Director of IT & Infrastructure

Via is on a mission to create public transportation systems that provide far greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. As Director of IT & Infrastructure, you’ll lead the team, systems, and infrastructure that keep our employees connected and our operations moving. Your scope will span global IT support, enterprise applications, identity and access, corporate networks, and the setup of facilities for new transit service launches. This role combines excellent people leadership with hands-on technical expertise. Balancing an entrepreneurial spirit with a pragmatic approach to problem-solving, you will serve as a key stakeholder in building the reliable services our teams and partners depend on. From improving employee support through automation and AI to getting a new operational site ready for launch, you’ll turn complex requirements into well-run systems and repeatable processes. What You’ll Do: • Lead our global IT team. Develop and support the team, establish clear ownership and service expectations, and translate business priorities into an actionable IT roadmap. Balance daily operations with infrastructure improvements and longer-term projects. • Own the employee IT experience. Oversee support across offices, remote teams, and operational sites. Lead the administration and continuous improvement of Freshservice, including ticketing, the service catalog, approvals, inventory, knowledge management, and automated workflows. • Manage identity and access. Oversee Okta, SSO, application provisioning, and employee onboarding, transfers, and offboarding. Maintain reliable access approval and provisioning workflows between Freshservice, Okta, and connected applications. • Run dependable infrastructure. Oversee corporate networks, Wi-Fi, internet connectivity, remote access, and IT-managed infrastructure. Use platforms such as Cisco Meraki to monitor sites, address outages, and improve reliability. Manage relevant DNS, domain, and certificate requirements, including work with Cloudflare, AWS, GCP. • Deliver Network TaaS launch readiness. Own facility setup and IT readiness for new launches, from sourcing telecommunications providers and infrastructure contractors to overseeing onsite installations, security cameras, and physical access control systems. Ensure access to company applications reflects each launch’s staffing and operational requirements. • Manage the endpoint and asset lifecycle. Establish hardware standards and oversee device deployment, management, support, inventory, purchasing, logistics, replacement, and secure disposal for a • Keep enterprise applications working together. Oversee platforms including Google Workspace, Slack, Jira, and Confluence, Freshservice, Iru and more, and partner with business owners on departmental systems. Lead implementations, migrations, and consolidation projects with clear support and administrative ownership. • Build better workflows through automation and AI. Expand integrations across Freshservice, Okta, Slack, Confluence, and other services. Develop and maintain bots and AI agents that answer employee questions, use company knowledge, and handle service requests, with appropriate monitoring and controls. • Support practical AI adoption. Manage the rollout and administration of tools such as Claude and Cursor, including employee access, licensing, usage allocations, spending visibility, and support. • Manage technology spending and suppliers. Own IT budget planning and tracking, vendor relationships, commercial negotiations, renewals, and license optimization. Lead technical assessments within ZIP procurement workflows alongside Procurement, Finance, Legal, and Information Security. • Strengthen security and operational continuity. Partner with Information Security to implement controls across IT-managed systems, support audits and access reviews, and address control gaps. Maintain recovery procedures, system documentation, and backup ownership for critical services. Who You Are: • An experienced IT leader with 10+ years in corporate IT or infrastructure, including 4+ years managing teams, ideally in a global technology company. • A hands-on technical leader who can move comfortably between coaching a team, planning a deployment, troubleshooting an integration, and managing a vendor escalation. • Experienced in identity and access management, SaaS administration, endpoint management, networking, and IT service delivery. Familiarity with Okta, Google Workspace, Cisco Meraki, and Freshservice, or comparable platforms, will help you succeed. • Comfortable delivering technology infrastructure for new offices or operational sites, including coordinating connectivity providers, contractors, and installation schedules. • Skilled at improving processes through APIs, integrations, and automation, with practical experience applying AI to internal support or employee workflows. • Commercially minded, with experience managing budgets, negotiating with suppliers, and improving software and hardware spending. • A clear communicator who builds strong working relationships across Operations, Engineering, Information Security, People, Finance, and other business teams. • Organized, resourceful, and comfortable managing competing priorities in a fast-moving environment. You follow problems through to resolution and build processes that help prevent them from recurring. Via is an equal opportunity employer.