Director, IT Operations and Infrastructure

Marqeta • Oakland, CA

13h • Hybrid

About The Position

Marqeta is seeking an experienced technology operations leader to deliver reliable, scalable IT services that support day-to-day business operations. The Director leads global helpdesk operations, including VIP IT support, and corporate IT functions such as hardware asset management, endpoint engineering, and collaboration software. This is a player-coach role that combines strategic leadership with hands-on support for complex tickets. The position reports to the Chief Information Security Officer and is hybrid, with three days per week in Marqeta’s Oakland, California office.

The Director sets service standards and owns incident management and escalations; develops end-user compute strategy and endpoint lifecycle practices; leads endpoint engineering and device management; and oversees the strategy, engineering, administration, and support of collaboration and productivity platforms. The role also works with AI enablement functions to incorporate enterprise AI strategy into these platforms, and leads and develops high-performing teams across geographies.

Requirements

• Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
• At least 8 years of progressive IT experience, including at least 3 years in a people management or team lead role.
• Demonstrated experience scaling and running helpdesk or IT support operations, including SLA ownership and escalation management.
• Hands-on experience with endpoint engineering, MDM platforms, and hardware asset lifecycle management.
• Experience administering and supporting corporate collaboration and SaaS platforms such as Google Workspace, Slack, and Jira.
• Proven ability to manage vendor relationships, hardware procurement, and operational budgets.
• Strong cross-functional collaboration skills and ability to align IT services with business needs.
• Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions.
• Experience with ITSM tooling such as ServiceNow or Jira Service Management and help desk operations best practices.
• Working knowledge of SaaS administration, user provisioning, and identity management, including SSO/SCIM.
• Familiarity with corporate network infrastructure concepts, VPN, and remote work tooling.
• Understanding of IT security principles, endpoint compliance, and data protection practices.
• Operationally minded, action-oriented leadership with strong financial acumen and the ability to explain technical concepts to non-technical stakeholders.
• High ethical standards and commitment to security culture.

Nice To Haves

• Relevant industry certifications such as ITIL, CompTIA, Google Workspace Admin, Jamf, Microsoft Intune, or other cloud/endpoint platform certifications.
• Experience in financial services, fintech, or other regulated industries.
• Familiarity with AI productivity tooling and automation platforms for IT workflows.

Responsibilities

• Lead helpdesk operations and VIP IT support, setting service-level standards and delivering a high-quality end-user experience.
• Own incident management and escalation processes for IT Operations-managed platforms, ensuring timely resolution and continuous improvement.
• Define and execute end-user compute strategy, including endpoint hardware lifecycle management for laptops, AV and teleconference equipment, and VDIs.
• Oversee imaging, deployment, mobile device management, patch management, asset inventory, procurement planning, and budget forecasting.
• Lead endpoint engineering and maintain standardized device configurations at scale.
• Manage MDM platforms for security compliance, software deployment, and policy enforcement, partnering with the security team on endpoint health, vulnerability management, and compliance posture.
• Own strategy, roadmaps, engineering, administration, and support for collaboration and productivity platforms, including Google Workspace, Slack, Box, Jira, and related SaaS tools.
• Collaborate with AI enablement functions to incorporate enterprise AI strategy into collaboration and productivity platforms.
• Ensure platform integrations, reliability, and adoption across the organization.
• Build, mentor, and lead high-performing IT operations teams across geographies.
• Foster operational excellence and continuous improvement through customer service, process documentation, knowledge management, and team capability development.
• Manage vendor relationships, hardware procurement, operational budgets, licensing, and vendor contracts.

Benefits

• Annual bonuses for eligible employees.
• Multiple health insurance options.
• Flexible time off.
• Retirement savings program with company contribution and after-tax contributions.
• Equity in a publicly traded company and an Employee Stock Purchase Program.
• Family-forming benefits and fertility support.
• Up to 20 weeks of parental leave.
• Free therapy sessions, financial and professional coaching, and legal advice.
• Monthly stipend to support the remote work model.
• Annual development dollars to support employee growth and development.
• Flex First work model offering the freedom to work from home or a company office.

What This Job Offers

• Job Type: Full-time
• Career Level: Director