VP, IT Infrastructure and Operations

The Role 

The VP of Infrastructure and Operations will play a critical role in supporting Green Thumb’s mission by ensuring the company’s IT infrastructure and operational support systems are scalable, reliable, and aligned with strategic objectives. Reporting directly to the SVP of Technology and as part of the IT Executive Leadership Team, this role will oversee the key functional areas of service/help desk, critical infrastructure, field services, and end-user computing.

Responsibilities 

Leadership and Team Development

• Build, lead, and mentor a high-performing Infrastructure and Operations team, ensuring alignment with organizational goals.
• Develop and implement strategies for talent acquisition, evaluation, and retention to ensure the team is equipped for current and future challenges.
• Foster a culture of innovation, accountability, and continuous improvement across all teams.

Service and Help Desk Operations

• Oversee a centralized service desk responsible for triaging, resolving, and escalating tickets from production sites, HQ, and retail locations.
• Manage major incident response, ensuring timely resolution and effective communication with stakeholders.
• Continuously improve service delivery processes to enhance user satisfaction and operational efficiency.

Critical Infrastructure Management

• Oversee the network, Wi-Fi, telephony, server infrastructure, and disaster recovery processes.
• Ensure infrastructure lifecycle management, security, and compliance with industry best practices.
• Lead tactical and strategic initiatives to support new location standups and long-term scalability.

Field Services and End-User Computing (EUC)

• Manage the field service team responsible for imaging, patching, warehousing, and shipping of IT products.
• Ensure seamless deployment and support of end-user devices across retail, production, and corporate environments.

Standardization and Metrics

• Establish and maintain standardized metrics, KPIs, and benchmarks to measure and improve operational performance.
• Regularly review and refine processes to ensure alignment with organizational goals and evolving business needs.

Collaboration and Partnership

• Act as a trusted partner to business stakeholders, ensuring IT services align with organizational objectives and deliver business value.
• Collaborate with counterparts within the IT leadership team to operationalize necessary controls and compliance measures.

Budgeting and Financial Management

• Develop and maintain budgeting, reporting, forecasting, and cost models for IT infrastructure.
• Support the SVP of Technology in aligning financial planning with long-term strategic goals.

Technology Oversight

• Oversee the deployment, lifecycle management, and optimization of critical tools, including Freshservice, Fortinet, Meraki, and Microsoft 365.
• Leverage technology to enhance service delivery, scalability, and security.

Communication and Presentation Skills

• Deliver clear and concise updates, reports, and presentations to executive leadership and other stakeholders.
• Represent the Infrastructure and Operations team in cross-departmental and external discussions.

Qualifications  

• Proven experience as a senior leader in IT Infrastructure and Operations, with a demonstrated ability to manage large-scale, complex environments.
• Experience in retail and/or production/manufacturing environments is highly desirable.
• Strong leadership and team-building skills, with experience in developing and mentoring high-performing teams.
• Deep knowledge of IT infrastructure, including networking, Wi-Fi, telephony, servers, MDMD, o365 and disaster recovery.
• Experience with service desk operations and major incident management.
• Expertise in leveraging tools such as Freshservice, Fortinet, Meraki, and Microsoft 365.
• Excellent communication and presentation skills, with a proven ability to engage with technical and non-technical audiences alike.
• A strategic mindset, with the ability to align IT operations with broader organizational goals.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (advanced degree preferred).

Additional Requirements 

• Must pass any and all required background checks  
• Must be and remain compliant with all legal or company regulations for working in the industry