Director of IT Infrastructure & End User Services

Benesch Law•Cleveland, OH

4d•Hybrid

About The Position

This senior leadership role is responsible for the strategy, security, availability, and day-to-day operation of the organization's technology infrastructure and end-user support services across a multi-office environment. The Director owns the full lifecycle of infrastructure and hardware, including data center and cloud platforms, networking, servers, storage, and end-user devices. The Director develops the operating model, policies, procedures, tools, metrics, and service standards to ensure a reliable, scalable, cost-effective, and user-centric technology environment, and is accountable for the technical buildout and readiness of new offices (connectivity, end-user technology, and go-live execution), while maintaining strict confidentiality and aligning initiatives with organizational goals. The position is hybrid with work from home flexibility.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field required (Master's preferred).
8–10+ years of progressive IT infrastructure experience, including 5+ years in a leadership role managing teams and service operations.
Demonstrated experience supporting multi-site environments; experience in professional services and/or law firm environments strongly preferred.
Proven track record of building or maturing IT service management practices (incident/problem/change, SLAs, knowledge management) and improving support outcomes through metrics.
Enterprise infrastructure experience across data center and cloud environments, including compute, storage, backup/recovery, and virtualization.
Strong networking knowledge (LAN/WAN, VPN, SD‑WAN, firewalls, Wi‑Fi) and experience with secure network design and operations.
Cloud platform expertise, including operational governance, monitoring / observability, and cost optimization.
Endpoint and hardware lifecycle management (procurement, imaging/configuration, patching, asset management, refresh, and secure disposition) for laptops/desktops and peripherals.
Experience supporting enterprise printing and document output environments, including vendor management and service reliability.
Familiarity with identity and access management concepts and tools; partnership with Security to enforce least privilege and auditability.
Working knowledge of ITIL/ITSM frameworks and service desk tooling.
Ability to align infrastructure and support services with business objectives; communicate clearly with both technical and non-technical stakeholders.
Strong project/program management skills, including prioritization, execution discipline, and change communication.
Experience managing budgets, vendors, and contracts; ability to evaluate ROI and build business cases for technology investments.
Demonstrated ability to operate effectively in fast-paced environments with time-sensitive matters while maintaining strict confidentiality.

Nice To Haves

Master's degree preferred.

Responsibilities

Develops and executes a multi-year infrastructure and end-user services roadmap aligned with organizational priorities, growth, and risk posture.
Serves as the accountable leader for enterprise infrastructure and workplace technology outcomes (availability, performance, security, user experience, and cost effectiveness).
Partners with the CIO and IT leadership to advance modernization initiatives including cloud adoption, platform standardization and security, automation, and operational maturity (ITIL/ITSM-aligned).
Establishes and enforces governance, policies, procedures, and standards for infrastructure, endpoint computing, and service operations.
Assesses and translates technology trends into practical, cost-effective improvements to infrastructure resiliency, scalability, and supportability.
Owns the design, implementation, and operational management of all core infrastructure services, including data centers, cloud platforms and hybrid connectivity.
Oversees enterprise networking (LAN/WAN, SD-WAN, VPN, Wi‑Fi, firewalls) to ensure secure, resilient connectivity across all offices and remote users.
Leads server, storage, backup, and virtualization operations (on-prem and cloud), including capacity planning, lifecycle refresh, patching, and performance optimization.
Owns infrastructure hardware standards and lifecycle management, including procurement, configuration, inventory/asset tracking, maintenance, refresh, secure disposal, and warranty management.
Oversees firmwide printing services and hardware (printers/MFPs), including device standards, vendor management, consumables, and secure printing practices.
Ensures identity and access management operations, supports onboarding/offboarding, least-privilege access, and timely provisioning/deprovisioning in partnership with Security and Applications teams.
Implements, maintains, and regularly tests disaster recovery and business continuity capabilities for infrastructure and support operations, including defined RTO/RPO targets and runbooks.
Provides 24x7 availability for critical infrastructure through monitoring, on-call coverage, escalation procedures, and incident response leadership.
Establishes proactive maintenance processes (patching, maintenance windows, vulnerability remediation, and documentation of solution architecture and configurations).
Leads the firmwide Help Desk/Service Operations function to ensure timely, professional, and effective resolution of user issues for attorneys and business professionals.
Establishes and manages service level agreements (SLAs), key performance indicators (KPIs), and user satisfaction measures; drive continuous improvement.
Owns end-user computing service delivery, including device deployment and support, endpoint configuration and patching, break/fix, platform hardening, software distribution, and coordination of equipment.
Oversees onboarding and offboarding processes, account and equipment procedures, and role-change workflows to ensure consistent, secure, and auditable execution.
Provides operational oversight for conference room, videoconferencing, and collaboration support in partnership with relevant IT teams and vendors.
Collaborates with Information Security leadership to ensure infrastructure, endpoints, and support operations meet cybersecurity standards and regulatory/client requirements.
Supports audits, risk assessments, and compliance initiatives, including controls related to confidentiality, data protection, and technology governance.
Ensures secure configuration baselines, patching/vulnerability remediation, logging/monitoring, and incident response processes are implemented and consistently followed.
Maintains documentation, runbooks, and operational evidence needed for audit readiness across infrastructure and service operations.
Leads and develops two teams: (1) Infrastructure (engineering and operations) and (2) Help Desk/Service Operations; provides clear direction, priorities, and accountability.
Recruits, mentors, and retains a high-performing team through coaching, performance management, training plans, and succession planning.
Fosters a culture of customer service excellence, operational discipline, continuous improvement, and documentation.
Coordinates cross-functionally with Application and Security teams to deliver integrated solutions and shared outcomes.
Oversees vendor relationships and contracts (e.g., managed service providers, network/telecom, hardware suppliers, print vendors, and service desk tooling) to ensure service quality and value.
Develops and manages infrastructure and end-user services budgets, including forecasting, cost optimization, and capital planning for refresh cycles.
Evaluates and recommends new technologies, tools, and service approaches that improve reliability, security, and user experience.
Leads a moderate to large-scale infrastructure and service delivery initiatives, including office expansions, mergers, system upgrades, refresh programs, and platform migrations.
Operates a structured change management process to minimize disruption, communicate effectively, and ensure appropriate testing and back-out planning.
Coordinates incident, problem, and root-cause analysis practices; drives corrective actions that prevent recurrence and improve resiliency.
Owns the end-to-end technical buildout for new offices and major site expansions and post-go-live stabilizations.