IT Infrastructure Director

Requirements

• Bachelor’s degree in computer science or related field
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• 15+ years in IT administration, system and user support, with at least 5 years in a leadership role
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• Passion and curiosity for technology, as well as what makes successful technology company
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• At least 2 years focused on AI tool usage, adoption and implementation
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• Strong technical background with ability to understand and discuss architectural implications of AI tool adoption including usage of rules and instructions files
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• Knowledge of compliance and security considerations for AI tool usage in enterprise environments
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• Proven experience to manage and leading small support
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• Solid understanding of networking fundamentals (routing, switching, firewalls)
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• Strong knowledge of: Microsoft 365, Google Workspace, JAMF, Intune, Active Directory, scripting (Python, Java, PowerShell), Mac, Windows, and Linux environments
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• Experience managing ticketing systems and issue tracking
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• Solid understanding of hardware, networking, operating systems, and common business applications
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• Strong troubleshooting and interpersonal skill
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• Proficiency in Windows Server administration, deployment, troubleshooting and environment
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• Ability to provide support for both Windows and Mac OS environments
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• Strong organizational, problem-solving, and communication skills in dynamic, cross-functional fast-paced environments
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• (Desirable) Knowledge of Linux distributions (e.g., Ubuntu, Red Hat Enterprise Linux (RHEL), CentOS) and Unix-like operating systems (e.g., Solaris, FreeBSD, AIX)
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• (Desirable) Mastery of shell scripting (e.g., Bash, Zsh) for automation, task scheduling, and system management
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• (Desirable) 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
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• (Desirable) Application Management: Experience in installing, configuring, and maintaining various business-critical applications on servers, such as databases (SQL Server), web servers (Apache, Nginx), and email servers
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• (Desirable) Relevant IT certifications (CompTIA, ITIL, etc.) are a plus

What the job involves

• The IT Infrastructure Director will oversee the organization's IT infrastructure and lead the IT Support team, ensuring seamless technical support and system operations
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• 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
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• The team ensures that the underlying technology foundation is secure, reliable, and scalable to meet the needs of company IT operations
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• You will be responsible for shaping and delivering the technical vision for scalable, high-impact infrastructure that enables AI-first platforms
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• Stay abreast of emerging technologies, industry best practices, ensuring compliance and driving innovation within AI initiatives for the organization
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• Act as a thought leader and trusted advisor for AI infrastructure
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• Identify and pilot emerging AI technologies
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• Work with company executives to recommend an effective AI infrastructure that drive AI & Engineering Operations transformation and adoption
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• Define and implement AI & Engineering Operations best practices
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• Create scalable AI & Engineering Operations playbooks tailored to different departments
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• Be an inspiring leader for defining the workload performance and AI infra services strategy and program for cloud compute
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• This role will require leadership partnering across multiple organizations within the Compute , Networking and Hardware Product Groups
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• Infrastructure Management: Maintain servers, networks, and systems to ensure optimal performance
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• Troubleshooting: Resolve hardware and software issues efficiently
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• IT Security: Monitor system security, ensuring data integrity and protecting against threats
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• Backup and Recovery: Regularly backup systems and data, ensuring recovery when needed
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• IT Support: Provide technical support and respond to IT-related inquiries
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• Install, configure, and troubleshoot operating systems and software applications
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• Help define and refine security stack and security tool, policies, procedures and framework
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• Set up and maintain computer networks, including LAN and VPN connections
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• Provide technical support to stakeholders for software and network-related issues
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• Secure desktop, network and server environments
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• Monitor network performance and ensure system availability and reliability
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• Collaborate with team members to resolve complex technical issues
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• Maintain accurate documentation of IT support activities
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• Assist in the procurement and setting up of new IT equipment
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• Develop and maintain IT service desk guidelines, metrics, and KPIs
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• Manage incident and request handling
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• Supervise service desk staff, ensuring operational coverage 24/7
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• Report on service trends and customer feedback to leadership
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• Triage, track, and tackle escalated help desk tickets like a pro
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• Partner on network activities and rollouts across the organization
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• Maintain and enforce a ticketing system for requested work for oneself as well as team members. Handle escalated help desk requests and ensure timely resolutions
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• Provides timely triage of technology issues that are owned by IT
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• Document IT systems, procedures, and processes
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• Conduct training for staff on tools and technology usage
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• Conduct periodic Active Directory and Exchange audits
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• Partner with the Cybersecurity team to maintain compliance and awareness
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• Support hardware, software, and network troubleshooting (Mac, Windows, Linux)
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• Maintain IT inventory and ensure systems are up to date and secure
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• Oversee and support the maintenance of servers, workstations, enterprise equipment, other endpoints, and networking infrastructure
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• Oversee system upgrades, software rollouts, and routine maintenance
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• Assist with new deployments / decommissions of Enterprise IT applications
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• Manage and guide the helpdesk team to ensure timely resolution of support tickets
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• Maintain high customer service standards and address any service concerns
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• Track and analyze helpdesk metrics to improve efficiency
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• Handle complex issues and escalate as necessary