Job Type
Full-time
Description
Position SummaryThe 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.
This position serves as the operational leader for infrastructure, end-user support, vendor management, technology procurement, asset management, and service delivery. The successful candidate is expected to remain technically engaged, acting as the senior escalation point for complex infrastructure issues while providing leadership, coaching, and direction to the Infrastructure Engineer and Service Desk team.
The ideal candidate combines strong technical expertise with proven management capabilities and thrives in an environment where balancing strategic initiatives with hands-on operational responsibilities is essential.
- 40% Hands-on Infrastructure Engineering
- 30% Team Leadership & Service Desk Management
- 20% Project Planning & Reporting
Key ResponsibilitiesInfrastructure 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.
- Coordinate 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 MeasuresWithin 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: 1 Infrastructure Engineer + 4 Service Desk
Work Environment: In Office
Physical Demands: None
Position Type/Expected Hours of Work: Full Time
Travel: Periodic travel to sites for inventory and project work
Classification: 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
