Director, Infrastructure & End-User Services

Responsibilities

• Desktop Support Operations: Lead Desktop Support teams providing day-to-day user support, hardware troubleshooting, software installation, and break-fix support. Define and enforce SLAs, service standards, escalation paths, and drive automation to reduce ticket volume and improve resolution times.
• Service Delivery & Operational Excellence: Ensure end-user and infrastructure services meet SLAs, reliability, and experience goals. Implement automation and standard operating procedures; define and report service performance metrics; coordinate business continuity and disaster recovery readiness.
• Strategic Planning: Develop and maintain workplace technology strategy and multi-year roadmap aligned to business priorities and security requirements.

Requirements

• 10+ years of experience in infrastructure, end-user services, or workplace technology
• 5+ years of people leadership managing multiple technology teams
• Strong experience in Identity & Access Management, Windows and macOS endpoint management, desktop support operations, Windows server administration and Microsoft 365 platforms
• Experience operating in large, regulated enterprise environments
• Required Technical Skills & Knowledge
• Identity: Microsoft Entra ID (Azure AD), MFA/SSPR, conditional access, privileged access concepts (PIM/PAM), and access review processes
• Endpoint Management: Microsoft Intune/Endpoint Manager, Ivanti, and/or JAMF (or equivalent), patching, compliance policies, software deployment, and endpoint hardening
• Microsoft 365 Administration: Exchange Online, Teams, SharePoint/OneDrive, collaboration governance, external sharing controls, and information protection fundamentals
• ITSM Operations: Incident/problem/change management, service catalog, knowledge management, and major incident communications (ITIL-aligned)
• Security and Compliance: Endpoint security controls, vulnerability management coordination, audit support, and regulated-environment operational discipline
• Endpoint Security Tooling: Microsoft Defender for Endpoint (or equivalent), device risk scoring, and attack surface reduction concepts
• Microsoft 365 Compliance & Data Protection: Purview (sensitivity labels, DLP basics, retention), eDiscovery concepts, and collaboration governance controls
• Automation & Scripting: PowerShell (preferred) and/or Python for onboarding/offboarding automation, reporting, M365 administration, and support operations
• Service Desk Tooling: ServiceNow (preferred) or equivalent (incident/request/change, CMDB concepts, service c

Benefits

Additional Information

Job Description: The Director, Infrastructure & End-User Services leads enterprise teams that deliver secure, reliable, and high-quality workplace and infrastructure services. Accountable for identity and account management, end-user computing (Windows and macOS), Microsoft 365 platforms, Windows Servers and Desktop Support operations, this leader ensures employees have the access, devices, and tools needed to work productively while meeting security, compliance, and reliability expectations. The Director serves as the single point of accountability for end-user services, ensuring a seamless, secure, and audit-ready technology experience from employee onboarding through exit.

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