Head of Infrastructure Services

Reports To: Chief Technology Officer (CTO)

Location: Flexible (Preferred: Tri-State Area, Chicago, or St. Petersburg)

Job Overview

Private Client Select (PCS) is seeking a dynamic and hands-on Head of Infrastructure Services to lead and oversee infrastructure operations, including Azure cloud services, networking, telephony integration, production & application support, EUC, and service desk operations. This role is critical in maintaining and optimizing our hybrid managed services environment, ensuring seamless white-glove service while driving security, operational efficiency, and cloud transformation.

The ideal candidate is not just a manager but a technical leader—someone who thrives in a fast-paced environment, can roll up their sleeves, and drive tangible improvements in infrastructure services, service desk operations, and hybrid cloud management.

Key Responsibilities

Infrastructure Leadership & Cloud Transformation

• Lead and manage PCS’s Azure cloud and on-prem infrastructure services, ensuring high availability, security, and scalability.
• Oversee the transition from AWS to Azure, ensuring optimized cloud architecture and minimal disruption.
• Collaborate with the Enterprise Security team to implement security best practices in infrastructure and cloud environments.

Service Desk & End-User Computing (EUC) Operations

• Oversee service desk operations, ensuring white-glove support and a seamless end-user experience.
• Manage EUC environments, including device provisioning, lifecycle management, and support optimization.
• Implement ITIL best practices and improve response times, ensuring high customer satisfaction.

Networking & VOIP Management

• Oversee network infrastructure, including LAN, WAN, VPNs, SD-WAN, and firewalls, ensuring robust performance.
• Manage VOIP infrastructure, ensuring seamless connectivity and call-center operations.
• Lead the integration of telephony systems with PCS’s security and infrastructure services.

Production & Application Support

• Manage the Production Application Support Lead, ensuring service desk alignment with application support.
• Optimize production environments, monitoring infrastructure health, incident response, and resolution.
• Drive automation in incident resolution, system monitoring, and capacity planning.

Hybrid Managed Services & Vendor Oversight

• Work closely with third-party service providers and MSPs to optimize infrastructure services.
• Ensure a seamless hybrid cloud and outsourced operations model, optimizing cloud financial operations (FinOps) to control costs, improve cloud efficiency, and maximize return on investment. while maintaining security and compliance.

Operational Excellence & Metrics

• Implement and track key performance indicators (KPIs) and SLAs to drive operational excellence.
• Ensure a metrics-driven approach for improving infrastructure and service desk performance.

Disaster Recovery & Business Continuity

• Develop and maintain disaster recovery and business continuity plans, ensuring readiness for critical events.
• Regularly test and refine incident response and backup strategies.

Collaboration & Strategic Leadership

• Work cross-functionally with engineering, security, and business teams to ensure alignment and delivery of objectives.
• Partner with the CTO to define and execute the infrastructure roadmap, leveraging emerging technologies.

Qualifications & Experience

• 10 years of experience in IT infrastructure, service desk, and cloud operations.
• Strong expertise in Azure cloud services and experience with cloud migrations.
• Experience leading service desk operations and delivering white-glove end-user support.
• Proven experience managing hybrid managed services, including MSPs and internal IT teams.
• Expertise in networking technologies (firewalls, routers, SD-WAN, VPNs) and VOIP solutions.
• Strong background in production support, application support, and NOC operations.
• Experience implementing metrics-driven operational improvements (KPIs, SLAs).
• Preferred Certifications: Azure Solutions Architect, ITIL, Cisco CCNP.

Why Join PCS?

• Opportunity to lead and shape infrastructure operations in a high-growth MGU with a commitment to excellence.
• Hands-on role with direct impact on technology performance and business success.
• Collaborative and innovative environment with a strong focus on technology-driven solutions.
• Work in a fast-paced, security-driven environment with high business impact.

If you are a hands-on infrastructure leader passionate about service excellence, cloud transformation, and operational efficiency, we encourage you to apply!