Director of Information Technology

Pay Range: $160,000 to 170,000

Job Summary:
The Director of Information Technology serves as the second-in-command of the IT department and a key operational partner to the Vice President of IT. This role is responsible for the day-to-day performance of IT operations, support services, infrastructure, endpoint management, hardware provisioning, vendor relationships, and major technology projects across the organization.

This is a hands-on leadership role, not a position focused solely on management or vendor coordination. The Director must be technically strong, closely involved with the company's systems, and able to step into complex issues, make sound decisions, and drive work through completion without constant direction or follow-up.

Key Responsibilities:

Leadership and IT Operations
• Act as the primary operational partner and backup to the Vice President of IT, helping lead the department and maintain continuity of IT operations.
• Lead, coach, and hold accountable the IT support and infrastructure team, with clear expectations for service quality, technical accuracy, documentation, and follow-through.
• Oversee IT service desk operations in Jira, including ticket prioritization, escalations, response and resolution performance, recurring issue analysis, and customer service standards.
• Remain closely involved with all major systems, applications, integrations, vendors, and support processes to ensure the department has effective internal ownership and is not overly dependent on any one employee or outside provider.
• Communicate risks, delays, outages, and other concerns early and provide clear, accurate status updates to leadership.

Microsoft Systems Administration and Endpoint Management
• Administer, troubleshoot, secure, and improve the Microsoft 365 environment at an advanced, hands-on level.
• Manage Microsoft Entra ID, including identity lifecycle, authentication, Conditional Access, multifactor authentication, enterprise applications, role assignments, guest access, and access controls.
• Lead Microsoft Intune administration, including enrollment, configuration profiles, compliance policies, application deployment, Windows Autopilot, remediation scripts, device lifecycle management, and endpoint security.
• Develop, maintain, and use PowerShell scripts to automate administration, reporting, provisioning, remediation, and other repetitive IT processes.
• Administer and troubleshoot Microsoft Exchange, including mail flow, permissions, shared mailboxes, distribution groups, security settings, and related integrations.
• Manage and troubleshoot Group Policy, Active Directory, DNS, and DHCP.
• Plan and execute large-scale Windows deployments, feature updates, security patches, application rollouts, configuration changes, and device replacement initiatives.
• Monitor device compliance, vulnerabilities, encryption, endpoint protection, privileged access, and patching to maintain a secure and supportable environment.

Infrastructure, Security, and Store Technology
• Oversee the stability, security, performance, and supportability of network infrastructure, internet connectivity, wireless systems, servers, printers, POS-related hardware, and other store technology.
• Lead or assist with the technical response to outages, cybersecurity incidents, infrastructure failures, and complex escalations.
• Identify technical debt, unsupported systems, recurring failures, and control gaps, and develop practical plans to address them.
• Maintain accurate technical documentation, standards, diagrams, procedures, recovery information, and system ownership records.

IT Support, Hardware Provisioning, and Procurement
• Oversee hardware provisioning, configuration, deployment, replacement, recovery, and retirement for laptops, desktops, POS terminals, printers, network equipment, mobile devices, and related technology.
• Ensure equipment standards, asset records, inventory controls, warranties, spare equipment levels, and replacement cycles are maintained.
• Manage technology purchasing and vendor relationships with attention to pricing, standardization, lead times, service quality, and total cost of ownership.
• Work alongside the team when needed to resolve escalated support issues, provision equipment, or address operational problems.
• Participate in a 24/7 on-call rotation and respond to critical incidents, outages, and business-impacting technology issues outside normal business hours as needed.

Projects and Cross-Functional Partnership
• Own major IT projects from planning through implementation, including scope, timelines, resources, testing, communications, training, documentation, risk management, and transition to support.
• Coordinate effectively with Operations, Su