Senior Director, IT Infrastructure and End User Experience

Your Impact at LILA

The Senior Director, IT Infrastructure and End User Experience is a senior technology leader responsible for the strategy, design, delivery, and operation of the enterprise's corporate IT infrastructure and the end-to-end employee computing experience. This role is the accountable owner for a broad IT portfolio spanning corporate networks, endpoints, identity, audio/visual systems, print infrastructure, and the full collaboration and productivity suite—including Microsoft 365, Google Workspace, Slack, Notion, and Zoom. Equally, this leader owns every stage of the end user technology lifecycle: onboarding, offboarding, birth-right access provisioning, service requests, helpdesk support, end-user enablement (hardware, software, accessories, training), AI enablement, and delivery of overall IT services. The goal is a secure, resilient, and modern technology environment that empowers employee productivity and business growth.

Reporting to the Chief Information and Security Officer (CISO), the Senior Director leads a multi-disciplinary team of engineers, administrators, support professionals, service providers, and manages significant operational and capital budgets. The role partners closely with Business Systems, Cloud, Security, IT/OT Convergence, GRC, HR, and other business stakeholders to deliver a frictionless, consumer-grade digital workplace.

The successful candidate will balance operational excellence with continuous innovation—driving collaboration platform modernization, automation, AI enablement for the workforce, and Zero Trust principles—while keeping employees, performance, reliability, and compliance outcomes at the center of every decision.

What You'll Be Building

Strategy & Leadership

• Define and execute the multi-year roadmap for IT infrastructure and end user experience aligned to enterprise strategy, with measurable outcomes for reliability, performance, cost, and employee satisfaction.
• Serve as a trusted advisor to the CISO and executive leadership on infrastructure modernization, digital workplace transformation, and emerging technologies including AI and automation.
• Build, mentor, and retain a high-performing global organization; foster a culture of accountability, customer service, continuous improvement, and psychological safety.
• Develop and manage operating and capital budgets, vendor contracts, and total cost of ownership across the infrastructure and end user portfolio.

Infrastructure Operations

• Own the design, deployment, and operation of corporate IT infrastructure including compute, storage, virtualization, on-premises and co-location environments, and network (LAN/WAN/SD-WAN/Wi-Fi).
• Partner closely with the Cloud Security, Governance and Compliance leader to ensure seamless integration between corporate infrastructure, identity, and cloud platforms; cloud infrastructure strategy is owned by the Cloud leader.
• Ensure 24x7 availability, performance, and capacity of mission-critical systems through robust monitoring, observability, incident, problem, and change management processes aligned to ITIL.
• Lead disaster recovery and business continuity planning for owned domains, including regular testing, documentation, and continuous improvement of recovery objectives.

End User Experience & Digital Workplace

Employee technology lifecycle

• Own the full employee technology lifecycle from pre-hire to departure: device provisioning, role-based application and access setup, day-1 readiness, hardware refresh, and structured offboarding including access revocation and device recovery.
• Define and maintain a role-based technology catalog—standard hardware configurations, approved software bundles, and application entitlements by function and seniority—with provisioning automated to minimize time-to-productivity.

Digital workplace strategy

• Define and deliver a modern digital workplace strategy for a hybrid workforce. Own endpoint engineering across Windows, macOS, iOS/Android, and shared/kiosk devices; enforce configuration baselines, security hardening, and full device lifecycle (procurement through retirement) via Intune, Jamf, or Addigy.
• Own the enterprise software and application catalog: evaluate, onboard, govern, and retire end-user applications in coordination with Security, Legal, and Finance. Maintain an approved-tools list and manage shadow IT risk.

Collaboration & productivity platforms

• Own the strategy, administration, and continuous improvement of the full collaboration and productivity suite: Microsoft 365 / Office 365 (Exchange Online, Teams, SharePoint, OneDrive), Google Workspace (Gmail, Drive, Docs, Meet), Slack, Notion, and Zoom. Rationalize overlapping capabilities and maintain a clear tool-use policy.
• Lead the Microsoft 365 to Google Workspace migration end to end: discovery, change management, data migration, identity integration, training, and post-migration optimization.
• Own email security and compliance (anti-spam/phishing, archiving, legal hold, eDiscovery) and govern all third-party app integrations across the collaboration suite.

Meeting rooms, AV & events

• Own the full meeting room and AV technology stack: conference room systems, video walls, digital signage, and hybrid meeting infrastructure. Define AV standards and reference architecture for new site buildouts; maintain a room health dashboard with proactive monitoring and SLA-driven incident response.
• Own event production support for large internal events (all-hands, town halls, leadership broadcasts), including technical planning, run-of-show coordination, and post-event review.

Service desk, deskside & end-user support

• Lead the global IT service desk, deskside, and white-glove / VIP support functions. Establish SLAs and XLAs that reflect actual employee experience. Own ITIL-aligned incident and problem management end to end—triage through root cause—ensuring chronic issues reach permanent fix, not repeat resolution.
• Design the support model for scale: tiered support (L1/L2/L3), managed service provider integration, and self-service deflection via an AI-powered virtual agent and employee-facing knowledge base. Use DEX telemetry (Nexthink, ControlUp, or equivalent) to remediate experience degradation proactively.

