Director, IT Infrastructure & Operations

2017 was a big year for ICW Group as we hit the $1B Mark! IT will lead the way to getting us to future milestones - $3B, $5B, the sky is the limit by implementing technologies that will enable us to be industry leaders! The Director, IT Infrastructure & Operations role is being created to lead the team that is responsible for the availability and performance of the national ICW Group IT Infrastructure. By tapping into your strong IT acumen, you will build upon our state-of-the-art technology and craft the processes needed for us to continuously operate, innovate and grow. You will play a key role in driving ICW Groups enterprise IT infrastructure technology roadmap and ongoing support lifecycle. To effectively lead this team, you will fully understand and have sufficient background in enterprise IT infrastructure strategy and operations to lead a team of employees and contractor subject matter experts. In other words, you have worked your way up the IT Leadership ladder which has provided you with a deep knowledge, understanding of and competency in these areas which allows you to lead by example rather than by title. Each day will offer you new, exciting challenges to tackle including:

Essential Duties & Responsibilities:

  • Lead the enterprise IT Infrastructure with high availability, superior performance in a 24x7 infrastructure support delivery model.
  • Design and implement near and long term strategy ensuring IT infrastructure, colocation, datacenter and lab capacity and performance meets existing and future requirements.
  • Supervise employee and vendor network architecture and operations staff including hiring, training, and evaluating.
  • Guide and provide work direction to a team of employees, contract operations, project staff, and IT infrastructure subject matter experts.
  • Provide technical expertise in the domain of IT architecture services in the areas of operations, project management, and serve as an escalation resource for all technical needs.
  • Coordinate and execute, upon approval, adjustments and changes that increase performance and availability.
  • Provide enterprise architecture design, definition and coordination of standards, project management, and lead technology research.
  • Manage all related vendor support contracts and assigned staff for hardware, software, and connectivity. Ongoing review of capacity utilization to align with budget planning.
  • Lead annual budget and financial planning process for assigned organization to include vendor contract budget(s), cost/benefit estimates on proposed projects, and investment decisions based on return on investment, criticality, and business need.
  • Manage project budgets to ensure business maximizes value on dollars expended on projects, systems, and vendor relationships.
  • Prioritize and plan technology/service/support solutions within annual budgets (business-as-usual and investment).
  • Maintain up-to-date system and infrastructure services documentation and inventories across the enterprise. Ensure availability and optimal performance of services through continuous assessment of IT infrastructure operations.
  • Provide advance notification of all planned system and IT Infrastructure scope outages and set realistic expectations on availability. Work with the other IT teams and the change management team to schedule.
  • Assess technical risk and provide timely mitigation and remediation plans.
  • Evaluate new technology and tools and build business cases for their use.
  • Oversee technical design documentation process for correctness and timeliness.
  • Participate in cross functional project reviews and Identify high risk areas pertaining to infrastructure scope.
  • Contribute to and maintain system standards including Change Management.
  • Research and recommend possible automated approaches for administration tasks.
  • Ensure daily system monitoring, verify integrity and availability of all IT Infrastructure hardware, resources, systems and key processes, and review system and application logs.


  • Bachelor's degree in Information Technology or related technical field plus 15 years of experience with broad and deep technical knowledge of IT infrastructure design and implementation, and ongoing operations and performance management across an enterprise footprint. Or an equivalent combination of experience, education, and training.
  • 5+ years of management experience for outsourced vendors in infrastructure or related IT scope services.
  • 5+ years of experience in managing the financial planning and budgeting process.
  • Must be a self-starter with a strong interest in technology and the ability to deal with a fast paced environment and ambiguity.
  • Possess expert knowledge and practical application of IT infrastructure technology in an enterprise scope.
  • Hands-on experience supporting core Infrastructure computing services (Domain Controllers, Enterprise Directory, DNS, DHCP, VMware virtualization, Hyper-Converged, Software-Defined Data Center, Backup/Recovery, Data Security, Data Replication & monitoring) in both a lab and production landscape.
  • Experience supporting containerization concepts, experience with clustering and scheduling suites such as Docker Swarm, Kubernetes, DCOS in lab and production landscapes.
  • Strong understanding of technical troubleshooting methodology.
  • Ability to facilitate problem solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management.
  • Strong team building, leadership, coaching and mentoring skills.
  • Excellent English oral, written, and interpersonal communication and presentation skills across organizational boundaries.
  • Strong customer service skills.
  • Ability to work with a range of technical staff to develop joint solutions in project and ongoing support situations.
  • Ability to achieve efficiencies through workflow improvement.
  • Experience with AWS and Azure (or other major cloud provider) server/instance management and monitoring is highly required.