Director, IT Operations and Infrastructure

We are seeking an experienced technology operations leader to serve as Director, IT Operations, responsible for delivering reliable, scalable IT services that power day-to-day business operations. This role leads global helpdesk operations (including VIP IT support) and corporate information technology including hardware asset management, endpoint engineering, and collaboration software. The Director, IT Operations ensures our employees have the tools, support, and infrastructure they need to be productive and secure.

The ideal candidate is comfortable operating as player-coach and can in the same day work to assess strategic outlook for the team while helping to close complex tickets.

This role reports to the Chief Information Security Officer.

This role is 3 days per week hybrid from our office in Oakland, California. We'd love for you to join us!

• Lead helpdesk operations and VIP IT support functions, setting service level standards and driving a high-quality end-user experience

• Own incident management and escalation processes for platforms managed by IT Operations to ensure timely resolution and continuous improvement of support operations

• Define and execute an end-user compute strategy encompassing endpoint hardware lifecycle management (laptops, AV/teleconference equipment, and VDIs), including imaging, deployment, MDM, patch management, asset inventory, procurement planning, and budget forecasting

• Lead endpoint engineering to design and maintain standardized device configurations at scale, managing MDM platforms for security compliance, software deployment, and policy enforcement — partnering with the security team on endpoint health, vulnerability management, and compliance posture

• Own the strategy, roadmaps, engineering, administration, and support of core collaboration and productivity platforms including Google Workspace, Slack, Box, Jira, and related SaaS tools

• Collaborate with AI enablement functions to incorporate enterprise AI strategy with collaboration and productivity platforms

• Ensure platform integrations, reliability, and adoption across the organization

• Build, mentor, and lead high-performing teams across IT operations and geographies

• Foster a culture of operational excellence and continuous improvement, underpinned by strong customer service, process documentation, knowledge management, and team capability development

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field

• Relevant industry certifications such as ITIL, CompTIA, or cloud/endpoint platform certifications (Google Workspace Admin, Jamf, Microsoft Intune, etc.)

• 8+ years of progressive IT experience with 3+ years in a people management or team lead role

• Demonstrated experience scaling and running helpdesk or IT support operations, including SLA ownership and escalation management

• Hands-on background in endpoint engineering, MDM platforms, and hardware asset lifecycle management

• Experience administering and supporting corporate collaboration and SaaS platforms (e.g., Google Workspace, Slack, Jira)

• Proven ability to manage vendor relationships, hardware procurement, and operational budgets

• Strong cross-functional collaboration skills with the ability to align IT services to business needs

• Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions

• Experience with ITSM tooling (e.g., Service Now, Jira Service Management) and help desk operations best practices

• Working knowledge of…