Senior Director, Infrastructure NOC, Monitoring & Helpdesk

Position Overview

The Senior Director of Infrastructure NOC, Monitoring & IT Helpdesk leads global 24x7 operations, enterprise monitoring, Active Directory architecture, and Tier 1/Tier 2 incident response. This role is accountable for infrastructure reliability, identity governance, SLA performance, and end-user service delivery across cloud, data center, and hybrid environments.

The ideal candidate has experience scaling NOC and Helpdesk teams in high-growth environments, building resilient identity architecture, and driving measurable operational improvement.

 

Key Responsibilities

Global NOC & Operations

Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems.

Own uptime and SLA performance (99.9%+ availability) for critical services.

Establish alerting, escalation, and Major Incident Management processes.

Reduce MTTR through automation, runbooks, and post-incident reviews.

Active Directory & Identity Operations

Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts.

Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness.

Govern Group Policy, identity standards, and security baselines.

Lead identity lifecycle management including provisioning, RBAC, and privileged access controls.

Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms.

Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing.

Monitoring & Incident Management

Implement and optimize monitoring platforms across infrastructure and identity systems.

Improve alert quality through tuning and proactive detection.

Lead Tier 1 triage and Tier 2 escalation.

Oversee Root Cause Analysis and corrective action tracking.

Integrate monitoring with ITSM tools for automated ticketing.

Helpdesk & End-User Services

Direct global IT Helpdesk operations.

Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs.

Oversee identity-related support including MFA and access governance.

Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration.

Deploy knowledge management to improve first-call resolution.

Infrastructure & Cloud Operations

Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints.

Lead hybrid integrations and data center operations.

Ensure Business Continuity and Disaster Recovery readiness.

Align operations with security tooling including SIEM and EDR.

Service Management & Governance

Establish ITSM disciplines including incident, problem, change, configuration, and access management.

Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health.

Manage vendors, contracts, and operational budgets.

Partner cross-functionally to align service delivery with business priorities.

Compliance & Risk

Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements.

Maintain documented infrastructure and identity controls for audits.

 

Qualifications

15+ years of IT infrastructure, NOC, or service delivery leadership.

8+ years leading global NOC or Helpdesk teams.

Deep expertise in Active Directory and hybrid identity design.

Proven record delivering 99.9%+ uptime in mission-critical environments.

Experience with AWS, GCP, ITSM, and enterprise monitoring tools.

Strong vendor and budget management experience.

Preferred: CISSP, Microsoft identity certification, ITIL, and cloud certifications. Bachelor’s degree in Business, Information Systems, or related field.