Director Information Technology Infrastructure

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Akkodis
Cleveland, OH, United States
190000 - 200000 USD / Year
  • Services
  • FullTime
  • Applications have closed

Akkodis is seeking a Director of IT Infrastructure & End User Services role is aFull-time with a clientin Cleveland or Chicago (Hybrid), We are ideally looking for an applicant with strong leadership experience in IT Infrastructure and Help Desk/End-User Support, preferably within a law firm or professional services environment. The ideal candidate should be proactive, forward-thinking, and experienced in driving operational improvements, team organization, service delivery, and infrastructure projects while managing cross-functional IT support teams.

Salary Range: $190k-200K/annum Benefits;The salary may be negotiable based on experience, education, geographic location, and other factors.

ABOUT THE ROLE:

  • We are adding a Director position to our IT team. This position can be in Cleveland or Chicago — we’re open.
  • It’s a senior leadership position that will be responsible for everything in our IT infrastructure department and oversee a team of roughly 6 people (including a manager) as well as the end-user/help desk support center which is a team of roughly 20 people (including a manager) and at least 1 ops support person in each of our locations.
  • The CIO wants someone who is solid with infrastructure but also has that service side. The help desk team needs solid direction, realignment, organization, etc. We’re looking for someone who has worked preferably in a law firm or a professional services environment due to the heavy stakeholder interaction. The focus will be projects, operations, proposals, organization and structuring the departments to move forward in a productive manner — not band-aiding as we go along. I need a pro-active, not reactive, individual with forward thinking and how to evolve the departments, not maintain. The job description is very specific — and that’s what I need.

POSITION RESPONSIBILITIES

Infrastructure Strategy & Leadership

  • Develops and executes a multi-year infrastructure and end-user services roadmap aligned with organizational priorities, growth, and risk posture.
  • Serves as the accountable leader for enterprise infrastructure and workplace technology outcomes (availability, performance, security, user experience, and cost effectiveness).
  • Partners with the CIO and IT leadership to advance modernization initiatives including cloud adoption, platform standardization and security, automation, and operational maturity (ITIL/ITSM-aligned).
  • Establishes and enforces governance, policies, procedures, and standards for infrastructure, endpoint computing, and service operations.
  • Assesses and translates technology trends into practical, cost-effective improvements to infrastructure resiliency, scalability, and supportability.
  • Infrastructure Operations & Engineering (Data Center, Cloud, Network, Servers & Hardware)
  • Owns the design, implementation, and operational management of all core infrastructure services, including data centers, cloud platforms and hybrid connectivity.
  • Oversees enterprise networking (LAN/WAN, SD-WAN, VPN, WIFI, firewalls) to ensure secure, resilient connectivity across all offices and remote users.
  • Leads server, storage, backup, and virtualization operations (on-prem and cloud), including capacity planning, lifecycle refresh, patching, and performance optimization.
  • Owns infrastructure hardware standards and lifecycle management, including procurement, configuration, inventory/asset tracking, maintenance, refresh, secure disposal, and warranty management.
  • Oversees firmwide printing services and hardware (printers/MFPs), including device standards, vendor management, consumables, and secure printing practices.
  • Ensures identity and access management operations, supports onboarding/offboarding, least-privilege access, and timely provisioning/deprovisioning in partnership with Security and Applications teams.
  • Implements, maintains, and regularly tests disaster recovery and business continuity capabilities for infrastructure and support operations, including defined RTO/RPO targets and runbooks.
  • Provides 24×7 availability for critical infrastructure through monitoring, on-call coverage, escalation procedures, and incident response leadership.
  • Establishes proactive maintenance processes (patching, maintenance windows, vulnerability remediation, and documentation of solution architecture and configurations).

Help Desk & End-User Service Operations

  • Leads the firmwide Help Desk/Service Operations function to ensure timely, professional, and effective resolution of user issues for attorneys and business professionals.
  • Establishes and manages service level agreements (SLAs), key performance indicators (KPIs), and user satisfaction measures; drive continuous improvement.
  • Owns end-user computing service delivery, including device deployment and support, endpoint configuration and patching, break/fix, platform hardening, software distribution, and coordination of equipment.
  • Oversees onboarding and offboarding processes, account and equipment procedures, and role-change workflows to ensure consistent, secure, and auditable execution.
  • Provides operational oversight for conference room, videoconferencing, and collaboration support in partnership with relevant IT teams and vendors.

Security & Compliance

  • Collaborates with Information Security leadership to ensure infrastructure, endpoints, and support operations meet cybersecurity standards and regulatory/client requirements.
  • Supports audits, risk assessments, and compliance initiatives, including controls related to confidentiality, data protection, and technology governance.
  • Ensures secure configuration baselines, patching/vulnerability remediation, logging/monitoring, and incident response processes are implemented and consistently followed.
  • Maintains documentation, runbooks, and operational evidence needed for audit readiness across infrastructure and service operations.

Team Leadership & Development

  • Leads and develops two teams: (1) Infrastructure (engineering and operations) and (2) Help Desk/Service Operations; provides clear direction, priorities, and accountability.
  • Recruits, mentors, and retains a high-performing team through coaching, performance management, training plans, and succession planning.
  • Fosters a culture of customer service excellence, operational discipline, continuous improvement, and documentation.
  • Coordinates cross-functionally with Application and Security teams to deliver integrated solutions and shared outcomes.

Vendor & Financial Management

  • Oversees vendor relationships and contracts (e.g., managed service providers, network/telecom, hardware suppliers, print vendors, and service desk tooling) to ensure service quality and value.
  • Develops and manages infrastructure and end-user services budgets, including forecasting, cost optimization, and capital planning for refresh cycles.
  • Evaluates and recommends new technologies, tools, and service approaches that improve reliability, security, and user experience.

Project & Change Management

  • Leads a moderate to large-scale infrastructure and service delivery initiatives, including office expansions, mergers, system upgrades, refresh programs, and platform migrations.
  • Operates a structured change management process to minimize disruption, communicate effectively, and ensure appropriate testing and back-out planning.
  • Coordinates incident, problem, and root-cause analysis practices; drives corrective actions that prevent recurrence and improve resiliency.
  • Owns the end-to-end technical buildout for new offices and major site expansions and post-go-live stabilizations.

KEY COMPETENCIES

  • Strategic thinking and execution
  • Operational excellence and service delivery
  • Customer Service Orientation
  • Risk management and security awareness
  • People leadership and talent development
  • Stakeholder collaboration and influence
  • Data-driven decision making (metrics, reporting, continuous improvement)

QUALIFICATIONS

Education & Experience

  • Bachelor’s degree in Information Technology, Computer Science, or related field required (Master’s preferred).
  • 8–10 years of progressive IT infrastructure experience, including 5 years in a leadership role managing teams and service operations.
  • Demonstrated experience supporting multi-site environments; experience in professional services and/or law firm environments strongly preferred.
  • Proven track record of building or maturing IT service management practices (incident/problem/change, SLAs, knowledge management) and improving support outcomes through metrics.

Equal Opportunity Employer/Veterans/Disabled

Benefits offerings include but are not limited to:

  • Benefits (401K, PTO, perks, etc)

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit ++https://www.akkodis.com/en/privacy-policy++.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

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