Services Support and Infrastructure Operations Lead Administrator

About the Role

Carolina Container is seeking a Services Support and Infrastructure Operations Lead Administrator to provide direct technical execution and tactical leadership for our IT and OT (Operational Technology) environments. This role serves as a high-level technical lead, bridging the gap between hands-on infrastructure maintenance and the oversight of helpdesk service delivery. The successful candidate will ensure the stability, security, and performance of on-premises and cloud-hosted systems, networks, and VoIP solutions, while functioning as the primary escalation point for complex technical issues. This field-focused position requires regular interaction with shop floor systems—such as HMI and PLC interfaces—and site leadership to optimize technology practices and security.

Responsibilities

Tactical Infrastructure & Operations

• Directly install, configure, and maintain servers, networks, and other IT/OT infrastructure components following Standard Operating Procedures (SOPs).
• Provide Tier 1–3 level diagnostic support for hardware, software, and connectivity issues across both office and plant environments.
• Maintain and optimize cloud and traditional on-premises data center infrastructure, including virtualization platforms and storage.
• Provide hands-on support for manufacturing environments, ensuring the health and performance of shop floor systems.
• Catalog and inventory IT/OT equipment and maintain the CMDB as needed.

Services Support & Tactical Oversight

• Triage EST P1 and P2 calls to ensure the appropriate parties respond.
• Mentor other staff, fostering a collaborative atmosphere and professional growth through technical training.
• Analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify and act on areas for service improvement.
• Consult on helpdesk workload distribution and scheduling to maintain operational efficiency.
• Develop and maintain accurate IT/OT documentation, including network diagrams, system configurations, and SOPs.
• Collaborate with Enterprise IT/OT teams to ensure infrastructure is deployed according to defined architecture and security posture.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or commensurate equivalent work experience.
• 5+ years of experience in managing enterprise-level IT infrastructure, with a focus on 24x7 manufacturing or industrial environments.
• Deep knowledge of Windows Server, virtualization platforms (VMware), Active Directory, and O365.
• Experience with HPE or Cisco networking platforms and knowledge of firewalls (e.g., FortiGate).
• Proven ability to manage third-party vendor relationships and communicate effectively up and down the chain.
• Exceptional interpersonal and communication skills with a focus on rapport-building and listening.
• Proven analytical and problem-solving abilities to execute tasks in high-pressure environments.

Schedule

40-hour on-site work week with emergency call-in availability for 24-hour production environments.

Work Environment

• Ability to work in both quiet corporate offices and industrial facilities with varying noise and temperature levels.
• Physical ability to lift 40 lbs. unassisted and possess the manual dexterity to operate power tools and computer components.
• Regular travel to packaging facilities is expected for system integration, team development, and rapport building.