Director of Internal IT

About the role:

The Director of Internal IT is responsible for the strategy, execution, and operational excellence of all internal technology services that enable employees and corporate operations. This role focuses on delivering a reliable, scalable, and user-centered technology environment across endpoints, identity platforms, collaboration tools, and enterprise applications.

The Director of Internal IT partners closely with Information Security, Infrastructure/CloudOps, Finance, HR, and Business Operations to ensure internal systems are well-governed, cost-effective, and aligned with business needs, while prioritizing employee productivity and operational efficiency.

Responsibilities include:

IT Strategy & Leadership

• Define and execute the Internal IT roadmap, aligning technology initiatives with business growth, operational priorities, and workforce needs.
• Apply pragmatic buy vs. build decision-making to deliver efficient internal solutions.
• Represent Internal IT in Technology leadership discussions, ensuring tools and services scale alongside company growth and evolving ways of working.
• Establish KPIs, SLAs/SLOs, and operational metrics focused on service reliability, responsiveness, and employee satisfaction.
• Build, lead, mentor, and develop the Internal IT team with a strong emphasis on documentation, standard operating procedures, and continuous improvement.

End-User Technology & Operations

• Own end-user computing services including laptops/desktops, mobile devices, peripherals, collaboration platforms, and SaaS productivity tools.
• Drive automation and optimization across end-user IT operations (e.g., device provisioning, onboarding/offboarding, ticket triage, self-service workflows) to improve reliability, reduce manual effort, and scale support efficiently.
• Oversee endpoint lifecycle management (provisioning, support, refresh, retirement, and destruction) in partnership with Information Security teams.
• Ensure seamless employee onboarding, role changes, and offboarding through standardized IT workflows.
• Deliver a high quality IT support experience by combining strong ITSM practices with AI assisted triage, knowledge management, and root cause analysis.

Identity, Access & Collaboration Platforms

• Manage identity and access workflows that support efficient employee access to systems and applications, in coordination with Information Security.
• Own the administration and reliability of Microsoft 365 and collaboration platforms, including email, messaging, file sharing, and productivity tooling.
• Support remote and hybrid work enablement through dependable connectivity and workplace technology solutions.

Vendor & Financial Management

• Manage relationships with IT vendors, MSPs, hardware suppliers, and SaaS providers.
• Own Internal IT budgeting, forecasting, asset lifecycle planning, and license optimization.
• Partner with Procurement and Finance on contract reviews, renewals, and service evaluations.

Governance & Operational Readiness

• Maintain Internal IT policies, standards, and SOPs related to acceptable use, asset management, endpoint standards, and remote work.
• Ensure Internal IT practices are well-documented, repeatable, and support broader company compliance requirements.
• Coordinate with Information Security teams during incidents impacting internal systems, focusing on service restoration and employee communication.

Process & Continuous Improvement

• Drive standardization, automation, and simplification of Internal IT operational processes.
• Lead change management initiatives related to new tools, platforms, and employee technology experiences.
• Continuously identify opportunities to improve reliability, efficiency, and the overall employee technology experience.
• Leverage AI-enabled tools to improve service delivery, operational insights, and scale Internal IT operations.

Required Qualifications:

• 10–12+ years of experience in IT operations, end-user computing, or internal IT leadership.
• Strong experience with Microsoft 365, Entra ID, endpoint management platforms, and ITSM tools.
• Proven ability to scale IT operations in distributed or remote-first environments.
• Strong written and verbal communication skills, including executive and non-technical stakeholders.
• Education level: Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field required

Preferred Qualifications:

• Experience supporting SOC 2, PCI DSS, or ISO-aligned environments.
• Experience scaling IT operations in a high-growth SaaS or technology company.
• Strong understanding of IT cost management and license optimization.
• Prior experience partnering closely with Information Security teams.
• Industry leading certifications in Cloud, Leadership, and ITSM preferred.

Key Competencies:

• Operational excellence and attention to detail
• Strong ownership mentality and accountability
• Collaborative, service-oriented leadership style
• Practical, risk-aware decision making
• Ability to balance employee experience with governance requirements