Infrastructure and IT Services Manager

Position Summary

The Infrastructure and IT Services Manager is a hands-on leadership role responsible for the administration, optimization, security, and support of the company's infrastructure environment while leading the Service Desk organization and overseeing IT procurement activities.

Key Responsibilities

• Infrastructure Leadership & Technical Operations

• Provide hands-on administration and support of enterprise infrastructure, including:
• Microsoft 365
• Active Directory / Entra ID
• Windows Server
• Virtualization platforms
• Enterprise storage systems
• Backup and disaster recovery solutions
• Network infrastructure
• Endpoint management platforms
• Security systems
• Serve as the primary escalation point for complex infrastructure and operational issues.
• Monitor system availability, performance, capacity, and reliability.
• Manage patching, vulnerability remediation, and infrastructure lifecycle planning.
• Lead infrastructure projects, upgrades, migrations, and deployments.
• Develop and maintain operational runbooks, technical documentation, and architecture standards.
• Participate in after-hours maintenance and major incident response when required.
• Maintain security controls and ensure adherence to company cybersecurity policies.

• Service Desk Leadership

• Lead a team of four Service Desk professionals responsible for end-user support across the organization.
• Establish service delivery standards and performance expectations.
• Monitor ticket queues, response times, and resolution metrics.
• Ensure adherence to service level objectives and customer service standards.
• Act as an escalation point for service-related issues.
• Develop and mentor team members through coaching, training, and performance management.
• Drive continuous improvement initiatives that improve support efficiency and user satisfaction.
• Conduct regular team meetings, workload reviews, and resource planning.

• Project & Operational Management

• Manage infrastructure and operational projects from planning through implementation.
• Coincide resources across infrastructure and service desk functions.
• Develop project plans, timelines, budgets, and risk mitigation strategies.
• Partner with business leaders to align technology initiatives with business needs.
• Track key performance indicators and provide regular operational reporting.
• Support technology standardization efforts across all locations.

Leadership Responsibilities

• Manage and develop a team consisting of:

• 1 Infrastructure Engineer
• 4 Service Desk Professionals
• Conduct hiring, onboarding, coaching, performance reviews, and career development planning.
• Promote accountability, service excellence, and operational discipline.
• Foster collaboration between infrastructure, support, security, vendors, and business stakeholders.

Requirements

• Education

• Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience considered.

• Experience

• 7+ years of progressive IT infrastructure experience.
• 3+ years of experience leading technical teams.
• Demonstrated experience managing enterprise infrastructure environments.
• Experience managing service desk operations and technical support teams.
• Experience leading infrastructure modernization and implementation projects.

Technical Qualifications

• Microsoft 365 Administration

• Active Directory / Entra ID

• Windows Server Administration

• Virtualization Technologies (VMware and/or Hyper-V)

• Enterprise Backup & Disaster Recovery

• TCP/IP Networking

• DNS, DHCP, Group Policy

• Endpoint Management Platforms

• Security and Vulnerability Management

• ITSM Platforms and Ticketing Systems

• Asset Management Systems

Success Measures

• Within this role, success will be measured through:

• Infrastructure availability and reliability
• Service Desk SLA attainment
• Customer satisfaction scores
• Reduction in recurring incidents
• Project delivery performance
• Asset management accuracy
• Security and compliance adherence
• Team development and retention

Supervisory Responsibility

• Exempt

Benefits

• 401(k) 401(k) matching

• Dental insurance

• Employee assistance program

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Tuition reimbursement

• Vision insurance