Bachelor's degree in IT, Computer Science, or similar field.
8-12 years of IT infrastructure and operations experience.
3-5 years of experience in leadership or management roles.
Experience in large-scale, customer-facing operations (100-300 locations preferred).
Strong knowledge of core infrastructure domains including networking, identity, and endpoint management.
Experience with cloud platforms like Azure/AWS.
Familiarity with IT service management practices and tools, like ServiceNow.
Responsibilities
Lead and build high-performing teams in infrastructure, systems, and service desk.
Own strategy and operations for multi-site connectivity and collaboration platforms.
Define standard technology patterns and automated deployment templates.
Transform core infrastructure capabilities into internal product offerings for developers.
Partner with clients to ensure connectivity and operational support during peak periods.
Manage custom back-office applications and ensure operational effectiveness.
Lead ITIL-aligned service management processes to meet SLAs and operational goals.
Benefits
Opportunity to lead and develop a high-performing team.
Engagement with cutting-edge infrastructure and technology practices.
Impact on large-scale operational environments across multiple sites.
Collaboration with internal engineering teams on transformative projects.
Strong focus on innovation, automation, and operational excellence.
Involvement in security and compliance initiatives for diverse environments.
Full Job Description
What you'll do:
Team leadership: Build and develop high-performing teams across infrastructure, systems and service desk; define on-call models and escalation paths.
Large-scale, multi-site infrastructure leadership: Own strategy, lifecycle, and operations for connectivity (LAN/WAN, Wi Fi), compute/storage, endpoint and mobile device management, and collaboration platforms.
Standardization & repeatability: Define standard technology patterns (network designs, device builds, security baselines, and spares) and enable repeatable, automated deployments through documented templates, "golden paths," and self-service provisioning (where appropriate) so development teams can move faster with fewer handoffs and less variability.
Infrastructure as a Product (IaaP) / Internal Developer Platform: Treat core internal infrastructure capabilities (identity, networking, compute/runtime platforms, endpoint standards, monitoring/observability, secrets/certificates, and deployment standards) as product offerings for internal engineering teams. Deliver developer self-service through a clear service catalog and portal experience (e.g., request/provision workflows, standardized templates, paved-road "golden paths," and reusable modules), integrated with engineering toolchains where appropriate (e.g., CI/CD pipelines, ticketing/ITSM, and approvals). Establish published roadmaps; define SLAs/SLOs and platform KPIs (time-to-provision, change lead time enablement, developer satisfaction); and continuously improve usability, documentation, and support. Expand automation and infrastructure-as-code practices by standardizing version-controlled blueprints (e.g., Terraform modules), GitOps based change workflows, continuous delivery practices, automated environment creation, policy-as-code guardrails, automated testing/validation of infrastructure changes, and repeatable rollback patterns-reducing manual work while maintaining security and compliance requirements.
Client venue enablement: Partner with clients to ensure stable connectivity, device readiness, integrations, and support processes; manage escalation paths and operational coordination to protect service during peak meal periods.
Custom back-office systems (operational partnership): Partner with internal software teams to operationalize custom back-office applications (including Inventory and Menu Builder); ensure environments are monitored, deployments are repeatable, and incidents are triaged effectively.
Service management, field support & SLAs: Lead ITIL-aligned processes and support operating models (service desk, escalations) with a focus on fast restoration and meeting SLAs/OLAs.
Location onboarding & rollouts: Support new client launches, site transitions, and rollouts; ensure repeatability and scalability, readiness checklists, connectivity validation, device provisioning, and cutover support are executed reliably.
Availability, resiliency & DR: Define and test disaster recovery and continuity plans for critical services (network, identity, collaboration, custom field systems, and key integrations); establish recovery objectives and improve resilience.
Operational excellence & observability: Implement monitoring/alerting for networks, endpoints, and key platforms; standardize runbooks; and expand automation for patching, provisioning, and routine maintenance at scale. Operationalize IaC by implementing drift detection, controlled promotion of changes through environments, automated compliance checks, and (where appropriate) auto-remediation for common issues. Track platform telemetry that matters to engineering stakeholders (e.g., provisioning latency, change failure rate, and incident impact) to drive continuous improvement.
Security, privacy & compliance: Partner with Information Security to meet PCI DSS (as applicable), FERPA-aligned expectations at education sites, and corporate security requirements; drive vulnerability remediation, endpoint hardening, identity controls, and logging while minimizing operational disruption.
Release & change governance: Lead change/release governance for infrastructure and field systems; ensure change windows, communication, rollback plans, and site readiness are in place.
Vendor & contract management: Manage MSPs, carriers/ISPs, and hardware vendors; oversee SLAs/SOWs, dispatch processes, spares strategy, and performance reviews; coordinate with vendor partners on support outcomes.
Financial management: Own cost optimization; manage lifecycle refresh and standard configurations to reduce support cost and downtime.
What you'll need:
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
8 to 12 years or more of progressive experience in IT infrastructure and operations, including 3 to 5 or more years in people leadership/management roles.
Demonstrated experience supporting large, distributed, customer-facing operations (100 to 300 locations preferred) with time-sensitive service windows and high availability expectations.
Experience operating and supporting business-critical applications in production in partnership with software engineering teams.
Experience with cloud platforms and operating models (e.g., Azure/AWS), including governance and cost management.
Experience implementing and managing IT service management practices and tooling (e.g., ServiceNow or similar), including incident/problem/change disciplines and SLA performance.
Proven ability to lead through major incidents with clear communications, effective vendor coordination, and structured root-cause analysis.
Experience in contract dining or supporting technology (preferred).
Experience supporting site launches, transitions, acquisitions, or large-scale rollouts (preferred).
Experience with modern operations practices for software (e.g., SRE/DevOps concepts, CI/CD change controls, observability) in partnership with engineering teams (preferred).
Experience with PCI DSS programs, payment ecosystems, and supporting audits/assessments (preferred).
Experience building internal developer platforms and self-service tooling (e.g., developer portals, service catalogs, golden paths/templates) and operating IaC/GitOps practices with policy-as-code guardrails (preferred).
Experience with automation/infrastructure-as-code (e.g., Terraform, Ansible, scripting) (preferred).
