infrastructure Services Delivery Leader

About Infinite:

Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.

With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.

Digital Workspace & End User Services Delivery Leader

The Digital Workspace & End User Services Delivery Leader owns end-to-end delivery, financial performance and client satisfaction for the full end user technology estate — service desk, endpoint engineering, field and deskside support, virtual desktop, collaboration and device lifecycle.

The role is accountable for contractual SLA and XLA attainment, delivery margin, transition and steady-state execution, and the modernization roadmap that shifts the account from reactive break-fix towards proactive, experience-led and automated support.

This is a P&L-aware, client-facing leadership role with genuine technical depth. Success is measured equally on operational performance, end user experience outcomes, cost-to-serve reduction, and the client’s willingness to renew and expand.

Tower

Representative Scope

Service Desk

L1 voice, chat, portal and walk-up support; 24x7x365 follow-the-sun coverage; omnichannel intake; self-service and virtual agent deflection

Endpoint Engineering

Image and package engineering, OS and application patching, Intune / SCCM / Autopilot, hardening and compliance baselines

Field & Deskside Services

L2 / L3 onsite support, smart hands, executive and VIP support, campus and remote-site coverage, floor-walking and go-live support

Virtual Desktop & App Delivery

Citrix, Azure Virtual Desktop and Windows 365 estates; published applications; profile and session management

Collaboration & Productivity

M365 tenant operations, Teams, Exchange Online, SharePoint / OneDrive, conference room and AV endpoint support

Device Lifecycle & Asset

Procurement coordination, staging and imaging depot, IMAC, refresh programs, spares pool, secure disposal, ITAM / CMDB accuracy

Key Responsibilities:

Service Delivery & Operations - Own attainment of all contractual SLAs, KPIs and XLAs across every tower in scope; run the monthly and quarterly

• Client Relationship & Governance - Serve as the senior delivery voice to the client’s IT leadership; run operational, tactical and executive governance forums on a published cadence.
• Commercial and Financial - Own delivery P&L for the account: revenue recognition inputs, cost base, pyramid and location mix, and the margin improvement plan.

Required Qualifications

• Bachelor’s degree in computer science, Information Systems, Engineering or equivalent professional experience.
• 12 years in IT services, including 6 years leading end user computing or digital workspace delivery in an outsourced or managed services model.
• Demonstrated ownership of a multi-tower end user services account at 100 FTE scale with direct SLA and P&L accountability.
• Proven track record leading at least one full transition or transformation program from due diligence through hyper-care to steady state.

Preferred Qualifications

• Prior delivery leadership in a regulated environment — healthcare provider or payer, financial services, or public sector; healthcare strongly preferred.
• Healthcare-specific end user experience: Epic clinical workstation support, workstations-on-wheels and clinical carts, biomedical device adjacency, EHR go-live command center and at-the-elbow support, and clinical downtime procedures.
• Experience operating against 24x7 clinical uptime obligations and the operational discipline that patient-care environments demand.