About the role:
The Director of Internal IT is responsible for the strategy, execution, and operational excellence of all internal technology services that enable employees and corporate operations. This role focuses on delivering a reliable, scalable, and user-centered technology environment across endpoints, identity platforms, collaboration tools, and enterprise applications.
The Director of Internal IT partners closely with Information Security, Infrastructure/CloudOps, Finance, HR, and Business Operations to ensure internal systems are well-governed, cost-effective, and aligned with business needs, while prioritizing employee productivity and operational efficiency.
Responsibilities include:
IT Strategy & Leadership
- Define and execute the Internal IT roadmap, aligning technology initiatives with business growth, operational priorities, and workforce needs.
- Apply pragmatic buy vs. build decision-making to deliver efficient internal solutions.
- Represent Internal IT in Technology leadership discussions, ensuring tools and services scale alongside company growth and evolving ways of working.
- Establish KPIs, SLAs/SLOs, and operational metrics focused on service reliability, responsiveness, and employee satisfaction.
- Build, lead, mentor, and develop the Internal IT team with a strong emphasis on documentation, standard operating procedures, and continuous improvement.
End-User Technology & Operations
- Own end-user computing services including laptops/desktops, mobile devices, peripherals, collaboration platforms, and SaaS productivity tools.
- Drive automation and optimization across end-user IT operations (e.g., device provisioning, onboarding/offboarding, ticket triage, self-service workflows) to improve reliability, reduce manual effort, and scale support efficiently.
- Oversee endpoint lifecycle management (provisioning, support, refresh, retirement, and destruction) in partnership with Information Security teams.
- Ensure seamless employee onboarding, role changes, and offboarding through standardized IT workflows.
- Deliver a high quality IT support experience by combining strong ITSM practices with AI assisted triage, knowledge management, and root cause analysis.
Identity, Access & Collaboration Platforms
- Manage identity and access workflows that support efficient employee access to systems and applications, in coordination with Information Security.
- Own the administration and reliability of Microsoft 365 and collaboration platforms, including email, messaging, file sharing, and productivity tooling.
- Support remote and hybrid work enablement through dependable connectivity and workplace technology solutions.
Vendor & Financial Management
- Manage relationships with IT vendors, MSPs, hardware suppliers, and SaaS providers.
- Own Internal IT budgeting, forecasting, asset lifecycle planning, and license optimization.
- Partner with Procurement and Finance on contract reviews, renewals, and service evaluations.
Governance & Operational Readiness
- Maintain Internal IT policies, standards, and SOPs related to acceptable use, asset management, endpoint standards, and remote work.
- Ensure Internal IT practices are well-documented, repeatable, and support broader company compliance requirements.
- Coordinate with Information Security teams during incidents impacting internal systems, focusing on service restoration and employee communication.
Process & Continuous Improvement
- Drive standardization, automation, and simplification of Internal IT operational processes.
- Lead change management initiatives related to new tools, platforms, and employee technology experiences.
- Continuously identify opportunities to improve reliability, efficiency, and the overall employee technology experience.
- Leverage AI-enabled tools to improve service delivery, operational insights, and scale Internal IT operations.
Required Qualifications:
- 10–12+ years of experience in IT operations, end-user computing, or internal IT leadership.
- Strong experience with Microsoft 365, Entra ID, endpoint management platforms, and ITSM tools.
- Proven ability to scale IT operations in distributed or remote-first environments.
- Strong written and verbal communication skills, including executive and non-technical stakeholders.
- Education level: Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field required
Preferred Qualifications:
- Experience supporting SOC 2, PCI DSS, or ISO-aligned environments.
- Experience scaling IT operations in a high-growth SaaS or technology company.
- Strong understanding of IT cost management and license optimization.
- Prior experience partnering closely with Information Security teams.
- Industry leading certifications in Cloud, Leadership, and ITSM preferred.
Key Competencies:
- Operational excellence and attention to detail
- Strong ownership mentality and accountability
- Collaborative, service-oriented leadership style
- Practical, risk-aware decision making
- Ability to balance employee experience with governance requirements