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

Director of IT Infrastructure & End User Services

Cleveland office. Hybrid remote work.

Position Summary

Are you searching for an opportunity to lead the strategic vision, development, implementation, and management of one of the nation's fastest growing law firm's infrastructures and end-user support services? Do you have law firm or professional services IT leadership? Have you developed and executed a multi-year infrastructure and end-user services roadmap to help an organization with growth, risk and priorities? Then our opening for a Director of IT Infrastructure & End User Services is the opportunity for you.

This role is for the individual who is looking to own the full lifecycle of infrastructure as well as lead help desk/service operations.

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, Wi‑Fi, 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 24x7 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…