Director of Infrastructure & Security

Job Description

Director of IT Infrastructure & Security

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Location: Charlotte, NC headquarters, on-site

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Department: Information Technology

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Reports to: CIO

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Direct reports: 5–6 across service desk, systems, and networking

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Travel: Up to 25% to branch locations

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Employment type: Full-time, exempt

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About the Role

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The Director of IT Infrastructure & Security leads network infrastructure, end-user support, and cybersecurity for approximately 1,100 users across all 38 branches. This is a hands-on leadership role. You’ll lead a team of 5–6, manage outside consultants, and work directly on configuration, troubleshooting, and problem resolution. You’ll report to the CIO and work closely with the leader responsible for the SAP/ERP platform on integration, access, and security.

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Key Responsibilities

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Team Leadership

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• Lead, coach, and develop a team of 5–6 covering the service desk, systems, and networking.
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• Set priorities, on-call coverage, and escalation paths for 38 branches.
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• Build documentation and runbooks, and cross-train the team so critical work can continue when someone is unavailable.
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Network Infrastructure

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• Own the design, performance, and reliability of the WAN, LAN, Wi-Fi, firewalls, and connectivity between headquarters and branches.
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• Configure and troubleshoot switches, routers, firewalls, VPN, and SD-WAN.
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• Manage circuit carriers, standardize branch network builds, and plan network work for branch openings, moves, and closures.
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• Maintain asset inventories, lifecycle plans, and network diagrams.
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Microsoft 365, Identity, and Endpoints

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• Administer Microsoft 365 and Entra ID, including Exchange Online, Teams, SharePoint, OneDrive, licensing, and conditional access.
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• Manage on-premises Active Directory, hybrid identity synchronization, and Group Policy.
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• Use Cayosoft to automate and secure Active Directory and Entra administration, manage user access through onboarding, role changes, and departures, and support recovery.
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• Oversee device management through Intune or a similar platform for laptops, mobile devices, and field technician equipment.
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Service Desk and Freshservice

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• Run the service desk on Freshservice, including ticket workflows, service-level agreements (SLAs), the service catalog, the knowledge base, and reporting.
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• Track and report response time, resolution time, and user satisfaction, and act on the results.
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• Provide prompt, consistent support to field and branch users.
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Cybersecurity

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• Own the day-to-day security program, including MFA, patching, vulnerability management, endpoint protection, email security, and backups.
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• Lead incident response with security consultants, including detection, containment, communication, and recovery.
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• Maintain security policies, run awareness training and phishing tests, and prepare for customer security reviews and cyber insurance questionnaires.
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• Test backup and disaster recovery plans for critical systems at least annually.
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Vendor and Consultant Management

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• Manage external partners for cybersecurity, device management, and Microsoft 365 support, as well as carriers and hardware suppliers.
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• Define scopes of work, hold vendors to SLAs and deliverables, review invoices, and evaluate the value of contracted services.
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• Define which work the team handles internally and which work consultants handle. Bring work in-house when doing so saves money.
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• Help prepare the IT budget and recommend contract renewals, changes, or replacements.
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Business Partnership

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• Work with the SAP leader on ERP access controls, integrations, infrastructure, and security.
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• Translate business needs from operations, field service, and finance into IT priorities.
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• Build a 12–24 month infrastructure and security roadmap and prepare a stable, well-documented environment.
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Qualifications

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Required

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• 8+ years in IT infrastructure, including at least 3 years leading a team.
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• Recent hands-on experience administering Microsoft 365, Entra ID, and on-premises Active Directory in a hybrid environment.
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• Hands-on experience with enterprise networking across multiple sites, including firewalls, switching, routing, VPN, SD-WAN, and Wi-Fi.
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• Experience managing MFA, patching, endpoint protection, backups, and incident response.
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• A track record of managing managed service providers or consultants against defined scopes and SLAs.
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• Experience running an IT service management platform and tracking service desk metrics.
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• Ability to communicate clearly with technical staff and business leaders.
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• Bachelor’s degree in IT or a related field, or equivalent experience.
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Preferred

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• Experience in a multi-branch, field service, or distribution business.
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• Experience with Cayosoft, Freshservice, and Intune.
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• Experience supporting an ERP from the infrastructure and security side, preferably SAP.
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• Familiarity with NIST CSF or CIS Controls, cyber insurance requirements, and customer security audits.
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• Experience with IT budgets and vendor contract negotiation.
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Certifications That Are a Plus

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• Microsoft 365 or Azure administrator certifications
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• CCNA or a firewall vendor certification, such as Fortinet or Palo Alto
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• Security+, CISSP, or CISM
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• ITIL Foundation
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Working Conditions

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• On-site at the Charlotte, NC headquarters, with up to 25% travel to branch locations.
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• Must be available after hours and on weekends for outages, security incidents, and planned maintenance.
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• Must be able to lift up to 50 lbs and work in network closets and branch facilities.
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• Valid driver’s license required.
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The company is an Equal Opportunity Employer.

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