Deputy Division Chief - ITDIO

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Job Summary

Reporting directly to the Division Chief of Infrastructure and Operations within the IT Department, the Deputy Division Chief leads the operational management of IT infrastructure at headquarters and remote sites. This position is responsible for the seamless delivery and support of workplace technologies including endpoint devices, user support, and managed service provider (MSP) oversight, and ensures robust security measures are integrated into all aspects of infrastructure operations. The successful candidate will bring deep, hands-on operational expertise and serve as a technical leader and problem solver for infrastructure and security challenges.

Main Duties and Responsibilities

• Support the Division Chief in managing all daily operations related to IT infrastructure (servers, storage, cloud platforms, remote office networks, and service management systems) ensuring reliability, security, resilience, and operational excellence.

• Oversee the engineering, deployment, and support of endpoint devices, and manage the user support functions to deliver high-quality technology experience for all staff.

• Oversee the management of the collaboration platforms support and coordinate with business resiliency teams to maintain operational continuity for infrastructure.

• Provide technical leadership in maintaining and enhancing security controls, ensuring that all infrastructure environments (on-premises and cloud) meet enterprise security standards and compliance requirements.

• Drive operational effectiveness and efficiency by championing the engineering and adoption of automation and AI solutions across IT infrastructure and service delivery.

• Support the Division Chief in developing and executing the strategy and roadmap for infrastructure and operations, ensuring alignment with organizational goals and emerging technology trends.

• Serve as the accountable owner for the ServiceNow platform and related application development, driving continuous improvement and operational effectiveness.

• Lead and develop operational teams, including staff, vendors, and MSP resources, to deliver timely and effective infrastructure support and services.

• Oversee incident, problem, and root-cause analysis processes, prioritizing remediation of issues and proactive risk reduction especially as they relate to infrastructure and security vulnerabilities.

• Manage operational metrics, service reviews, and audits to ensure MSP and vendor performance is aligned with agreed SLAs and that services are secure and resilient.

• Collaborate closely with the core engineering and cybersecurity teams (first and second lines) to guide infrastructure architecture decisions and implement security controls throughout the IT environment.

• Prepare divisional budgeting and contribute to the divisional financial management in partnership with the budget analyst, ensuring effective allocation of resources for operational and security needs.

• Champion the adoption and governance of IT Service Management (ITSM) practices, focusing on process improvement for incident, change, and problem management.

• Stay current with new technologies, evaluating and recommending solutions that strengthen both operational effectiveness and security posture.

Minimum Qualifications

• Advanced university degree in computer science, engineering, business, or a related field, plus at least 11 years of relevant experience; or a bachelor’s degree with a minimum of 17 years of directly related, progressive professional experience is required.

• Proven technical expertise and hands-on experience operating, securing, and supporting complex IT infrastructure across multiple domains (multi-cloud, network, server, endpoint, and collaboration platforms).

• Demonstrated experience implementing and managing security controls and best practices within large-scale IT operations.

• Strong leadership and communication skills, with experience leading multi-disciplinary technical teams and managing complex vendor relationships.

• Hands-on experience in managing cybersecurity operations at scale.

• In-depth knowledge of ITSM frameworks (e.g., ITIL) and practical experience improving operational and security processes.

• Ability to balance strategic planning with a hands-on approach to operational troubleshooting and security management.

• Exceptional organizational skills, with a focus on continuous improvement, service quality, and operational security.

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