Senior Director of Infrastructure and Operations

Mercer Advisors

67d

About The Position

We are seeking a strategic and results-driven Senior Director of Infrastructure & Operations to lead our enterprise technology infrastructure, network services, and end-user support functions. This role is responsible for ensuring the reliability, scalability, and security of our IT infrastructure while delivering exceptional service to internal stakeholders. The ideal candidate will be a visionary leader with deep technical expertise and a passion for operational excellence. This position will work closely with the Technology leaders, Executive staff, and departmental leaders to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

Requirements

• Bachelor’s Degree in Computer Science, Information Systems or equivalent work experience, Masters Degree preferred.
• 10+ years of progressive experience in IT infrastructure and operations, including 5+ years in a senior leadership role.
• Proven experience managing network engineering and service desk teams.
• Strong understanding of cloud platforms (e.g., AWS, Azure), virtualization, networking, and enterprise IT systems.
• Demonstrated success in leading large-scale infrastructure projects and transformation initiatives.
• Excellent leadership, communication, and stakeholder management skills.
• ITIL certification and experience with service management platforms (e.g., ServiceNow) preferred.
• Comfortable communicating with and interacting with individuals from all levels of the organization.
• Strong analytical and problem-solving skills.
• Effective verbal and written communications skills.

Responsibilities

• Develop and execute a comprehensive infrastructure and operations strategy aligned with business goals.
• Lead and mentor high-performing teams, including Network Engineering and Service Desk functions.
• Foster a culture of innovation, accountability, and continuous improvement.
• Oversee the design, implementation, and maintenance of enterprise-wide infrastructure including data centers, cloud environments, servers, storage, and networking.
• Ensure high availability, performance, and scalability of systems and services.
• Manage vendor relationships and contracts related to infrastructure and network services.
• Lead the Service Desk team to deliver exceptional support experiences across the organization.
• Implement ITIL-based processes for incident, problem, and change management.
• Monitor service levels and drive improvements in response times, resolution rates, and customer satisfaction.
• Collaborate with Information Security teams to ensure infrastructure and operations meet compliance and security standards.
• Support disaster recovery and business continuity planning and execution.
• Develop and manage budgets for infrastructure and operations.
• Optimize resource allocation and identify cost-saving opportunities without compromising service quality.
• Partner with cross-functional teams to support business initiatives and technology projects.
• Communicate effectively with executive leadership, translating technical concepts into business value.
• Champion initiatives that empower internal users to become more self-sufficient through intuitive tools, training, and accessible resources.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term and Long-Term Disability Insurance
• Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
• Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
• Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care.
• 14 Company Paid Holidays with a full week off at Thanksgiving.
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (6 weeks)
• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees