Director of IT & Infrastructure

Via•New York City, NY

About The Position

Via is hiring a Director of IT & Infrastructure to lead the team, systems, and infrastructure that keep employees connected and operations moving. The role spans global IT support, enterprise applications, identity and access, corporate networks, endpoint and asset management, and facility setup for new transit service launches. It combines people leadership with hands-on technical work, requiring an entrepreneurial yet pragmatic approach to building reliable services and repeatable processes. The Director will lead the global IT team and translate business priorities into an actionable roadmap, while balancing day-to-day operations with infrastructure improvements and longer-term projects. They will own the employee IT experience across offices, remote teams, and operational sites; oversee service management, access workflows, enterprise applications, networks, endpoints, and launch readiness; and develop automation and AI-enabled workflows for employee support. The role also owns IT spending and supplier relationships and partners with Information Security on controls, audits, access reviews, recovery procedures, and documentation.

Requirements

At least 10 years of experience in corporate IT or infrastructure.
At least 4 years of experience managing teams.
Experience in identity and access management, SaaS administration, endpoint management, networking, and IT service delivery.
Hands-on technical leadership, including coaching a team, planning deployments, troubleshooting integrations, and managing vendor escalations.
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, with practical application of AI to internal support or employee workflows.
Experience managing budgets, negotiating with suppliers, and improving software and hardware spending.
Clear communication and ability to build working relationships across Operations, Engineering, Information Security, People, Finance, and other business teams.
Organization, resourcefulness, comfort managing competing priorities in a fast-moving environment, and ability to follow problems through to resolution and prevent recurrence.

Nice To Haves

Experience 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 clear 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.
Lead administration and ongoing improvement of Freshservice, including ticketing, service catalog, approvals, inventory, knowledge management, and automated workflows.
Oversee Okta, single sign-on, application provisioning, and employee onboarding, transfers, and offboarding; maintain reliable access approval and provisioning workflows.
Oversee corporate networks, Wi-Fi, internet connectivity, remote access, and IT-managed infrastructure; monitor sites, address outages, and improve reliability.
Manage relevant DNS, domain, and certificate requirements, including work with Cloudflare, AWS, and GCP.
Own facility setup and IT readiness for new transit service 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, and 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 for employee questions and service requests, with appropriate monitoring and controls.
Manage 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.