, access, and user roles.
• Drive cloud cost optimization using native cloud cost tools.
• Oversee hybrid network environment, including Cisco, Meraki, Palo Alto, and cloud-native connectivity.
• Own infrastructure and network monitoring and alerting to detect and resolve issues proactively.
• Lead IT delivery for new facilities, expansions, and site upgrades.
• Establish and manage IT service management processes (incident, problem, change, configuration, asset, and request management).
• Serve as the primary liaison between Platform Operations and the Security and Site Reliability (SSRE) team, supporting PCI, SOX, and audit requirements.
• Define operational metrics, report service performance, and manage budgets for infrastructure, cloud, network, telecom, and support.
• Manage vendor relationships and contracts, including negotiations and performance reviews.
• Champion automation, standardization, and documentation to improve reliability.
• Serve as the senior IT infrastructure leader on-site in Richardson, TX, and as the escalation point for critical incidents.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience and certifications.
• Ten+ years of IT infrastructure and operations experience, with five+ years managing technical teams.
• Hands-on experience with Microsoft server and identity infrastructure (Windows Server, Active Directory, Microsoft 365) in a 1,000+ employee organization.
• Experience leading multiple IT functions (platform operations, network engineering, service desk) in a distributed, multi-site organization.
• Proven success delivering infrastructure, network, or cloud modernization programs.
• Deep knowledge of Windows Server, Active Directory, Entra ID, ADFS, DNS/DHCP, and Azure security best practices.
• Strong working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Teams).
• Experience with virtualization, enterprise storage, backup tools (Rubrik, Azure Site Recovery), and Azure/AWS infrastructure.
• Expertise in enterprise networking (Cisco, Meraki, Palo Alto, VPN, WAN).
• Experience leading a Service Desk with defined service levels using an ITSM platform.
• Budget ownership and vendor management experience, including contract negotiation.
• Working knowledge of PCI, SOX, and related audit requirements.
• Experience with monitoring tools (Data Dog, PRTG) and PowerShell scripting.
• ITIL 4 certification or equivalent IT service management training.
• Relevant certifications (Microsoft Azure, AWS, CCNP, PMP, CISSP) are a plus.

Skills

• Strong leadership and team-building skills.
• Hands-on technical expertise for complex escalations.
• Ability to balance operational demands with strategic initiatives.
• Clear communication with technical and non-technical stakeholders.
• Sound judgment during critical incidents.
• Analytical, troubleshooting, and prioritization skills.
• Customer-service mindset focused on employee experience.

Work Conditions

Primarily remote or on-site in Richardson, TX. Requires a safe, secure workspace with reliable internet. Involves prolonged sitting, computer use, and communication via phone/video. Occasional lifting up to 15 pounds. Availability for after-hours escalations and periodic visits to warehouses/retail facilities. Up to 10% travel.

Pay

Salary range: $158,700 to $178,550 annually, based on location, education, skills, and experience. Eligible for an annual discretionary bonus.

Benefits

• Competitive wages
• Healthcare (medical, dental, vision, prescription drugs, FSAs)
• 401(k) plan
• Paid time off (PTO) and holidays
• Paid parental leave
• Life and disability insurance
• Employee Assistance Program (EAP)
• Professional development and tuition assistance