IT Infrastructure Director

About the role

The IT Infrastructure Director oversees the organization's IT infrastructure and leads the IT Support team, ensuring seamless technical support and system operations. This role involves building and maintaining the hardware and software systems, troubleshooting issues, storage, virtualization, and managing a team to provide timely IT assistance to all employees.

Responsibilities

• AI & Engineering Operations: Stay abreast of emerging technologies, industry best practices, ensuring compliance and driving innovation within AI initiatives for the organization. Act as a thought leader and trusted advisor for AI infrastructure. Identify and pilot emerging AI technologies. Work with company executives to recommend an effective AI infrastructure that drives AI & Engineering Operations transformation and adoption. Define and implement AI & Engineering Operations best practices. Create scalable AI & Engineering Operations playbooks tailored to different departments.
• Create the technical vision for scalable, high-impact infrastructure that enables AI-first platforms. Lead the development of workload performance and AI infra services strategy and program for cloud compute. Partner on network activities and rollouts across the organization.
• IT Administration: Infrastructure Management: Maintain servers, networks, and systems to ensure optimal performance. Troubleshooting: Resolve hardware and software issues efficiently. IT Security: Monitor system security, ensuring data integrity and protecting against threats. Backup and Recovery: Regularly backup systems and data, ensuring recovery when needed. IT Support: Provide technical support and respond to IT-related inquiries. Install, configure, and troubleshoot operating systems and software applications. Help define and refine security stack and security tool, policies, procedures and framework. Set up and maintain computer networks, including LAN and VPN connections. Provide technical support to stakeholders for software and network-related issues. Secure desktop, network and server environments. Monitor network performance and ensure system availability and reliability. Collaborate with team members to resolve complex technical issues. Maintain accurate documentation of IT support activities. Assist in the procurement and setting up of new IT equipment.
• Helpdesk Management: Develop and maintain IT service desk guidelines, metrics, and KPIs. Manage incident and request handling. Supervise service desk staff, ensuring operational coverage 24/7. Report on service trends and customer feedback to leadership. Triage, track, and tackle escalated help desk tickets like a pro.

Qualifications

• Bachelor's degree in computer science or related field
• 15+ years in IT administration, system and user support, with at least 5 years in a leadership role
• Passion and curiosity for technology, as well as what makes successful technology companies
• At least 2 years focused on AI tool usage, adoption and implementation
• Strong technical background with ability to understand and discuss architectural implications of AI tool adoption including usage of rules and instructions files
• Knowledge of compliance and security considerations for AI tool usage in enterprise environments
• Proven experience to manage and leading small support
• Solid understanding of networking fundamentals (routing, switching, firewalls)
• Strong knowledge of: Microsoft 365, Google Workspace, JAMF, Intune, Active Directory, scripting (Python, Java, PowerShell), Mac, Windows, and Linux environments
• Experience managing ticketing systems and issue tracking
• Solid understanding of hardware, networking, operating systems, and common business applications
• Strong troubleshooting and interpersonal skill
• Ability to provide support for both Windows and Mac OS environments
• Strong organizational, problem-solving, and communication skills in dynamic, cross-functional fast-paced environments

Preferred Qualifications

• Knowledge of Linux distributions (e.g., Ubuntu, Red Hat Enterprise Linux (RHEL), CentOS) and Unix-like operating systems (e.g., Solaris, FreeBSD, AIX)
• Mastery of shell scripting (e.g., Bash, Zsh) for automation, task scheduling, and system management
• Working knowledge of server hardware components, including CPUs, RAM, storage (RAID), and physical server racks. Able to diagnose and troubleshoot hardware issues and perform routine maintenance
• Experience in installing, configuring, and maintaining various business-critical applications on servers, such as databases (SQL Server), web servers (Apache, Nginx), and email servers
• Relevant IT certifications (CompTIA, ITIL, etc.) are a plus