Information Technology Manager

Key Responsibilities

• Team Leadership & Development: Directly manage and mentor a multi-disciplinary team of 12 (infrastructure, security, applications, and service delivery). Hire, develop, and retain top talent; conduct performance reviews and foster a high-performing culture.
• Infrastructure & Operations: Oversee on-premise and cloud (Azure/AWS hybrid) environments, network infrastructure (Fortinet Security Fabric preferred), endpoint management (Intune, zero-touch provisioning), and global connectivity across US, UK, and Mexico sites.
• Compliance & Security: Maintain and enhance compliance with PCI DSS 4.1 and SOC 2 Type II. Lead security operations, vulnerability management, incident response, and audit readiness. Manage tools such as FortiSIEM, FortiClient, FortiMail, and Microsoft Purview.
• Service Delivery & Support: Ensure high availability and performance of critical platforms including NICE CXOne, Salesforce CRM, Microsoft 365, and telephony systems. Manage SLAs, ticketing systems, and escalations for internal and client-facing support.
• Project & Vendor Management: Lead or support key initiatives such as cloud migrations, hardware refreshes (Fortinet networking), AI tool integrations (e.g., Krisp), and system implementations. Manage vendor relationships and SaaS contracts.
• Budget & Strategy: Contribute to the annual IT operating budget. Identify cost-saving opportunities (e.g., Azure optimization) and align IT strategy with business objectives.
• Reporting & Collaboration: Provide regular status reports to the Director of IT. Partner closely with Enterprise Applications, Security, and business stakeholders.

Requirements

• Bachelor’s degree in information systems, Computer Science, or related field (or equivalent experience).
• 7+ years of progressive IT experience, with at least 3–5 years in a management or leadership role.
• Strong background in regulated environments with proven experience achieving and maintaining PCI DSS and SOC 2 compliance.
• Hands-on expertise with Microsoft Azure (governance, Entra ID, Intune, Sentinel), Microsoft 365 administration, and hybrid cloud architectures.
• Experience with Fortinet networking/security solutions (FortiGate, FortiSwitch, FortiAP, FortiClient, etc.) is highly preferred.
• Demonstrated success managing global or multi-site IT operations.
• Excellent leadership, communication, and problem-solving skills.

Preferred Qualifications

• Experience in the travel, contact center (CCaaS), or hospitality industry.
• Familiarity with NICE CXOne, Salesforce, and telephony systems.
• Knowledge of Terraform, PowerShell automation, and modern endpoint management.
• Relevant certifications (e.g., Azure Administrator, CISSP, CISM, or Fortinet NSE).
• Experience supporting international operations (UK/EU and Mexico/LATAM).