Head of - Enterprise IT

Job Description

Organization: ContinuServe

Website: https://continuserve.com/

Continuserve is a technology-enabled business services organization delivering Finance, Accounting, HR, and Technology managed services to global enterprises. Through a combination of domain expertise, scalable delivery models, and modern technology platforms, Continuserve helps organizations streamline operations, improve e iciency, and strengthen business performance.

Our Technology Services practice delivers Managed IT Services, Cloud Operations, Cybersecurity, and End-User Support for enterprise clients across North America and other global markets.

Business Role

Technical Leadership & Operational Support

Report to:

VP- Global Services

Experience:

15 yrs +

Location: Remote

Working Mode: Hybrid

Shift Hours: India & US Support Times ( 2nd and 3rd Shifts Coverage)

Role Overview

The Internal IT & Technology Solutions will lead the design, architecture, and operational delivery of Continuserves internal IT environment.

This role will act as the technical authority and solution architect for Internal IT, responsible for ensuring the organizations technology platforms are secure, scalable, and aligned with the broader MSP operating model.

The role will oversee the internal IT engineering and operations teams across end-user computing, infrastructure, identity, cloud platforms, and enterprise productivity systems, while working closely with the MSP delivery organization, CISO o ice, and CTO organization to ensure alignment across security, product infrastructure, and operational services.

The position requires a strong combination of technical depth, solution architecture capability, operational leadership, and cross-functional collaboration to support a scalable and resilient IT environment.

Key Responsibilities

1. Internal IT Technology Leadership

• Lead the internal IT technology strategy, architecture, and operational execution across the organization.
• Act as the technical director and solution authority for internal IT platforms and services.
• Ensure internal IT environments are secure, scalable, and aligned with enterprise architecture standards.
• Define technology roadmaps to support organizational growth, acquisitions, and operational scalability.

2. Infrastructure, Cloud & Platform Engineering

• Oversee design and operations of core IT infrastructure platforms including cloud, network, and endpoint environments.
• Manage enterprise environments across Azure/AWS workloads, Microsoft 365, endpoint platforms, and network & Security infrastructure.
• Ensure reliability and availability of internal IT systems through robust architecture, monitoring, and operational governance.
• Drive modernization initiatives across cloud adoption, platform consolidation, and automation.

3. Identity, Security & Compliance Alignment

• Work closely with the CISO organization to ensure internal IT environments meet security and compliance standards.
• Oversee identity and access management platforms including Active Directory, Entra ID, MFA, and conditional access frameworks.
• Support implementation of security monitoring, vulnerability management, and risk mitigation initiatives.
• Assist with internal audit and compliance initiatives such as SOC, ISO, and regulatory frameworks.

4. MSP Platform Integration

• Ensure internal IT operations are aligned with the MSP service delivery model and tooling platforms.
• Standardize monitoring, automation, and service management using the MSP operational platform.
• Enable centralized monitoring and operational visibility across internal IT environments.
• Leverage shared MSP infrastructure and security capabilities to improve operational e iciency and resilience.

5. Operational Governance & Service Delivery

• Oversee operational delivery across internal IT functions including:
• End-user support and service desk
• Endpoint and device management
• Identity and access management
• Infrastructure and cloud operations
• Backup and disaster recovery
• Establish clear service ownership, escalation paths, and operational accountability.
• Implement ITIL-aligned operational practices including incident management, problem management, and service improvement.

6. Technology Solutions & Architecture

• Act as a technical solutions leader, designing scalable architectures for internal platforms and enterprise systems.
• Evaluate new technologies and platforms to improve security posture, operational e iciency, and user productivity.
• Lead architecture decisions related to:
• Microsoft 365 ecosystem
• Endpoint management platforms
• Network security and remote access solutions
• Infrastructure and cloud environments • Provide technical advisory and architectural guidance to leadership teams.

7. Team Leadership & Capability Development

• Lead internal IT engineering and operations teams across multiple technology domains.
• Mentor engineers and develop technical depth across infrastructure, cloud, and digital workplace technologies.
• Build a culture of ownership, proactive operations, and continuous service improvement.
• Establish clear technical career progression pathways within the internal IT organization.
• Stakeholder Engagement & Cross-Functional Collaboration
• Collaborate with MSP delivery leadership, the CISO organization, and the CTO organization to align operational responsibilities and governance.
• Partner with business leaders to understand technology requirements and ensure IT services support business objectives.
• Provide executive-level reporting on technology operations, platform health, and improvement initiatives.

Qualifications & Experience

• 15+ years of experience in enterprise IT infrastructure, cloud operations, or internal IT leadership roles.
• Proven experience leading internal IT operations in mid-to-large enterprise environments.
• Strong hands-on technical expertise across Microsoft ecosystem, infrastructure platforms, and identity management systems.
• Experience designing and implementing enterprise technology solutions and architecture frameworks.
• Experience working in managed services or enterprise IT service delivery environments.

Strong technical knowledge of: Cloud Platforms

• Microsoft Azure/AWS infrastructure
• Cloud networking and identity integration Microsoft Ecosystem
• Microsoft 365 administration
• Exchange Online
• Teams and collaboration platforms
• SharePoint Online
• OneDrive

Identity & Access Management

• Active Directory
• Entra ID (Azure AD)
• Multi-factor authentication
• Conditional access policies
• MDM/MAM, Intune & Autopilot
• Enterprise Apps Management

Endpoint Management

• Microsoft Intune
• Windows device management • Endpoint security platforms

Infrastructure & Networking

• Network infrastructure and VPN
• Firewall platforms
• Backup and disaster recovery solutions

IT Service Management

• ServiceNow
• ConnectWise
• ManageEngine SD Plus
• or similar ITSM platforms

Availability and reliability of internal IT systems

• Security posture and compliance alignment
• Incident resolution e ectiveness
• Technology platform stability and performance
• Operational e iciency and platform standardization

Leadership Competencies

• Strong technical leadership and architectural thinking
• Strategic problem-solving and solution design capability
• Cross-functional collaboration and stakeholder management
• Operational discipline and governance orientation
• Ability to lead technical teams through modernization initiatives
• Transformation Leader: Drives modernization and automation in service desk operations.

Communication & Soft skills

• Strong communication and stakeholder management skills.
• Ability to simplify technical issues for business stakeholders.
• Strong conflict resolution and escalation management capabilities.
• Internal customer-centric mindset with focus on service quality and experience.

Educational Background

• Bachelors degree in Computer Science, Engineering, Information Technology, or related field.
• An MBA or masters degree in technology or business management is preferred.
• Preferred Technical Certifications o Microsoft Azure Administrator / Architect o Microsoft 365 Enterprise Administrator o ITIL v4 Foundation
• Security or cloud platform certifications