IT Director

IT Director

Department: Information Technology

Reports To: Chief Financial Officer

Direct Reports: Systems Administrator(s), Help Desk Technician(s), Network Administrator(s), IT Support Specialists, Managed Service Providers (MSPs)

Location: West Palm Beach, FL

Employment Type: Full-Time

Position Summary

The IT Director is responsible for leading the Company's overall technology strategy, infrastructure, cybersecurity, enterprise applications, and IT operations across multiple HVAC, plumbing, and home service brands. This role ensures technology enables business growth by delivering reliable systems, secure networks, scalable infrastructure, and exceptional support for both corporate and field operations.

The IT Director develops and executes the Company's technology roadmap while overseeing network infrastructure, cloud services, cybersecurity, disaster recovery, telecommunications, enterprise software, hardware lifecycle management, and vendor relationships. The position partners closely with executive leadership to identify technology solutions that improve operational efficiency, customer experience, data security, and business intelligence.

The IT Director also serves as the Company's senior owner of cloud infrastructure design, data integrity, and Master Data Management (MDM) governance. This includes architecting a scalable cloud data platform with capacity planned ahead of automation and AI demand, bringing master data administration in-house under formal governance, and ensuring the accuracy, consistency, and completeness of operational data across all brands — recognizing that reliable reporting, automation, and AI depend on a trusted data foundation.

This role serves as the primary technology leader responsible for maintaining a stable, secure, and scalable IT environment while supporting rapid organizational growth, acquisitions, and continuous operational improvement.

A successful IT Director is a strategic leader who balances long-term technology planning with day-to-day operational excellence. They proactively identify risks, implement scalable solutions, lead technology initiatives, develop high-performing teams, and ensure technology supports business objectives while minimizing downtime and security threats.

Essential Duties and Responsibilities

IT Strategy & Leadership

• Develop and execute the Company's technology strategy and multi-year IT roadmap.
• Partner with executive leadership to align technology initiatives with business goals.
• Evaluate emerging technologies and recommend solutions that improve efficiency and scalability.
• Develop IT policies, standards, governance, and best practices.
• Prepare and manage annual IT operating and capital budgets.
• Present technology initiatives, risks, and performance metrics to executive leadership.
• Lead technology planning related to acquisitions, integrations, and expansion initiatives.

Infrastructure & Systems Management

• Oversee all servers, cloud infrastructure, networking, storage, telecommunications, and endpoint devices.
• Ensure maximum uptime and availability of all business-critical systems.
• Manage Microsoft 365, Azure, Active Directory, SharePoint, Teams, and related cloud platforms.
• Oversee backup solutions, disaster recovery planning, and business continuity.
• Manage hardware procurement, deployment, upgrades, and lifecycle replacement.
• Ensure software licensing compliance across the organization.
• Develop standards for infrastructure reliability and performance.
• Design and own the Company's cloud infrastructure and data platform architecture (Microsoft Fabric / Azure), including capacity planning and SKU sizing, so compute capacity scales ahead of automation, intraday refresh, self-service analytics, and AI workload demand rather than constraining it.
• Proactively monitor cloud capacity utilization, throttling events, and semantic model refresh performance; present capacity step-up recommendations to executive leadership with clear cost-benefit justification and identified offsets.
• Reduce reliance on external MSPs by transitioning core platform administration to documented internal ownership, including recovery documentation, failover procedures, and architectural governance that eliminate single-person concentration risk.

Cybersecurity & Risk Management

• Develop and maintain the Company's cybersecurity strategy.
• Implement security policies, access controls, MFA, endpoint protection, and vulnerability management.
• Monitor security threats and coordinate incident response activities.
• Ensure compliance with cybersecurity frameworks and industry best practices.
• Conduct periodic security awareness training for team members.
• Oversee penetration testing, security audits, and remediation efforts.
• Manage cyber insurance requirements and security documentation.

IT Operations & Support

• Lead day-to-day IT operations across all branch locations.
• Ensure timely resolution of help desk tickets while maintaining high service levels.
• Develop IT service standards and support processes.
• Monitor system performance and proactively address issues.
• Maintain asset inventory and technology documentation.
• Support executive leadership with technology planning and issue resolution.
• Establish service level agreements (SLAs) for internal support.

Enterprise Applications

• Oversee enterprise systems including ERP, CRM, HRIS, ServiceTitan, accounting software, and business intelligence platforms.
• Partner with department leaders to optimize system utilization.
• Manage software implementations, upgrades, and integrations.
• Coordinate user acceptance testing and system deployments.
• Support reporting and data integrity initiatives. 
• Identify automation opportunities that improve workflow efficiency.