Experience quality & continuous improvement

• Own employee technology satisfaction as a tracked metric: CSAT/NPS on support interactions, DEX scores, and quarterly reporting to the CISO and executive stakeholders. Champion accessibility and inclusivity (WCAG / Section 508) across all employee-facing technology.
• Partner with HR and internal communications on change management for every platform migration or tool rollout; ensure employees are informed, trained, and supported throughout.

AI Enablement for End Users

• Define and execute the strategy for AI enablement across the workforce, including evaluation, deployment, and adoption of enterprise AI assistants (e.g., Gemini for Workspace, Microsoft Copilot, Claude for Enterprise) and AI-powered productivity tools.
• Partner with Security, Legal, and Privacy to establish responsible AI usage guardrails, data handling policies, and acceptable use standards for employee-facing AI tools.
• Drive employee adoption through training, enablement programs, communities of practice, and measurable productivity outcomes.
• Continuously evaluate the AI tooling landscape and recommend new capabilities that improve employee productivity, creativity, and decision making.

Security, Risk & Compliance

• Partner directly with the CISO and Information Security organization to embed Zero Trust principles, identity and access management, endpoint security, patching, and vulnerability remediation into infrastructure and end user services.
• Ensure compliance with applicable regulatory and contractual requirements (e.g., SOX, HIPAA, PCI-DSS, GDPR, SOC 2) and internal policies.
• Identify, assess, and mitigate operational and technology risks across the infrastructure and end user landscape.

Vendor, Financial & Stakeholder Management

• Manage strategic relationships with key technology partners and managed service providers, including contract negotiation, performance governance, and renewal strategy.
• Lead financial planning, forecasting, and reporting for infrastructure and end user services; drive cost optimization and clear chargeback/showback transparency where appropriate.
• Build strong partnerships with HR, Real Estate/Workplace, Security, Finance, and business unit leaders to ensure technology enables workforce and growth strategies (M&A integrations, new sites, workforce changes).

What You'll Need to Succeed

Required Experience & Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field; Master's degree or MBA preferred.
• 12+ years of progressive IT experience, including 5+ years leading infrastructure and/or end user services organizations at a director level or above in a global or multi-site enterprise.
• Demonstrated success leading large-scale transformations such as collaboration platform migrations (M365 ↔ Google Workspace), modern device management rollouts, Zero Trust adoption, or enterprise AI enablement.
• Hands-on, deep operational experience administering and optimizing both Microsoft 365 and Google Workspace at enterprise scale.
• Direct experience leading or playing a senior role in a Microsoft 365 to Google Workspace migration, including mail, calendar, files, identity, and end user enablement.
• Proven experience managing global service desk operations, endpoint fleets at scale (1,000+ devices), and complex hybrid network and cloud environments.
• Strong financial acumen with experience managing multi-million-dollar operating and capital budgets.
• Track record of building, scaling, and leading geographically distributed teams, including hybrid in-house and managed service models.

Technical Expertise

• Deep knowledge of modern infrastructure: virtualization, networking, identity (Entra ID / Okta / AD), and observability platforms; working familiarity with cloud platforms (AWS / Azure / GCP) sufficient to partner effectively with the Cloud leader.
• Expertise in end user computing: modern device management (Intune, Addigy, Jamf), Microsoft 365 and Google Workspace administration, VDI/DaaS, and digital experience monitoring (e.g., Nexthink, ControlUp, Aternity).
• Practical experience deploying and governing enterprise AI tools for end users (e.g., Gemini for Workspace, Microsoft Copilot, or comparable assistants), including adoption, change management, and responsible-use guardrails.
• Strong grounding in ITIL/ITSM practices and platforms (e.g., Freshservice), including incident, problem, change, asset, and knowledge management.
• Familiarity with cybersecurity frameworks (NIST CSF, ISO 27001) and Zero Trust architectures.
• Working knowledge of automation, scripting, and AI/ML applications to IT operations and support (AIOps, virtual agents, copilots).

Leadership Competencies

• Strategic thinker who can translate vision into executable roadmaps and measurable outcomes.
• Customer-obsessed mindset with a relentless focus on improving the employee technology experience.
• Excellent executive communication skills—able to translate complex technical concepts for non-technical audiences and influence at the C-suite and board level.
• Strong change leader, comfortable navigating ambiguity and driving organizational transformation.
• Collaborative, humble, and results-oriented, with high integrity and sound judgment under pressure.

Bonus Points For

• Relevant certifications such as ITIL 4 Strategic Leader, Microsoft 365 Certified: Enterprise Administrator Expert, Google Workspace Administrator / Deployment Specialist, CISSP, or PMP.
• Experience in regulated industries (financial services, healthcare, life sciences, or similar).
• Experience supporting M&A integrations and divestitures from an IT perspective.

Key Performance Indicators

• System availability and performance against defined SLAs/SLOs for critical infrastructure and applications.
• Employee experience metrics: digital experience scores, service desk CSAT/NPS, first-contact resolution, and mean time to resolve.
• AI enablement adoption: active usage of approved AI assistants, productivity outcomes, and adherence to responsible-use policies.
• Security and compliance posture: patch compliance, vulnerability remediation timelines, and audit findings.
• Cost performance: budget adherence, unit cost trends, and realized savings from optimization initiatives.
• Talent and organizational health: engagement scores, retention of key talent, and internal mobility.

Working Conditions

• Standard office/hybrid environment with periodic on-call responsibilities for major incidents.
• Travel up to 20% to support global sites, data centers, vendors, and team locations.
• Occasional work outside standard business hours during major changes, incidents, or global meetings.