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Director, IT Infrastructure and Architecture

Remote - United States | JR006825

Key Responsibilities:

·       Provide technical and operational leadership to the End User Support function:

·       Lead global team of End User Support managers and technicians.

·       Deliver outstanding 24×7 end user support service to company employees (in office and remote). Coordinate global support activities with first line Service Desk resources.

·       Monitor team metrics, ticket resolution times, and customer satisfaction.

·       Asset manage, provision and deprovision end user equipment to global workforce.

·       Execute yearly PC hardware refresh, operating system, and application upgrades to keep environment supported levels.

·       Execute security remediation activities in partnership with IT Security team

·       Administer and optimize related support systems (e.g., Ticketing, asset management, Software Distribution).

·       Provide technical and operational leadership to the Infrastructure Engineering function:

·       Lead global team of Technical Engineers

·       Design and implement enterprise (non-client facing) technology solutions across identity, collaboration, telephony, and audio/video conferencing.

·       Design, implement and support enterprise access and identity management systems – Active Directory, Okta, Radius, etc. 

·       Provision and deprovision user access across complex multi-domain environments, heavily relying on automation.

·       Execute security remediation activities in partnership with IT security Team

·       Administer on premise and cloud-based infrastructure and infrastructure services (DNS, DHCP, Group Policy, etc.).

·       Provide 24×7 support using global team resources

·       Drive adoption of Enterprise Architecture practices and principles by

·       Chairing Architecture Review Board for in scope projects

·       Driving technology consolidation and cost avoidance through careful management of application landscape

·       Creating functional and technology roadmaps

·       Aligning priorities and execution across multiple teams

·        Plan and execute Projects

·       In partnership with IT PMO drive project planning and execution of projects within in scope domains

·       Lead special projects as assigned

·       People and relationship management

·       Maintain relationships with executive leadership, functional leadership, and Associate community to understand business strategy and needs. Build and maintain relationships with key strategic vendors.

·       Evaluate performance of and provide coaching to IT staff. Promote diversity and foster teamwork, collaboration, and learning. Provide input on development and retention processes for IT staff.

·       Financial Management

·       Manage departmental budgets

·       Provide input into long term financial plans



·       10-15 years of progressive Information Technology experience managing teams with various backgrounds & abilities particularly focused on infrastructure, architecture, network, and security.

·       Demonstrated technical competence in in scope technologies (Windows, Active Directory, Azure, 0365, VoIP, DNS/DHCP, scripting, etc.).

·       Demonstrated ability to manage competing priorities effectively, making good decisions based on business priorities and objectives and with a sense of urgency

·       Demonstrated experience in the delivery of technical projects/programs using industry proven methodologies

·       Experience in managing global and remote teams, including vendors and contractors.

·       Excellent oral and written communication skills


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