Director of IT Infrastructure & End User Services

Position Summary Senior leadership role to own the full lifecycle of technology infrastructure and end‑user support services for a multi‑office law firm. The Director drives strategy, security, availability, and day‑to‑day operations across data center, cloud, network, servers, storage, and end‑user devices, ensuring a reliable, scalable, and cost‑effective environment. The role also leads help desk/service operations and oversees new office builds and expansions, operating under strict confidentiality and aligning initiatives with organizational goals. Position Responsibilities Infrastructure Strategy & Leadership Develop and execute a multi-year infrastructure and end‑user services roadmap aligned with organizational priorities, growth, and risk posture. Serve as accountable leader for enterprise infrastructure and workplace technology outcomes (availability, performance, security, user experience, and cost effectiveness). Partner with the CIO and IT leadership to advance modernization initiatives including cloud adoption, platform standardization, security, automation, and operational maturity (ITIL/ITSM‑aligned). Establish and enforce governance, policies, procedures, and standards for infrastructure, endpoint computing, and service operations. Assess and translate technology trends into practical, cost‑effective improvements to infrastructure resiliency, scalability, and supportability. Infrastructure Operations & Engineering (Data Center, Cloud, Network, Servers & Hardware) Own design, implementation, and operational management of all core infrastructure services, including data centers, cloud platforms, and hybrid connectivity. Oversee enterprise networking (LAN/WAN, SD‑WAN, VPN, Wi‑Fi, firewalls) to secure, resilient connectivity across all offices and remote users. Lead server, storage, backup, and virtualization operations (on‑prem and cloud), including capacity planning, lifecycle refresh, patching, and performance optimization. Manage infrastructure hardware standards and lifecycle, including procurement, configuration, inventory/asset tracking, maintenance, refresh, secure disposal, and warranty management. Oversee firmwide printing services and hardware (printers/MFPs), including device standards, vendor management, consumables, and secure printing practices. Ensure identity and access management operations, supporting onboarding/offboarding, least‑privilege access, and timely provisioning/deprovisioning in partnership with Security and Applications teams. Implement, maintain, and regularly test disaster recovery and business continuity capabilities, defining RTO/RPO targets and runbooks. Provide 24x7 availability for critical infrastructure through monitoring, on‑call coverage, escalation procedures, and incident response leadership. Establish proactive maintenance processes (patching, maintenance windows, vulnerability remediation, and documentation of solution architecture and configurations). Help Desk & End‑User Service Operations Lead the firmwide Help Desk/Service Operations function to ensure timely, professional, and effective resolution of user issues. Establish and manage SLAs, KPIs, and user satisfaction measures; drive continuous improvement. Own end‑user computing service delivery, including device deployment and support, endpoint configuration and patching, break/fix, platform hardening, software distribution, and equipment coordination. Oversee onboarding and offboarding processes, account and equipment procedures, and role‑change workflows to ensure consistent, secure, and auditable execution. Provide operational oversight for conference room, videoconferencing, and collaboration support in partnership with relevant IT teams and vendors. Security & Compliance Collaborate with Information Security leadership to ensure infrastructure, endpoints, and support operations meet cybersecurity standards and regulatory requirements. Support audits, risk assessments, and compliance initiatives, including controls related to confidentiality, data protection, and technology governance. Ensure secure configuration baselines, patching/vulnerability remediation, logging/monitoring, and incident response processes are implemented and consistently followed. Maintain documentation, runbooks, and operational evidence needed for audit readiness across infrastructure and service operations. Team Leadership & Development Lead and develop two teams: Infrastructure (engineering and operations) and Help Desk/Service Operations; provide clear direction, priorities, and accountability. Recruit, mentor, and retain high‑performing talent through coaching, performance management, training plans, and succession planning. Foster a culture of customer service excellence, operational discipline, continuous improvement, and documentation. Coordinate cross‑functionally with Application and Security teams to deliver integrated solutions and shared outcomes. Vendor & Financial Management Oversee vendor relationships and contracts (e.g., managed service providers, network/telecom, hardware suppliers, print vendors, and service desk tooling) to ensure service quality and value. Develop and manage infrastructure and end‑user services budgets, including forecasting, cost optimization, and capital planning for refresh cycles. Evaluate and recommend new technologies, tools, and service approaches that improve reliability, security, and user experience. Project & Change Management Lead moderate to large‑scale infrastructure and service delivery initiatives, including office expansions, mergers, system upgrades, refresh programs, and platform migrations. Operate a structured change management process to minimize disruption, communicate effectively, and ensure appropriate testing and back‑out planning. Coordinate incident, problem, and root‑cause analysis practices; drive corrective actions that prevent recurrence and improve resiliency. Own the end‑to‑end technical buildout for new offices and major site expansions and post‑go‑live stabilizations. Key Competencies Strategic thinking and execution Operational excellence and service delivery Customer Service orientation Risk management and security awareness People leadership and talent development Stakeholder collaboration and influence Data‑driven decision making (metrics, reporting, continuous improvement) Qualifications Education & Experience Bachelor's degree in Information Technology, Computer Science, or related field required (Master's preferred). 8–10+ years of progressive IT infrastructure experience, including 5+ years in a leadership role managing teams and service operations. Demonstrated experience supporting multi‑site environments; experience in professional services and/or law firm environments strongly preferred. Proven track record of building or maturing IT service management practices (incident/problem/change, SLAs, knowledge management) and improving support outcomes through metrics. Technical Expertise Enterprise infrastructure experience across data center and cloud environments, including compute, storage, backup/recovery, and virtualization. Strong networking knowledge (LAN/WAN, VPN, SD‑WAN, firewalls, Wi‑Fi) and experience with secure network design and operations. Cloud platform expertise, including operational governance, monitoring/observability, and cost optimization. Endpoint and hardware lifecycle management (procurement, imaging/configuration, patching, asset management, refresh, and secure disposition) for laptops/desktops and peripherals. Experience supporting enterprise printing and document output environments, including vendor management and service reliability. Familiarity with identity and access management concepts and tools; partnership with Security to enforce least privilege and auditability. Working knowledge of ITIL/ITSM frameworks and service desk tooling. Leadership & Business Skills Ability to align infrastructure and support services with business objectives; communicate clearly with both technical and non‑technical stakeholders. Strong project/program management skills, including prioritization, execution discipline, and change communication. Experience managing budgets, vendors, and contracts; ability to evaluate ROI and build business cases for technology investments. Demonstrated ability to operate effectively in fast‑paced environments with time‑sensitive matters while maintaining strict confidentiality. Salary The salary range for this position is $185,000 to $232,000. Base pay is based on market location and may vary with experience. Full‑time positions are eligible for a discretionary bonus and a comprehensive benefits package. Equal Opportunity Employer Statement Benesch is an equal opportunity employer. We strongly value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. Applicants who require special assistance or an accommodation during the process due to a disability may contact the Benesch Human Resources Department by phone at View phone number on click.appcast.io or email at View email address on click.appcast.io. #J-18808-Ljbffr