Dir of Infrastructure & Support (99, Main Office)

Job Title: Director of IT Infrastructure and Operations

Department: Information Technology

Direct Supervisor: VP of Information Technology

Pay:  $110K-$170K

Overview:

The Director of IT Infrastructure and Operations is responsible for leading the strategy, management, security, day-to-day performance and continuous improvement of the company’s technology infrastructure and IT operations. This role oversees enterprise systems, networks, cloud platforms, data centers, end-user technology, service desk operations, cybersecurity collaboration, vendor relationships, and operational standards to ensure technology services are secure, strong, and aligned with business objectives and needs.

Essential Job Duties:

• Develop and execute the IT infrastructure and operations strategy in alignment with company goals.
• Lead the teams responsible for network infrastructure, server and storage platforms, cloud services, data center operations, telecommunications, endpoint services, service desk, and enterprise operations.
• Ensure availability, performance, reliability, and capability of critical systems, applications, and infrastructure services.
• Evaluate emerging technologies and recommend solutions that improve security, performance and the capacity of company systems.
• Lead infrastructure transformation initiatives and enterprise technology projects.
• Establish and maintain IT operational policies, standards, procedures, controls, and service-level expectations.
• Oversee cybersecurity operations in partnership with leadership, including access controls, vulnerability management, incident response readiness, disaster recovery, and business continuity planning.
• Manage infrastructure modernization initiatives, including automation, system upgrades, and technology refresh planning.
• Ensure infrastructure capacity planning and performance management.
• Partner with business leaders and cross-functional teams to understand technology needs, prioritize initiatives, and deliver effective solutions.
• Understand and live by Company mission, vision, values, guiding principles, and house rules.

Other Duties:

• Negotiate contracts and service agreements with technology vendors and service providers.
• Any additional duties as assigned.

Education/Experience:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent combination of education and experience may be considered.
• 5 or more years of progressive IT experience, including experience in infrastructure, operations, systems administration, network services, cloud platforms, or enterprise technology leadership.
• 3-5 years of people leadership experience, including managing technical teams, vendors, and cross-functional initiatives.
• Demonstrated experience with enterprise infrastructure environments, including networks, servers, storage, virtualization, cloud services, identity and access management, endpoint management, monitoring, and backup/recovery solutions.
• Strong understanding of IT service management practices, change management, incident management, disaster recovery, business continuity, and operational risk management.
• Knowledge of cybersecurity principles, compliance expectations, audit requirements, data protection, and infrastructure security best practices.

Knowledge/Skills:

• Strategic leadership with the ability to translate business needs into practical, adaptable technology solutions.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders and influence decision-making.
• Strong analytical, problem-solving, prioritization, and decision-making skills in complex and time-sensitive situations.
• Ability to lead through change, manage competing priorities, and drive accountability across teams and vendors.
• Customer-service mindset with a commitment to operational excellence, continuous improvement, and measurable outcomes.
• Strong team leader committed to the organization's values, culture, and objectives.
• Able to synthesize complex ideas and data to formulate plans and actions.
• Able to foster and build relationships internally and externally.

Working Environment:

• Work is typically performed in an office, hybrid, or technology operations environment, with occasional work in server rooms, network closets, or data center spaces.
• May require occasional travel to stores, vendor sites, or technology facilities.
• May require availability outside standard business hours, including weekends and holidays to support critical incidents, maintenance windows, emergencies, or major technology implementations.
• Must be able to use standard office and computer equipment for extended periods and occasionally lift or move technology equipment consistent with company policy.

Mental Demands:

• Ability to analyze reports, interpret findings, and effectively problem-solve based on data.
• The position requires remembering processes, procedures, and complete information.
• Will be required to learn new tasks, adapt to changes, and stay updated with industry trends.
• Requires quick decision-making ability and at times with minimal information available.
• Must maintain focus during tasks, especially when dealing with intricate details or repetitive work.
• The position involves reading reports, emails, or other written materials as well as writing and creating documents and presentations.
• Will be required to speak publicly when presenting information to various audiences including hourly employees, managers, vendors, and senior leaders.

Physical Demands:

• Frequently sits, performs desk-based computer tasks, and stands and/or walks for long periods in stores.
• Occasional lifting, and/or carrying, pushing, and/or pulling merchandise that weighs up to 20 pounds.

Communication Demands:

• The position requires talking and listening to employees, supervisors, managers, executives, and outside trade persons/vendors; written communication to employees, supervisors, managers, executives, and outside persons/vendors; responding to written or verbal requests; reading; composing written language; receiving verbal and written instructions.  

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