Director, IT - Infrastructure Ops Mgmt HQ IT - User Services

We are Builders FirstSource, America's largest supplier of building materials, value-added components and building services to the professional market. You'll feel proud of the work you do here every day to transform the future of home building and help make the dream of home ownership more achievable. At BFS, we believe building a successful career is not solely defined by a degree. Your experience, skills, and passion are just as important, if not more so. As such, we are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels.

PURPOSE

Director of IT User Services will provide strategic and operational leadership for enterprise User Services, ensuring a secure, reliable, and modern end-user computing experience. They will be responsible for leading the delivery, optimization, and innovation of end-user technology services across the organization. This role will oversee the management and evolution of our Modern Workplace solutions and Personal Productivity tools, Okta, Windows 11, desktop engineering, mobility services including mobile device management (MDM) platforms along with all endpoint hardware.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Leadership and Team Management:

• Develop and execute a forward-thinking strategy for IT user services ensuring alignment with Infrastructure, Security, and business priorities.

• Leads and develops high-performing managers and technical teams across User Services functions.
• Coaches leaders on modern workplace technologies, service ownership, and customer-centric delivery.
• Collaborates across Infrastructure, Security, Applications, and Business teams to ensure a unified technology experience for users.
• Drives a culture of accountability, continuous improvement, and operational excellence.
• Standardizes User Services delivery processes using ITIL-aligned service management practices.
• Evaluates emerging end-user technologies and determines value, feasibility, and integration into the enterprise environment.
• Champion a user-centric approach to IT services, driving continuous improvement in service delivery, support models, and end user satisfaction.

Technology Oversight:

• Provides executive leadership over enterprise User Services and leads the administration, integration, and lifecycle management of Microsoft 365, Okta, Windows, Mac OS, endpoint engineering, mobility services and related user-facing technologies. Setup and deployment for desktops, laptops, and mobile devices including mobile device management. Device lifecycle management (inventory, upgrades, disposal) and peripheral support (video conferencing, digital signage, kiosks, monitors, printers, scanners, cell phones, tablets, handhelds).
• Establishes service standards, operating models, and success metrics for end-user computing and support services.

• Owns endpoint engineering strategy across Windows, macOS, mobile devices, and peripherals.
• Leads modern device management practices including standard builds, patching, vulnerability remediation, configuration management, and automation.
• Oversees endpoint security posture in partnership with Cybersecurity, ensuring compliance with enterprise policies and regulatory requirements.
• Drives adoption of zero-touch provisioning, self-service, and lifecycle automation to improve user experience and operational efficiency.

• Leads enterprise mobility services, including mobile device management (MDM/MAM), secure remote access, and hybrid work enablement.
• Ensures mobile and remote user services are scalable, secure, and resilient.
• Partners with Security and Infrastructure teams to balance usability with risk management.

• Owns Microsoft 365 user-facing services, including Exchange, Teams, SharePoint, OneDrive, Power Platform, and related collaboration tools.
• Establishes governance models for collaboration platforms, including ownership, lifecycle management, data protection, and usage standards.
• Drives adoption, optimization, and continuous improvement of collaboration capabilities to enhance productivity and employee engagement.
• Works closely with business stakeholders, HR, Communications, and IT leadership to enable enterprise-wide communications and collaboration use cases.

• Provides oversight of Level 2 support teams responsible for escalations from Service Desk and advanced troubleshooting across endpoints, collaboration tools, and user productivity services.
• Ensures effective incident, problem, and request management processes are in place with clear escalation paths and SLAs.
• Uses service management data to identify recurring issues, root causes, and opportunities for automation or process improvement.
• Partners with Level 1, Level 3, and Infrastructure teams to deliver seamless end-to-end support.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities, including but not limited to: supervises assigned team members (in-person and remote); talent selection and training; planning, assigning, and directing work; performance management, including conducting performance reviews; recognizing team members; addressing and resolve concerns timely, escalate for help when necessary.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent experience.
• 10+ years relevant work experience.
• Experience SharePoint, PowerApps and Power Automate.
• Experience with content migrations and migration tools.
• Strong understanding of Microsoft 365 security and compliance.
• Experience with multi-year roadmap planning.
• Proven experience in people management and team leadership.
• Excellent problem-solving and communication skills.
• The ability to communicate with both technical and non-technical teams.
• Project management experience is a plus.

COMPETENCIES

• Evaluates Problems: Evaluates and analyzes different types of information objectively to identify appropriate solutions; writes fluently, establishing the key facts clearly and interprets numerical data effectively.
• Technical Communication/ Presentation: Communicates with clarity and precision, presenting complex information in a concise format that is audience appropriate.
• Adjusting and Driving Change: Takes a positive approach to tackling work and embraces change; invites feedback relating to performance and deals constructively with criticism. Identifies the need for and drives change when required to achieve objectives.
• Focuses on Customers: Understands and anticipates customer needs and takes action to provide high-quality products and services to exceed expectations.
• Demonstrates Business Acumen: Demonstrates working knowledge of market, economic, legal, and regulatory environments and how they impact the business.
• Agile Best Practices: Understands how agility is leveraged in IT ways of working. Adopts agile best practices as appropriate throughout the assigned work lifecycle. Responds to feedback quickly based on comments of internal and external customers and needs of the market.
• Bias for Action: Takes initiative and identifies what needs to be done and acts without waiting to be asked. Executes work in a timely manner. Suggests improvements to current ways of working.
• Provides Leadership: Makes decisions and takes responsibility; directs and leads others even in ambiguous circumstances, coordinating activities; provides encouragement and inspiration to help others succeed.
• Builds Effective Teams: Builds high performing teams by integrating a diversity of skills and personalities and creating a deep sense of accountability and shared purpose.
• Develops Talent: Focuses on developing, coaching, and mentoring talent to improve individual and organizational performance. Contributes to building talent that the industry, market, and BFS needs.
• Manages Stakeholders: Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
• Drives Success: Takes action, initiates activity and seizes opportunities for new business; pursues goals with persistence and achieves outstanding results.

