Director of Internal IT

Who we are:

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

Who you are:

Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!

About the role:

The Director of Internal IT is responsible for the strategy, execution, and operational excellence of all internal technology services that enable employees and corporate operations. This role focuses on delivering a reliable, scalable, and user-centered technology environment across endpoints, identity platforms, collaboration tools, and enterprise applications.

The Director of Internal IT partners closely with Information Security, Infrastructure/CloudOps, Finance, HR, and Business Operations to ensure internal systems are well-governed, cost-effective, and aligned with business needs, while prioritizing employee productivity and operational efficiency.

Responsibilities include:

IT Strategy & Leadership

• Define and execute the Internal IT roadmap, aligning technology initiatives with business growth, operational priorities, and workforce needs.
• Apply pragmatic buy vs. build decision-making to deliver efficient internal solutions.
• Represent Internal IT in Technology leadership discussions, ensuring tools and services scale alongside company growth and evolving ways of working.
• Establish KPIs, SLAs/SLOs, and operational metrics focused on service reliability, responsiveness, and employee satisfaction.
• Build, lead, mentor, and develop the Internal IT team with a strong emphasis on documentation, standard operating procedures, and continuous improvement.

End-User Technology & Operations

• Own end-user computing services including laptops/desktops, mobile devices, peripherals, collaboration platforms, and SaaS productivity tools.
• Drive automation and optimization across end-user IT operations (e.g., device provisioning, onboarding/offboarding, ticket triage, self-service workflows) to improve reliability, reduce manual effort, and scale support efficiently.
• Oversee endpoint lifecycle management (provisioning, support, refresh, retirement, and destruction) in partnership with Information Security teams.
• Ensure seamless employee onboarding, role changes, and offboarding through standardized IT workflows.
• Deliver a high quality IT support experience by combining strong ITSM practices with AI assisted triage, knowledge management, and root cause analysis.

Identity, Access & Collaboration Platforms

• Manage identity and access workflows that support efficient employee access to systems and applications, in coordination with Information Security.
• Own the administration and reliability of Microsoft 365 and collaboration platforms, including email, messaging, file sharing, and productivity tooling.
• Support remote and hybrid work enablement through dependable connectivity and workplace technology solutions.

Vendor & Financial Management

• Manage relationships with IT vendors, MSPs, hardware suppliers, and SaaS providers.
• Own Internal IT budgeting, forecasting, asset lifecycle planning, and license optimization.
• Partner with Procurement and Finance on contract reviews, renewals, and service evaluations.

Governance & Operational Readiness

• Maintain Internal IT policies, standards, and SOPs related to acceptable use, asset management, endpoint standards, and remote work.
• Ensure Internal IT practices are well-documented, repeatable, and support broader company compliance requirements.
• Coordinate with Information Security teams during incidents impacting internal systems, focusing on service restoration and employee communication.

Process & Continuous Improvement

• Drive standardization, automation, and simplification of Internal IT operational processes.
• Lead change management initiatives related to new tools, platforms, and employee technology experiences.
• Continuously identify opportunities to improve reliability, efficiency, and the overall employee technology experience.
• Leverage AI-enabled tools to improve service delivery, operational insights, and scale Internal IT operations.

Required Qualifications:

• 10–12+ years of experience in IT operations, end-user computing, or internal IT leadership.
• Strong experience with Microsoft 365, Entra ID, endpoint management platforms, and ITSM tools.
• Proven ability to scale IT operations in distributed or remote-first environments.
• Strong written and verbal communication skills, including executive and non-technical stakeholders.
• Education level: Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field required

Preferred Qualifications:

• Experience supporting SOC 2, PCI DSS, or ISO-aligned environments.
• Experience scaling IT operations in a high-growth SaaS or technology company.
• Strong understanding of IT cost management and license optimization.
• Prior experience partnering closely with Information Security teams.
• Industry leading certifications in Cloud, Leadership, and ITSM preferred.

Key Competencies:

• Operational excellence and attention to detail
• Strong ownership mentality and accountability
• Collaborative, service-oriented leadership style
• Practical, risk-aware decision making
• Ability to balance employee experience with governance requirements