Director of IT Infrastructure & End User Services Job Cleveland area,Ohio USA,IT/Tech

Position Summary

Senior leadership role to own the full lifecycle of technology infrastructure and end‑user support services for a multi‑office law firm. The Director drives strategy, security, availability, and day‑to‑day operations across data center, cloud, network, servers, storage, and end‑user devices, ensuring a reliable, scalable, and cost‑effective environment. The role also leads help desk/service operations and oversees new office builds and expansions, operating under strict confidentiality and aligning initiatives with organizational goals.

Position

Responsibilities Infrastructure Strategy & Leadership

Develop and execute a multi-year infrastructure and end‑user services roadmap aligned with organizational priorities, growth, and risk posture.

Serve as accountable leader for enterprise infrastructure and workplace technology outcomes (availability, performance, security, user experience, and cost effectiveness).

Partner with the CIO and IT leadership to advance modernization initiatives including cloud adoption, platform standardization, security, automation, and operational maturity (ITIL/ITSM‑aligned).

Establish and enforce governance, policies, procedures, and standards for infrastructure, endpoint computing, and service operations.

Assess and translate technology trends into practical, cost‑effective improvements to infrastructure resiliency, scalability, and supportability.

Infrastructure Operations & Engineering (Data Center, Cloud, Network, Servers & Hardware)

Own design, implementation, and operational management of all core infrastructure services, including data centers, cloud platforms, and hybrid connectivity.

Oversee enterprise networking (LAN/WAN, SD‑WAN, VPN, Wi‑Fi, firewalls) to secure, resilient connectivity across all offices and remote users.

Lead server, storage, backup, and virtualization operations (on‑prem and cloud), including capacity planning, lifecycle refresh, patching, and performance optimization.

Manage infrastructure hardware standards and lifecycle, including procurement, configuration, inventory/asset tracking, maintenance, refresh, secure disposal, and warranty management.

Oversee firmwide printing services and hardware (printers/MFPs), including device standards, vendor management, consumables, and secure printing practices.

Ensure identity and access management operations, supporting onboarding/offboarding, least‑privilege access, and timely provisioning/deprovisioning in partnership with Security and Applications teams.

Implement, maintain, and regularly test disaster recovery and business continuity capabilities, defining RTO/RPO targets and runbooks.

Provide 24x7 availability for critical infrastructure through monitoring, on‑call coverage, escalation procedures, and incident response leadership.

Establish proactive maintenance processes (patching, maintenance windows, vulnerability remediation, and documentation of solution architecture and configurations).

Help Desk & End‑User Service Operations

Lead the firmwide Help Desk/Service Operations function to ensure timely, professional, and effective resolution of user issues.

Establish and manage SLAs, KPIs, and user satisfaction measures; drive continuous improvement.

Own end‑user computing service delivery, including device deployment and support, endpoint configuration and patching, break/fix, platform hardening, software distribution, and equipment coordination.

Oversee onboarding and offboarding processes, account and equipment procedures, and role‑change workflows to ensure consistent, secure, and auditable execution.

Provide operational oversight for conference room, videoconferencing, and collaboration support in partnership with relevant IT teams and vendors.

Security & Compliance

Collaborate with Information Security leadership to ensure infrastructure, endpoints, and support operations meet cybersecurity standards and regulatory requirements.

Support audits, risk assessments, and compliance initiatives, including controls related to confidentiality, data protection, and technology governance.

Ensure secure configuration baselines, patching/vulnerability remediation, logging/monitoring, and incident…