Director, Information Technology
Position Overview
The Director of Information Technology owns the organization's core IT infrastructure — enterprise servers, data center and cloud environments, network operations, cybersecurity, and end-user/helpdesk support — in an environment where a small internal team is supported by managed service provider(s) (MSP/MSSP) who deliver much of the day-to-day operational work.
A central part of this role is determining and continuously refining the right operating model: deciding which functions the in-house team should own directly versus which are best delivered through outsourced partners, then holding those partners accountable for security, reliability, and performance. The Director builds and leads the small internal team — focused on vendor oversight, architecture, security, and escalation — while directing MSP/MSSP relationships as the primary delivery mechanism for infrastructure, network, and support operations.
Key Responsibilities
Infrastructure, Network, Security & Support — Hybrid In-House / MSP Delivery
• Define and continuously refine the optimal operating model for IT delivery — determining which infrastructure, network, security, and support functions are owned by the small in-house team versus delivered through MSP/MSSP partners, based on risk, criticality, cost, and available internal capacity.
• Serve as the primary owner of MSP/MSSP relationships responsible for day-to-day management of servers, network, security operations, and helpdesk/end-user support, holding providers accountable to SLAs, KPIs, and contracted scope.
• Lead and develop the small in-house infrastructure/security team, directing their effort toward vendor oversight, escalation management, architecture decisions, and work too sensitive, urgent, or strategic to outsource.
• Direct enterprise network operations (switching, routing, wireless, WAN) delivered through MSP partners, ensuring resiliency, security, and lifecycle currency regardless of who performs the work.
• Strengthen the organization's cybersecurity posture through governance aligned with recognized frameworks (e.g., NIST CSF, ISO 27001), including incident response, business continuity, disaster recovery, and backup validation — retaining executive ownership even where an MSSP executes day-to-day monitoring.
• Serve as the executive technical lead during significant infrastructure and cybersecurity incidents, directing both internal staff and MSP/MSSP resources through technical response, executive communications, and post-incident improvement.
• Own end-user support outcomes — whether delivered by the in-house team, an MSP-run helpdesk, or a blend of both — establishing a tiered support model, ticket SLA targets, and escalation paths to ensure fast, reliable resolution for end users.
• Establish and monitor operational KPIs and service-level metrics across infrastructure, network, security, and helpdesk functions to hold both internal staff and MSP/MSSP partners accountable.
• Develop lifecycle strategies for servers, network hardware, and enterprise platforms — coordinating internal team and MSP input — to reduce technical debt, improve resiliency, and optimize total cost of ownership.
Supporting Governance & Financial Stewardship
• Partner with IT leadership and actively participate in enterprise IT governance functions — technology evaluation, architecture review, Change Control Board, and project prioritization — to ensure infrastructure and security initiatives align with enterprise standards.
• Manage IT budgets and MSP/vendor spend related to infrastructure, network, security, and support operations to optimize cost and return on investment.
• Partner with executive leadership and business stakeholders across North America, EMEA, and APAC to align infrastructure and security services with organizational priorities, and provide regular reporting on operational performance, security posture, MSP performance, and service levels.
Required Qualifications
Category
Qualifications
Experience
12+ years of progressive IT leadership experience, including experience operating a hybrid model with a small in-house team supported by managed service providers for infrastructure, network, security, and end-user support.
MSP & Vendor Management
Proven track record managing MSPs/MSSPs as the primary delivery arm for infrastructure, network, and helpdesk operations — including contract negotiation, SLA/KPI management, governance, and escalation — and determining the right balance of in-house versus outsourced ownership across functions.
Infrastructure
Expertise managing hybrid infrastructure — including Windows and Linux environments, Azure, virtualization, enterprise storage, and infrastructure lifecycle management — whether executed by internal staff or MSP partners.
Networking
Strong knowledge of enterprise networking, switching, routing, wireless, and WAN technologies, including resiliency and lifecycle planning, in environments where network operations are MSP-delivered.
Cybersecurity
Experience implementing and governing cybersecurity programs aligned with frameworks such as NIST CSF and ISO 27001, including incident response, business continuity, and disaster recovery, whether executed in-house or via an MSSP.
End-User Support
Experience leading helpdesk and desktop support delivery — in-house, MSP-run, or a blend of both — including ITSM/ITIL processes, ticket SLA management, and end-user experience improvement.
Small-Team Leadership
Experience leading and developing a small, high-leverage internal team, with staff focused on vendor oversight, architecture, security, and escalation rather than high-volume hands-on operations.
Supporting Disciplines
Working knowledge of IT governance and PMO practices, enterprise architecture review, and IT financial management sufficient to partner effectively with those functions.
Core Competencies
• MSP/MSSP Management & Outsourcing Strategy
• Hybrid Operating Model Design (In-House vs. Outsourced)
• Enterprise Infrastructure & Cloud Operations
• Enterprise Networking
• Cybersecurity Risk Management
• Business Continuity & Disaster Recovery
• End-User Support & Service Delivery
• IT Service Management (ITIL)
• Small-Team Leadership & Talent Development
• Technology Lifecycle & Technical Debt Management
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