Vice President, IT Infrastructure & ITSM; Remote

About USS

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.

By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Location: Remote (Boston area preferred)

Reports to: Chief Information Officer (CIO)

Total Team Size: 35

Direct Reports: 5 (Directors / Managers)

The Vice President of IT Infrastructure & End User Services is responsible for the strategy, delivery, and operational excellence of the company’s global IT infrastructure and end-user technology ecosystem. This role oversees all core infrastructure platforms as well as end-user computing, service management, and IT operations, ensuring secure, reliable, and scalable technology services that enable business productivity and growth.

This leader will balance strategic vision with operational rigor, driving modernization across data center, cloud, network, security, end-user services, and ITSM while leading and developing a high-performing technical organization.

• Provide end-to-end ownership of IT infrastructure services, including:
  Data Center operations (on-prem and hosted), Virtualization platforms, Networking & perimeter security, Cloud infrastructure, Microsoft Exchange, Application and database infrastructure, Enterprise contact center platforms:
  Cisco and Five9
• Ensure infrastructure platforms meet requirements for availability, performance, scalability, security, and disaster recovery
• Define and maintain architecture standards, roadmaps, and lifecycle management across all infrastructure domains

• Own the end-user computing strategy, including, Endpoint devices (laptops, desktops, mobile), Operating systems, patching, and endpoint security, Virtual desktops and remote access technologies, Device lifecycle management and standardization
• Ensure a high-quality employee technology experience for distributed and remote work forces
• Partner with HR and business leaders on onboarding, offboarding, and workforce enablement technologies

• Lead End User Support and Service Desk operations, including Tier 1–3 support models
• Establish and mature ITIL-aligned service management practices, including:
  Incident, problem, and change management, Service request fulfillment, Asset and configuration management (CMDB), Knowledge management and continual service improvement
• Define and track SLAs, KPIs, and customer satisfaction metrics
• Drive service automation, self-service capabilities, and operational efficiency

• Lead hybrid and multi-cloud strategies, including governance, security, and cost optimization (Fin Ops)
• Drive infrastructure modernization initiatives:
• Automation and Infrastructure as Code (IaC)
• Platform consolidation and standardization
• Migration from legacy systems to cloud and SaaS solutions
• Collaborate with Application, Data, and Security teams to support cloud-native and modern application architectures

• Partner closely with Information Security leadership to ensure infrastructure and EUC environments align with:
• Security architecture and policies
• Regulatory and audit requirements
• Incident response and business continuity planning
• Ensure infrastructure readiness for audits, penetration testing, and disaster recovery exercises

• Lead, mentor, and develop a team of infrastructure, EUC, and operations…