Sr Director of IT Infrastructure and Support

ELLWOOD•New Castle, PA

14d

About The Position

The Sr. Director of IT Infrastructure and Support provides enterprise-wide leadership over IT infrastructure design, integration, optimization, and technical support services across more than 25 facilities serving over 2,000 team members. The role sets strategic direction for infrastructure capabilities to ensure scalability, reliability, and resilience in support of day-to-day operations and complex technology initiatives across multiple business units. The Director partners with manufacturing leaders, senior IT and security staff, and corporate leadership to align infrastructure strategies with operational priorities, regulatory requirements, and future growth. This position leads infrastructure roadmaps, cross-functional technology delivery, infrastructure projects, vendor strategy, capacity planning, reliability initiatives, enterprise help desk priorities, and technical support services. It also leads and develops a team of four or more IT professionals and establishes support standards, metrics, and 24/7 services.

Requirements

Bachelor’s degree in computer science or information systems.
At least ten years of experience in information systems and technology, including seven or more years driving IT infrastructure solutions and strategy in a manufacturing environment.
Experience installing, configuring, and maintaining servers and associated network equipment.
Demonstrated knowledge and success in managing, investigating, and improving IT infrastructure systems, including project management experience.
Leadership ability to manage, direct, and motivate people with diverse skill sets.
Strong communication and customer service skills, including interpersonal skills for teamwork, leadership, and performance coaching.
Ability to make sound, value-added decisions independently in a business context.
Analytical and problem-solving skills that support quality solutions and efficient project completion.
Strong organizational, project management, and time management skills.
Ability to read, analyze, and interpret technical documents, financial reports, and business documents.
Excellent written communication skills and ability to produce documents in prescribed styles and formats.
Effective presentation skills when communicating highly technical information to non-technical staff and management teams.
Willingness to be on call as needed.
Ability to travel regionally frequently.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Master’s degree preferred.
Cloud infrastructure experience preferred.
Supervisory and staff management experience highly preferred.

Responsibilities

Lead enterprise infrastructure across all locations to ensure reliability, scalability, security, and resilience, and partner with business and manufacturing leaders on infrastructure strategies.
Evaluate the current network structure and identify upgrades needed to maintain a high-quality environment.
Develop and execute cloud infrastructure roadmaps aligned with business objectives, growth plans, security requirements, and digital transformation initiatives.
Direct and align cross-functional teams, including network, business applications, manufacturing systems, and administrative functions, to deliver integrated technology solutions.
Define and manage enterprise infrastructure projects, ensuring strategic alignment, resource optimization, security compliance, and on-time, on-budget delivery.
Lead capacity planning and data-driven continuous improvement initiatives to strengthen infrastructure performance.
Conduct proactive root cause analysis and establish preventative practices to reduce downtime and improve reliability in manufacturing-critical environments.
Develop vendor strategy and manage enterprise infrastructure services for quality, cost-effectiveness, and alignment with security and organizational standards.
Oversee infrastructure-related enterprise help desk priorities and communicate effectively and promptly with end users about issues and projects.
Represent the organization at technology conferences and apply relevant industry insights to manufacturing and business operations.
Ensure technical documentation and reporting provide clarity and transparency for executives and operational leaders.
Provide enterprise-wide infrastructure leadership, strategic support, and guidance across business units.
Oversee enterprise support services to ensure timely, accurate, customer-focused issue resolution.
Lead and continuously improve the IT helpdesk function to provide rapid, reliable, and empathetic support.
Establish service level agreements and performance metrics for technical support.
Set and maintain standards for incident response, issue resolution, and root cause analysis.
Implement and manage 24/7 support services.
Implement tools, dashboards, and processes to improve visibility into response and performance metrics.
Promote a customer-first mindset through team training, documentation, and user-centered support tools.
Lead and develop a team of four or more IT professionals, ensuring it can support enterprise-wide and manufacturing-specific needs.
Build, develop, and mentor team members to create a high-performing, scalable IT infrastructure organization.
Set priorities, allocate resources, and establish accountability across multiple business units.
Foster innovation, operational excellence, and continuous improvement across the IT infrastructure and support team.