Senior Manager, IT Infrastructure & Operations

Primary Duties and Responsibilities

• Lead day-to-day IT infrastructure and operations across U.S. office and manufacturing locations, while coordinating support coverage for teams in Brisbane, Perth, and Geneva
• Oversee service desk, deskside support, server operations, cloud-hosted solutions, and core workplace technologies
• Drive reliable IT operations through strong service management practices, including incident, request, problem, change, asset, and configuration management
• Apply ITIL-aligned and other practical industry best practices to strengthen service delivery, team accountability, and operational discipline
• Own infrastructure-related change and configuration management processes, ensuring changes are planned, documented, communicated, and executed in a controlled way
• Oversee IT asset management and maintain clear operational documentation across the environment
• Coordinate backup, restore, and disaster recovery readiness, including testing and follow-up improvements
• Partner with plant and site leaders as the primary IT infrastructure and operations contact for support, reliability, and improvement needs
• Work closely with IT and business application teams to support ongoing services, issue resolution, operational handoffs, and new system deployments
• Partner with the cybersecurity lead to support cybersecurity roadmap deployments, infrastructure hardening, control improvements, and related operational best practices
• Lead and develop a blended team of employees, contractors, regional support contacts, and limited MSP support
• Manage vendor relationships, service performance, and infrastructure-related budgets
• Lead upgrades, refreshes, and continuous improvement efforts that improve reliability, supportability, and user experience
• Provide practical technical planning and architecture input in partnership with IT leadership and peers

Skills, Knowledge, Experience & Qualifications

• 8+ years of experience in IT infrastructure, technical operations, or end-user support
• 3+ years of experience leading technical staff, contractors, or service providers
• Experience managing both infrastructure operations and service desk / end-user support
• Experience in building/working in an ITIL-aligned environment and applying service management best practices
• Experience supporting multi-site environments with a mix of office, executive, and manufacturing or operational users
• Experience supporting international offices or remote sites using a blended support model across internal technical teams, local onsite resources, and third-party service providers
• Strong knowledge of cloud and on-prem infrastructure, Microsoft-centric workplace technologies, endpoint support, and core IT operations
• Experience partnering across infrastructure, business applications, and cybersecurity teams to support both ongoing services and new deployments
• Experience contributing to technical architecture, platform planning, and ecosystem decisions in addition to day-to-day operations leadership
• Experience managing vendors, budgets, and operational improvement initiatives
• Comfortable working in a lean, fast-moving environment where processes and platforms are scaling with the business

Preferred Qualifications

• Experience supporting regulated industries such as medical devices, healthcare, or life sciences.
• Relevant industry certifications preferred, including Microsoft, Cisco, AWS, CompTIA, or service management certifications
• Experience supporting global or multi-site organizations

Compensation

• Target base salary range: $155,000 – $185,000, plus eligibility for an annual short-term incentive (STI) targeted at 15% of base salary and equity participation
• Final compensation will be determined based on experience and alignment with role requirements