Data Integrity & Master Data Management (MDM) Governance

• Own the Company's Master Data Management (MDM) strategy, standards, and governance — establishing internal ownership and accountability for master data (customers, SKUs, price books, equipment records, locations, and employees).
• Standardize data definitions, SKU structures, price books, and job-costing conventions across all branches, brands, and acquired companies to eliminate data fragmentation.
• Design and maintain a centralized, cloud-based data normalization and cleansing layer (bronze/silver/gold medallion architecture) so reporting, BI, and AI initiatives are built on remediated, trusted data — treating MDM and data architecture as prerequisites to dashboard and AI expansion.
• Establish data quality ownership and controls at the point of capture, including field data-entry compliance, closed-job data completeness, equipment record accuracy, sales attribution, and timely job costing.
• Define and enforce data governance policies — ownership, stewardship, access, and change control —that prevent master data drift as the Company scales through acquisition.

Vendor & Project Management

• Manage relationships with MSPs, telecommunications providers, software vendors, and technology consultants.
• Negotiate contracts and manage vendor performance.
• Lead enterprise technology projects from planning through implementation.
• Develop project timelines, budgets, and resource plans.
• Coordinate technology rollouts across multiple locations.
• Ensure projects are completed on time and within budget.

Team Leadership

• Recruit, coach, and develop IT team members.
• Conduct performance reviews and establish development plans.
• Foster a customer service focused IT culture.
• Allocate resources to support business priorities.
• Build succession plans for critical technology roles.

Compliance & Documentation

• Maintain IT policies and standard operating procedures.
• Ensure technology complies with regulatory and legal requirements.
• Maintain network diagrams, disaster recovery documentation, and system inventories.
• Develop technology standards across all company locations.

Key Performance Indicators (KPIs)

• System Uptime (%)
• Help Desk Response Time
• Help Desk Resolution Time
• Cybersecurity Incident Rate
• Critical System Availability
• IT Project Completion Rate
• Budget Performance
• Network Performance
• Disaster Recovery Readiness
• Technology Adoption Rate
• End User Satisfaction
• Vendor Performance
• Infrastructure Availability
• Security Compliance Score
• Mean Time to Resolution (MTTR)
• Data Quality / Data Integrity Score (completeness, accuracy, and timeliness of master and operational data)
• MDM Coverage (% of master data domains under governed, internally owned management)
• Cloud Capacity Utilization & Throttling Incidents (Microsoft Fabric)
• Report Automation & Self-Service Adoption Rate (reduction in manually produced reports)

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Information Systems, or related field preferred.
• 8+ years of progressive IT leadership experience.
• 5+ years managing enterprise infrastructure and IT operations.
• Experience supporting multi-site organizations.
• Strong knowledge of Microsoft 365, Azure, Active Directory, networking, virtualization, and cloud technologies.
• Experience managing cybersecurity initiatives and risk mitigation.
• Experience leading technology projects and system implementations.
• Strong budgeting and vendor management experience.
• Excellent leadership, communication, and project management skills.
• Ability to prioritize multiple initiatives in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Hands-on experience designing cloud data and analytics architectures (Microsoft Fabric / Azure), including capacity planning, SKU sizing, and cost-performance optimization.
• Demonstrated experience implementing Master Data Management (MDM) and data governance programs, including standardizing data definitions across multi-site or acquisitive organizations.
• Experience establishing data quality frameworks, integrity controls, and exception monitoring that support reliable reporting, downstream automation, and AI initiatives.

Preferred Qualifications

• Experience in HVAC, plumbing, construction, manufacturing, or field service industries.
• Experience supporting ServiceTitan or similar field service platforms.
• Microsoft Azure certifications.
• Cisco certifications.
• CompTIA Security+ or CISSP certification.
• ITIL certification.
• Experience with Power BI or business intelligence platforms.
• Experience supporting mergers and acquisitions.
• Experience managing hybrid cloud environments.
• Knowledge of disaster recovery and business continuity planning.
• Experience implementing medallion (bronze/silver/gold) lakehouse architectures and semantic models within Microsoft Fabric.
• Experience insourcing IT and data platform administration from an MSP-managed model to internal ownership.

Position Success

Success in this role is measured by maintaining secure, reliable, and scalable technology that enables business growth while minimizing downtime and operational risk.

A successful IT Director builds an IT organization that is proactive rather than reactive. They ensure systems remain secure, users receive exceptional support, projects are delivered successfully, and technology investments generate measurable business value.

This individual continuously evaluates opportunities to modernize infrastructure, automate business processes, strengthen cybersecurity, improve operational efficiency, and support leadership with data-driven technology decisions. They are viewed as a trusted business partner

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