Head of IT

About the Team

The USDS JV IT organization builds and operates the systems that enable the workforce to work productively and securely. IT brings together employee support, endpoint engineering, office networking, converged physical-security technology, and internally developed platforms. We combine dependable service delivery with software engineering to solve problems at scale, improve the employee experience, and protect the company.

Team Intro

We are seeking a Head of IT to lead the engineering, operations, and service delivery of this portfolio. This leader will own help desk services; mobile and unified endpoint management (MDM/UEM) and security-agent operations; office networks; badge-reader, camera, and related converged security systems; our internally developed virtual desktop infrastructure (VDI) solution; and a portfolio of automation and agentic AI projects across IT.

This is a software-engineering leadership role with end-to-end operational accountability. You will lead the research, design, development, and reliable operation of multiple functional areas, participate in business planning and investment decisions, and set a department-level 6–12-month technical roadmap. You will build the leadership and engineering capabilities needed to run IT as a portfolio of services and products—not simply a collection of vendor tools or support queues.

Our VDI platform is built on a substantially customized, Kubernetes-native implementation on Oracle Cloud Infrastructure. Its scope includes server-side session orchestration and brokers, desktop images, identity and access integrations, cloud infrastructure, observability, and deployment automation. Alongside this platform, the team develops API-driven workflows, self-service capabilities, and AI agents that improve support and operational execution while retaining clear human accountability.

Key Responsibilities

• IT Service Delivery & Employee Experience：Service & Lifecycle: Direct support operations, service desk intake, knowledge management, and escalations; coordinate employee onboarding, moves, and offboarding with HR and IAM. Service Portfolio & Metrics: Establish service tiers, asset inventories, and SLAs; track response/resolution times and user satisfaction to drive engineering improvements.
• Office Technology：Endpoint & Security Agents: Oversee endpoint management (MDM/UEM), OS lifecycle, and security agent deployment/health (EDR, vulnerability scanning) across the fleet. Office Networking: Lead design, operation, and access control for office LAN/WAN and Wi-Fi; support new site buildouts and network changes with Workplace teams. Converged Physical Security: Own the lifecycle, network integration, and health of access control badges, cameras, and VMS platforms in partnership with Physical Security.

-IT Engineering (In-House VDI)：VDI Platform Ownership: Lead architecture, software development, and operations for the proprietary VDI platform (Kubernetes controllers, session brokers, desktop images, IAM integrations). Performance & Delivery: Optimize launch times and streaming responsiveness; establish staged rollouts, rollback protocols, capacity planning, and front-line to engineering escalations.

-Automation & Agentic AI：Reusable Automation: Build API-first workflows, backend services, and IaC/CI/CD pipelines for self-service, provisioning, and automated remediation.Production Agentic AI: Deploy support assistants, retrieval, and diagnostic agents with strict RBAC, data boundaries, and human-in-the-loop controls for high-risk actions.AI-Assisted Development: Integrate AI coding/investigation tools while maintaining engineering accountability for code quality, reviews, and releases.

-Department Leadership & Strategy：Set strategy and investment priorities. Build the department and its leadership pipeline. Lead company-level, cross-functional delivery

-Reliability, Security & Operational Governance：Own service health and resilience: Establish service-level objectives, monitoring, on-call and escalation arrangements, incident command for IT service outages, and tested continuity and recovery plans. Use post-incident reviews to eliminate recurring failures, reduce operational toil, and maintain sustainable support coverage.

Minimum Qualifications

• 10+ years of experience in software, platform, or infrastructure engineering, including 5+ years in people management leading engineering teams; demonstrated experience developing technical leads or front-line managers.
• Strong server-side software engineering experience: A track record of leading the design, development, and production operation of distributed services or internal platforms. Ability to evaluate API and data-model design, concurrency, state management, performance, resilience, and code quality—not only administer commercial IT products.
• Department-level technical ownership: Experience owning a substantial product line or multiple functional areas, developing medium- to long-term technical plans, and delivering cross-departmental initiatives with measurable business outcomes.
• IT operational leadership: Experience owning enterprise service delivery and infrastructure operations, including employee support and multiple domains such as endpoint management, networking, virtual desktops, or workplace technology. Ability to lead specialists across the full portfolio and establish service objectives, incident management, and recovery practices.
• Modern platform engineering: Practical experience with cloud infrastructure, containers or Kubernetes, infrastructure as code, CI/CD, observability, and API-based integration, together with secure software development and automated testing.
• Automation delivery: Demonstrated ability to turn recurring operational problems into maintained software or automated workflows, with measurable improvements in quality, reliability, or efficiency and appropriate safeguards for privileged actions.
• Business and people leadership: Ability to prioritize investments, manage vendors and resources, develop teams, and communicate technical and operational trade-offs clearly to senior leaders and cross-functional partners.

Preferred Qualifications

• Experience leading a combined IT engineering and service-delivery organization, including help desk, endpoint, network, and workplace technology teams.
• Experience building or extending VDI, remote-workspace, or session-orchestration platforms, particularly Kubernetes operators, Go-based backend services, distributed session state, or low-latency desktop streaming.
• Experience with Oracle Cloud Infrastructure, OKE, Terraform, Argo CD/GitOps, and metrics and logging platforms such as Prometheus, Grafana, or Kibana.
• Experience with enterprise MDM/UEM, endpoint security-agent lifecycle management, OS compatibility testing, and platforms such as Workspace ONE, CrowdStrike, Palo Alto Panorama/Prisma, or Cisco Meraki.
• Experience integrating and operating physical access control, badge-reader, camera, video-management, or other converged security systems in partnership with Physical Security and Workplace teams.
• Experience delivering production AI agents or AI-assisted IT workflows, including retrieval, tool/API or Model Context Protocol (MCP) integrations, evaluation, approval controls, and auditable execution.
• Experience supporting geographically distributed employees or BPO operations, and leading platform transitions with business continuity, user adoption, and support readiness.