Position Summary: This position is responsible for leading end-user technology services, desktop support operations, technical service delivery, technology adoption, and the associate technology experience across Little Rapids Corporation. This role manages the Technology Support Specialists and serves as the primary operational partner to Systems Administrators.
The Infrastructure & Technology Support Manager serves as the first point of leadership escalation for infrastructure, network, endpoint, and support-related concerns, resolving operational issues prior to escalation to the Director of Technology Enablement. This role partners with and provides triage for the Systems Administrators, while contributing to infrastructure planning, cybersecurity readiness, and technology decisions.
Key Responsibilities: - Serve as the direct people manager for Technology Support Specialists, owning performance management, coaching, development planning, and day-to-day work assignment and prioritization for the team.
- Own the overall Little Rapids' associate technology experience and end-user computing standards.
- Manage ticket queues, escalations, SLAs, and service delivery performance.
- Own hardware lifecycle, device standards, deployment, and inventory practices.
- Serve as first-line triage for infrastructure, network, server, and endpoint issues.
- Partner with Systems Administrators on deployments, upgrades, and operational readiness.
- Provide support, usability, and adoption input into infrastructure decisions.
- Support vulnerability remediation and endpoint cybersecurity efforts.
- Participate in incident response and technology recovery activities.
- Maintain support documentation, SOPs, and knowledge management resources.
- Ensure successful onboarding and technology orientation for new associates.
- Manage support-related vendors, tools, and service providers.
- Provide peer-level technical mentorship and knowledge sharing with Systems Administrators.
Objectives: Associate Technology Experience - Deliver a professional, consistent, and responsive support experience across all locations.
- Improve response time, resolution quality, and associate satisfaction.
- Promote effective adoption and utilization of technology solutions.
Service Delivery Excellence - Establish and monitor support KPIs and service-level performance.
- Identify recurring issues and drive root-cause resolution.
- Improve efficiency through process improvement, automation, and standardization.
Infrastructure Partnership - Serve as the operational triage and escalation point for infrastructure issues.
- Participate in on-going system administration when workload requires.
- Maintain relationships with third-party support organizations to deliver seamless systems to the organization.
- Provide support-readiness and adoption input for infrastructure changes.
- Strengthen collaboration between Technology Support and Systems Administration.
Team Development - Develop the technical and professional capabilities of support staff.
- Establish individual development goals and growth opportunities.
- Strengthen accountability, ownership, and customer-service behaviors.
Results: - A high-performing Technology Support organization.
- Reliable, responsive, and consistent technology support services.
- Positive associate experiences with technology.
- Strong partnership between Technology Support and Systems Administration.
- Reduced escalations and recurring technology issues.
- Effective support readiness for infrastructure and technology initiatives.
- Well-developed support staff with clear growth paths.
This is not an exhaustive list of duties or functions and may not necessarily comprise all "essential functions" for purposes of the ADA.
Education, Certifications, and Experience: - Bachelor's degree in Information Systems, Information Technology, or related field preferred.
- 7+ years of progressive technology support, systems administration, or infrastructure experience.
- 3+ years of leadership, mentorship, or supervisory experience strongly preferred.
- Experience leading desktop support, end-user technology, or service delivery functions.
- Experience partnering with infrastructure, systems administration, and cybersecurity teams.
- Microsoft, ITIL, cybersecurity, or networking certifications preferred.
Key Skills and Competencies: - Technology support and service delivery leadership.
- Strong customer-service orientation and stakeholder partnership.
- Working knowledge of infrastructure, networking, endpoints, and cybersecurity.
- Coaching, mentoring, and team development capability.
- Ability to triage and coordinate technical issues effectively.
- Strong written and verbal communication at all organizational levels.
- Continuous improvement and root-cause problem-solving mindset.
- Ability to organize and prioritize multiple tasks for individuals and groups.
- Possess valid driver's license and vehicle for travel and transport of equipment between locations.
Physical Requirements: The ability to work in a normal office and manufacturing environment to include: sitting, standing, or walking for long periods of time; climbing stairs; lifting and moving items weighing up to 50 lbs.; operating various standard office equipment; carrying paper documents/files; reaching; bending; twisting; crawling; speaking on the telephone, etc.
The ability to wear required personal protection gear (i.e. hearing, eye and foot protection as well as other personal protective equipment such as gloves and aprons, etc.); tolerating loud noise (maximum of 95 dB); tolerating extreme heat, cold and dusty environment.
