Director of Infrastructure, Security, and Support

Job Title: Director of Infrastructure, Security, and Support

Location: Houston, TX

Position Summary

The Director of Infrastructure, Security, and Support is a key member of the IT leadership team, responsible for overseeing IT infrastructure, cybersecurity, cloud strategy, and end-user support (Helpdesk). This role ensures the availability, performance, and security of systems and networks that support business operations nationwide. The Director also drives strategic planning, governance, team development, and continuous service improvement to support scalable and secure IT operations.

Key Responsibilities

Infrastructure and Cloud Operations

• Oversee secure, scalable, and reliable infrastructure across cloud and on-premises environments.
• Lead the strategy, design, and operations of data centers, networks, servers, and storage systems.
• Ensure high availability, performance, capacity planning, and cost optimization across infrastructure.
• Guide cloud adoption and management with a focus on business fit, scalability, and security.
• Implement and monitor cloud cost optimization strategies aligned with usage and budget goals.
• Own disaster recovery strategy and cloud-based integration; manage annual DR testing and documentation.

Cybersecurity and Risk Management

• Lead the design and implementation of the organization's cybersecurity framework.
• Conduct regular risk assessments, penetration tests, and vulnerability scans to ensure ongoing protection.
• Ensure compliance with security policies, best practices, and regulatory requirements.
• Collaborate with other departments to enhance enterprise-wide security awareness and resilience.

Helpdesk and End-User Support

• Oversee the IT Helpdesk team, ensuring prompt resolution of issues and effective service delivery.
• Implement and optimize ITSM tools, including ticketing systems, asset tracking, self-service portals, and SLA reporting.
• Develop and maintain standard operating procedures, escalation protocols, and support documentation.
• Track and report on KPIs related to helpdesk performance, ticket resolution, SLA compliance, and user satisfaction.

Leadership and Strategic Planning

• Develop and execute infrastructure, security, and support strategies aligned with business objectives.
• Define and manage budgets for infrastructure, security, and support operations.
• Identify technology trends and provide recommendations for innovation and operational efficiency.
• Collaborate with IT and business leadership to prioritize and coordinate IT investments.
• Establish and maintain IT governance, compliance, and policy frameworks to support audit and regulatory requirements.
• Own the incident response process for security and infrastructure incidents, including root cause analysis and post-mortem reporting.

Team Management and Development

• Recruit, develop, and retain top technical talent; foster a high-performing, accountable team culture.
• Create and implement training, succession planning, and career development programs.
• Build strong partnerships with internal business stakeholders and external vendors.

Qualifications

• 8+ years of progressive IT leadership experience, including infrastructure, cloud, security, and support functions.
• Experience leading cross-functional technical teams, including helpdesk operations.
• Proven expertise in managing network, server, and cloud environments (Azure, AWS).
• Strong understanding of cybersecurity principles, threat management, and compliance standards.
• Familiarity with ITIL, ITSM, and modern service desk practices.
• Excellent communication, leadership, and project management skills.