Director of IT & Infrastructure

Via•New York, NY

About The Position

Via is seeking a Director of IT & Infrastructure to lead the team, systems, and infrastructure that keep employees connected and operations running. The role spans global IT support, enterprise applications, identity and access, corporate networks, endpoint and asset management, and facility readiness for new transit service launches. It combines people leadership with hands-on technical work, requiring an entrepreneurial but pragmatic approach to building reliable services and repeatable processes. The Director will set IT priorities and service expectations, improve employee support through automation and AI, oversee enterprise technology and infrastructure, and prepare operational sites for launch. The role also manages IT spending and suppliers, and partners with Information Security on controls, audits, access reviews, and continuity.

Requirements

10+ years of experience in corporate IT or infrastructure.
At least 4 years of experience managing teams.
Hands-on technical leadership, including the ability to coach a team, plan deployments, troubleshoot integrations, and manage vendor escalations.
Experience in identity and access management, SaaS administration, endpoint management, networking, and IT service delivery.
Ability to deliver technology infrastructure for new offices or operational sites, including coordinating connectivity providers, contractors, and installation schedules.
Experience improving processes through APIs, integrations, and automation, and practical experience applying AI to internal support or employee workflows.
Experience managing budgets, negotiating with suppliers, and improving software and hardware spending.
Strong communication and relationship-building skills across Operations, Engineering, Information Security, People, Finance, and other business teams.
Organized and resourceful, with the ability to manage competing priorities in a fast-moving environment, follow problems through to resolution, and build processes to prevent recurrence.

Nice To Haves

Experience managing teams in a global technology company.
Familiarity with Okta, Google Workspace, Cisco Meraki, and Freshservice, or comparable platforms.

Responsibilities

Lead and develop the global IT team, establish ownership and service expectations, and translate business priorities into an actionable IT roadmap.
Balance daily IT operations with infrastructure improvements and longer-term projects.
Oversee employee IT support across offices, remote teams, and operational sites.
Administer and continuously improve Freshservice, including ticketing, service catalog, approvals, inventory, knowledge management, and automated workflows.
Oversee identity and access management, including Okta, SSO, application provisioning, and employee onboarding, transfers, and offboarding.
Maintain access approval and provisioning workflows between Freshservice, Okta, and connected applications.
Oversee corporate networks, Wi-Fi, internet connectivity, remote access, and IT-managed infrastructure; monitor sites and address outages.
Manage DNS, domain, and certificate requirements, including work involving Cloudflare, AWS, and GCP.
Own facility setup and IT readiness for new Network TaaS launches, including sourcing telecommunications providers and infrastructure contractors and overseeing onsite installations, security cameras, and physical access control systems.
Ensure application access reflects each launch’s staffing and operational requirements.
Establish hardware standards and oversee device deployment, management, support, inventory, purchasing, logistics, replacement, and secure disposal.
Oversee enterprise applications, including Google Workspace, Slack, Jira, Confluence, Freshservice, and other platforms; partner with business owners on departmental systems.
Lead application implementations, migrations, and consolidation projects, with clear support and administrative ownership.
Expand integrations across Freshservice, Okta, Slack, Confluence, and other services.
Develop and maintain bots and AI agents that answer employee questions, use company knowledge, and handle service requests, with appropriate monitoring and controls.
Manage the rollout and administration of AI tools such as Claude and Cursor, including employee access, licensing, usage allocations, spending visibility, and support.
Own IT budget planning and tracking, vendor relationships, commercial negotiations, renewals, and license optimization.
Lead technical assessments within ZIP procurement workflows in partnership with Procurement, Finance, Legal, and Information Security.
Partner with Information Security to implement controls across IT-managed systems, support audits and access reviews, and address control gaps.
Maintain recovery procedures, system documentation, and backup ownership for critical services.