Director, IT Operations and Infrastructure

Marqeta • Oakland, CA

3d • $184,400 - $271,200 • Hybrid

About The Position

We are seeking an experienced technology operations leader to serve as Director, IT Operations, responsible for delivering reliable, scalable IT services that power day-to-day business operations. This role leads global helpdesk operations (including VIP IT support) and corporate information technology including hardware asset management, endpoint engineering, and collaboration software. The Director, IT Operations ensures our employees have the tools, support, and infrastructure they need to be productive and secure. The ideal candidate is comfortable operating as player-coach and can in the same day work to assess strategic outlook for the team while helping to close complex tickets.
This role reports to the Chief Information Security Officer.
This role is 3 days per week hybrid from our office in Oakland, California. We'd love for you to join us!

Requirements

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field
• Relevant industry certifications such as ITIL, CompTIA, or cloud/endpoint platform certifications (Google Workspace Admin, Jamf, Microsoft Intune, etc.)
• 8+ years of progressive IT experience with 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 background in endpoint engineering, MDM platforms, and hardware asset lifecycle management
• Experience administering and supporting corporate collaboration and SaaS platforms (e.g., Google Workspace, Slack, Jira)
• Proven ability to manage vendor relationships, hardware procurement, and operational budgets
• Strong cross-functional collaboration skills with the ability to align IT services to business needs
• Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions
• Experience with ITSM tooling (e.g., ServiceNow, Jira Service Management) and help desk operations best practices
• Working knowledge of SaaS administration, user provisioning, and identity management (SSO/SCIM)
• Familiarity with corporate network infrastructure concepts, VPN, and remote work tooling
• Understanding of IT security principles, endpoint compliance, and data protection practices
• Familiarity with AI productivity tooling and automation platforms for IT workflows
• Operationally minded leader with a bias toward action, strong financial acumen (hardware budgets, licensing, vendor contracts), and the communication skills to translate technical concepts for non-technical stakeholders — all grounded in high ethical standards and a commitment to security culture

Nice To Haves

• Experience in financial services, fintech, or other regulated industries

Responsibilities

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

Benefits

• Multiple health insurance options
• Flexible time off – take what you need
• 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, fertility support, and up to 20 weeks of Parental Leave
• Free therapy sessions, financial and professional coaching, and legal advice
• Monthly stipend to support our remote work model
• Annual "development dollars" to support our people growth and development
• The freedom to live and work wherever you and your family thrive

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree