Director of Information Technology

Our client is seeking a hands-on Director of IT to lead and develop their internal technology environment while supporting business operations across the organization. This role will oversee a small but growing IT team and be responsible for the company’s core systems, including ERP, infrastructure, and end-user support. This position is ideal for someone coming from a small to mid-sized organization who is comfortable operating in a player-coach capacity, combining strategic leadership with hands‑on technical involvement.

Key Responsibilities

Infrastructure & Systems Management

• Oversee the performance, stability, and security of the company’s network environment, including infrastructure, communication systems, and data center operations.
• Maintain secure and reliable IT environments through continuous monitoring, patch management, and incident response procedures.
• Lead the deployment and configuration of major technology initiatives such as system implementations, upgrades, integrations, and infrastructure rollouts.
• Act as the senior escalation point for complex technical issues, outages, or infrastructure‑related incidents.
• Monitor system health and ensure all IT platforms operate efficiently through routine maintenance and operational oversight.

IT Service Delivery & Support

• Ensure the delivery of consistent and effective IT services across the organization by managing support processes and service expectations.
• Oversee internal support for key business systems such as ERP platforms (e.g., Epicor) and CRM solutions , resolving complex issues and coordinating with external vendors when necessary.
• Support administrative functions across core platforms including user access management, identity systems, and account administration.
• Maintain clear and updated technical documentation for internal systems, procedures, and support processes.
• Lead the internal IT help desk and ensure it serves as the primary support channel for employees.
• Manage onboarding and offboarding processes for employees including system access, equipment provisioning, and technology setup.
• Maintain oversight of company hardware inventory, ensuring proper tracking, maintenance, and lifecycle management of equipment.
• Manage mobile device configuration, deployment, and support.
• Track service performance metrics such as ticket resolution times, first‑contact resolution rates, and user satisfaction levels.
• Establish and monitor service standards to ensure consistent support quality across all technology services.
• Provide training and guidance to users on company software platforms to improve adoption and reduce recurring support requests.
• Assist in evaluating technology needs and developing proposals for new hardware, software, or service investments.
• Manage relationships with IT vendors and service providers, ensuring service quality, cost efficiency, and contractual compliance.
• Provide guidance to leadership on technology improvements, system enhancements, and operational risks.
• Maintain oversight of company web properties and domain management, working alongside marketing teams on technical requirements.

Leadership & Team Development

• Lead and support the internal IT team through mentorship, coaching, and day‑to‑day management.
• Establish priorities, manage workload distribution, and support team development as the department grows.

Qualifications

• Minimum 10 years of experience in IT operations, infrastructure, or enterprise technology environments.
• 3 years of leadership experience managing technical teams.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Professional certifications related to infrastructure, security, or IT service management (such as ITIL, CCNP, CISSP) are advantageous.

Skills & Expertise

• Strong knowledge of network infrastructure, system administration, identity management, and cybersecurity practices.
• Experience supporting or administering ERP platforms such as Epicor or other enterprise resource planning systems.
• Familiarity with IT service management frameworks and best practices for help desk operations.
• Strong analytical and troubleshooting capabilities with the ability to resolve complex technical problems.
• Excellent communication skills with the ability to translate technical information for both technical and non‑technical stakeholders.
• Experience managing security risks, compliance standards, and internal control environments for sensitive company data.

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