BFS COMPETENCIES

• Business and Financial Acumen
  
  
  
  • Demonstrates depth of understanding for the P&L and financial analysis
  • Teaches business and financial acumen to others.
  • Understands KPIs and how BFS makes money.
  • Knows the different business segments and how they relate to one another.
  • Understands customer sales and engagement.
  • Demonstrates functional and/or technical expertise.
  • Understands complex issues and demonstrates problem solving skills.
  • Understands how to maximize business results regardless of industry cycle.
  
  
  
  
• Results Driven
  
  
  
  • Holds self and others accountable.
  • Communicates and sets clear goals with plans to deliver.
  • Manages competing priorities effectively.
  • Demonstrates appropriate urgency.
  • Drives to exceed expectations in alignment with our BFS SPICE values.
  • Embraces and follows best practices.
  • Demonstrates self-starter, can-do attitude.
  
  
  
  
• Strategic Thinking and Decision Making
  
  
  
  • Leverages resources and teams around them to solve problems and create mutually beneficial outcomes.
  • Demonstrates willingness and courage to make tough decisions in a timely manner.
  • Balances short-and-long term priorities
  • Demonstrates proactive versus reactive thinking.
  • Asks questions to identify root cause and analyze situations more accurately.
  
  
  
  
• Servant Leadership
  
  
  
  • Demonstrates humility by putting others first.
  • Builds trust-based relationships.
  • Leads by example with kindness and respect.
  • Collaborates well across all areas of the business.
  • Advocates for others
  • Actively listens to understand the meaning and intent of what the other person is communicating.
  • Demonstrates authenticity and encourages others to do the same.
  
  
  
  
• Emotional Intelligence
  
  
  
  • Demonstrates situational awareness - knows when and how to adjust leadership style in different situations.
  • Demonstrates self-awareness - understands strengths and weaknesses.
  • Demonstrates empathy - puts themselves in other's shoes.
  • Assumes positive intent.
  
  
  
  
• Develops and Leads Others
  
  
  
  • Drives alignment through clear communication of vision, goals, and expectations.
  • Invests time on a regular basis in performance feedback and developmental conversations.
  • Fosters a respectful and inclusive environment.
  • Empowers, motivates, and inspires others.
  • Coaches and mentor others for their development.
  • Guides and persuades others to deliver positive outcomes.
  
  
  
  
• Growth Mindset
  
  
  
  • Demonstrates a growth mindset; takes appropriate risks, fails fast and forward, learns from mistakes.
  • Perseveres and champions growth, even in the face of resistance, ambiguity, or possible failure.
  • Thinks like an owner with an entrepreneurial spirit.
  • Demonstrates and encourages intellectual curiosity.
  • Continuous learner; seeks opportunities and knowledge for personal and professional growth.
  • Sees possibilities over problems - actively seeks solutions.
  
  
  
  
• Innovation
  
  
  
  • Encourages out-of-the box thinking to create new ways of doing things.
  • Continuously seeks to improve and simplify pain points in the business.
  • Anticipates, embraces, and leads change.
  • Develops and executes breakthrough strategies.
  
  
  
  
• Integrity
  
  
  
  • Does the right thing even under challenging circumstances?
  • Communicates with honesty.
  • Consistently treats others fairly and equitably.
  • Demonstrates reliability and does what they say they will do.
  • Conducts tough conversations and delivers difficult messages with kindness and respect.
  
  
  
  

WORK ENVIRONMENT / PHYSICAL ACTIVITY

• Subject to both typical office environment and outside locations with temperature and weather variations.
• Must be able to lift and carry up to 25 pounds.
• Occasional travel may be required.

#LI-JA1

#LI-Remote

This position was posted on March 30, 2026 and we anticipate it will be open for a minimum of five days, though it may be open for a longer period. We encourage your prompt application.

Successful, innovative, and fulfilling careers are built here, and your professional development is a high priority. We invest in your future through the latest training, tools, and technologies. Highly collaborative, we work together to solve problems and find better ways to continually grow our business and careers every day. You'll be empowered to try new things, gain new experiences, and build a career with unlimited horizons. The scale and depth of resources that being the #1 building materials distributor in the nation provides a variety of opportunities for you to explore - all in a friendly, people-first environment. Join us to be more, do more, and build more, together at BFS.

In addition to the base wage listed, this position is also eligible to earn an annual bonus subject to changes in plan design and documents and in accordance with applicable law. Eligibility and the amount of the bonus varies based on overall company success, thresholds met and other terms and conditions of the Company's active bonus policy for the respective year.

At Builders FirstSource, we offer competitive, affordable benefits designed to make life better for you and the people you love. Our goal is simple - provide great plans that help you and your family to live happier, healthier and more secure lives. This role is eligible for medical, dental, vision, and disability insurance plans, 401(k) retirement savings plan, PTO (including paid sick time), and 8 paid holidays per year (for salaried and hourly team members). Details about Builders FirstSource's benefits offerings are available here www.bldrbenefits.com.

Builders FirstSource is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email: ADA.Accommodation@bldr.com. Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening.

If there's legally required pay transparency information missing from our job posting, it's not intentional and we'd like to know. To let us know, please email the job title and location to JobPostings@bldr.com. Please do not send resumes to this email address - it is intended only be used to provide a notice of non-compliance.

Please note that due to the volume of applications received, we are unable to respond to individual inquiries about the status of your application.