Director, IT Infrastructure & Operations

Liquidity Services•Richardson, TX

23h•$158,700 - $178,550•Hybrid

About The Position

The Director, IT Infrastructure and Operations leads Platform Operations, Network Engineering, and Service Desk and Field Support. The role is accountable for the reliability, security, scalability, and cost-effectiveness of end-user support; server, identity, collaboration, backup, and storage platforms across on-premises, Azure, and AWS environments; and the hybrid network connecting offices, retail locations, warehouse facilities, cloud environments, and remote users. As a hands-on technical leader, the Director sets operational standards and service levels, serves as a senior escalation point, develops teams, manages vendors and budgets, and leads modernization in partnership with Information Security, DevOps, application teams, and business leaders. Based in the Dallas area, the Director works on-site at the Richardson, Texas office several days a week and serves as the senior IT operations leader for that location. The position manages the leaders and senior individual contributors responsible for Platform Operations, Network Engineering, and Service Desk and Field Support, including the Service Desk Director. It also provides second-level leadership for help desk analysts and field support technicians, and oversees contractors and managed service providers supporting these functions. The role is responsible for service availability and service desk performance; security and compliance, including PCI and SOX controls; backup and disaster recovery; modernization delivery; financial management; and team development. The Director is also the escalation point for after-hours critical incidents and leads IT readiness for facility builds, expansions, relocations, and site upgrades. The position is primarily performed in a home office or at the Richardson office. Occasional travel may be required, up to 10%.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of experience and certifications.
Ten or more years of progressively responsible IT infrastructure and operations experience, including at least five years managing technical teams.
Experience leading multiple IT functions, such as platform operations, network engineering, and service desk and field support, in a distributed, multi-site organization.
Demonstrated success delivering infrastructure, network, or cloud modernization programs.
Deep knowledge of Windows Server administration, Active Directory, Entra ID (Azure AD), ADFS, DNS/DHCP, and Windows and Azure security best practices.
Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and Teams.
Experience with virtualization platforms, enterprise storage, and backup and recovery tools such as Rubrik and/or Azure Site Recovery.
Experience with Azure and AWS infrastructure and networking in a hybrid environment.
Strong working knowledge of enterprise networking and network security, including Cisco and Meraki switching and wireless, Palo Alto firewalls, VPN, and WAN connectivity.
Experience leading a Service Desk and IT service management team with defined service levels using an ITSM platform.
Budget ownership and vendor management experience, including contract negotiation and telecom carrier management.
Working knowledge of PCI, SOX, and related control and audit requirements.
Strong leadership skills and ability to build accountable, high-performing teams.
Hands-on technical depth to step in on complex escalations.
Ability to balance day-to-day operational demands with long-term strategic initiatives and manage multiple priorities under pressure.
Clear, confident written and verbal communication with technical teams, executives, and business stakeholders.
Sound judgment and composure when leading critical incidents.
Strong analytical, troubleshooting, planning, and prioritization skills.
Customer-service mindset focused on the employee experience.
Ability to maintain a safe, secure, and distraction-free workspace with reliable internet access when working from a home office.

Nice To Haves

Hands-on background in Microsoft server and identity infrastructure, including Windows Server, Active Directory, and Microsoft 365, in an organization with at least 1,000 employees.
Experience with monitoring platforms such as Datadog, PRTG, or similar enterprise monitoring and observability tools.
PowerShell scripting, infrastructure-as-code, and automation experience.
Experience with cloud-native network transit architectures, such as AWS Transit Gateway and Azure Virtual WAN, and migration away from virtual router appliances.
ITIL 4 certification or equivalent IT service management training.
Experience supporting retail, warehouse, or logistics operations and managing geographically distributed, field, or contracted support teams.
Relevant certifications such as Microsoft Azure Administrator or Solutions Architect, AWS, CCNP, PMP, or CISSP.

Responsibilities

Lead, manage, and develop the Platform Operations, Network Engineering, and Service Desk and Field Support teams, including hiring, goal setting, performance management, coaching, succession planning, and staffing decisions.
Set the strategy and multi-year roadmap for end-user support, infrastructure, and network services in alignment with business priorities, security requirements, and the company’s cloud direction.
Oversee Service Desk and Field Support operations through the Service Desk Director; set service-level, escalation, staffing, coverage, self-service, and knowledge-management expectations across offices, retail locations, and warehouses.
Own implementation, delivery, and support of enterprise server and identity platforms, including Windows Server, virtualization platforms, Active Directory, Entra ID (Azure AD), ADFS, and DNS/DHCP.
Own the Microsoft 365 collaboration stack, including Exchange Online, SharePoint, and Teams, and the endpoint management platforms that support it.
Oversee Azure and AWS cloud infrastructure in partnership with DevOps and application teams.
Own backup and disaster recovery using Rubrik and Azure Site Recovery, including recovery testing, documentation, and business continuity planning.
Govern enterprise file shares and data storage policies, including retention, PII, access, and user roles, and conduct access and integrity audits with Information Security.
Drive cloud cost optimization with Server, Development, DevOps, and Database teams using native cloud cost tools.
Oversee the hybrid network, including Cisco and Meraki switching and wireless, Palo Alto firewalls and VPN, WAN and internet connectivity, and replacement of Cisco cloud services routers with cloud-native connectivity between Azure, AWS, and company sites.
Own infrastructure and network monitoring and alerting, such as PRTG and Datadog, to detect and resolve issues before they affect the business.
Lead IT delivery and readiness for new facilities, expansions, relocations, and site upgrades, coordinating network, infrastructure, end-user equipment, and Service Desk support.
Establish and run IT service management processes for incident, problem, change, configuration, asset, and request management; lead major-incident response and post-incident reviews; and serve as the senior escalation point for infrastructure issues.
Serve as the primary liaison between Platform Operations and the Security and Site Reliability (SSRE) team; partner with Information Security on patching, vulnerability remediation, access controls, logging, segmentation, and audit and control requirements.
Define operational metrics and dashboards, and report service performance, risks, and project status to IT leadership and business stakeholders.
Develop and manage infrastructure, cloud, network, telecom, and support budgets; optimize licensing, cloud consumption, carrier, and hardware costs.
Manage key vendor, carrier, managed service provider, and contractor relationships; partner with the Contracts team on negotiations, renewals, and service-performance reviews.
Champion automation, standardization, and documentation to improve reliability and reduce manual work.
Serve as the senior IT infrastructure leader on-site at the Richardson, Texas office and as the escalation point for after-hours critical incidents.
Provide second-level leadership for help desk analysts and field support technicians, ensuring consistent service levels, escalation practices, performance expectations, and employee experience across locations.
Oversee contractors and managed service providers supporting the teams.