Senior Manager of Infrastructure, Security & Operations

Location: Wallick Corporate Office – New Albany, OH | Full-time

About the Role

The Manager of Infrastructure, Security & Operations leads the infrastructure, security, and operations functions. This is Pillar 3 of Wallick’s IT operating model (Power & Protect). This is a hands-on technical leader role which will do the work, coach the team, and set the direction. The Leader owns the IT Service Desk capability (partner-delivered) and personally carries critical security work while defining the long-term sourcing model for cybersecurity. This role will set direction and lead the function to its future state:

• Take complete ownership of the IT Service Desk capability and its continued maturation.
• Define the cybersecurity operating model and sourcing strategy for the company’s future needs.
• Develop a complete picture of the infrastructure estate, including the data center and the hybrid cloud environment, and chart its modernization path.

This role is to be a visionary who executes: equal parts strategist, builder, operator, and mentor.

Responsibilities

Leadership and Team Development

• Lead, coach, and mentor technical team members.
• Serve as a working leader and technical escalation point.
• Partner with IT leaders on shared priorities and architecture decisions.

IT Service Desk

• Lead the IT Service Desk function and delivery partners.
• Manage SLAs, scorecards, user experience, cost efficiency, and service improvements.
• Drive adoption of automation, self-service, and AI-enabled support capabilities.

Cybersecurity and Trust

• Own security posture, governance, compliance, awareness, incident preparedness, and risk management.
• Lead identity and access management and data governance initiatives.

Infrastructure and Business Continuity

• Oversee infrastructure strategy, modernization, Azure migration, networking, and end-user computing.
• Maintain business continuity and disaster recovery capabilities.

Future View

• Advance a partner and automation-enabled operating model.
• Lead infrastructure and security architecture direction and roadmap investments.

Requirements

• Ten or more years of progressive IT infrastructure and security experience, including people leadership of technical teams and a demonstrated hands-on track record.
• Deep working knowledge across at least three of these areas: identity and access management (Microsoft Entra), security operations and incident response, enterprise networking, cloud platforms (Azure preferred), IT service management.
• Direct experience leading a service desk or managed service operation, including SLAs, scorecards, deflection, cost per ticket, user experience, and vendor performance management.
• Experience shaping cybersecurity operating and sourcing strategy, and operating credibly with executives, auditors, insurers, and regulators on cyber and compliance topics.
• Experience leading infrastructure modernization and support: data center strategy, cloud migration, hybrid environments, and business continuity and disaster recovery.
• Must have a coaching and mentoring background to develop the team.
• Composure and professional maturity under pressure.
• Experience in regulated environments (HUD or LIHTC affordable housing, senior living, healthcare adjacent, or financial services) is a strong plus.
• ITIL familiarity is a plus.