SummaryDescription
Purpose of Role:The Manager, Infrastructure & End User Services provides strategic and operational leadership for the organization's enterprise infrastructure and end-user technology environment. This role is responsible for delivering secure, reliable, scalable, and customer-focused technology services while leading a multidisciplinary team supporting cloud infrastructure, systems administration, endpoint management, desktop support, and core IT operations.
The Manager develops technology roadmaps, drives operational excellence, manages service delivery, and partners closely with Cybersecurity, Software Engineering, Product, and Business Operations to ensure technology services enable business growth.
Essential Responsibilities: Infrastructure Leadership- Establish infrastructure standards and operational best practices.
- Ensure high availability, resiliency, and performance of enterprise systems.
- Oversee Microsoft 365, identity management, directory services, and enterprise collaboration platforms.
- Lead infrastructure modernization initiatives.
End User Services - Lead Service Desk and Desktop Support functions.
- Ensure timely incident resolution and exceptional end-user experience.
- Oversee endpoint lifecycle management including procurement, deployment, imaging, patching, and retirement.
- Manage endpoint security, mobile device management, and endpoint compliance.
Operations & Service Management - Establish and monitor operational service levels and key performance indicators.
- Lead Incident, Problem, Change Management processes.
- Develop disaster recovery and business continuity capabilities.
- Oversee asset management, configuration management, and operational documentation.
Vendor & Financial Management - Manage vendors, service providers, and technology partners.
- Identify opportunities for automation, cost optimization, and operational efficiency.
Security & Compliance - Partner with Information Security to implement enterprise security standards.
- Ensure infrastructure complies with regulatory and organizational requirements.
- Support audit activities and remediation efforts.
- Promote security best practices throughout the IT organization.
Knowledge, Skills and Abilities: - Infrastructure strategy and planning
- Enterprise systems administration
- Endpoint management
- Mobile device management
- Disaster recovery and business continuity
- Identity and access management
- Budget and financial management
- Cross-functional collaboration
Required - Bachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience.
- Eight or more years of progressive IT infrastructure experience.
- Four or more years leading technical teams.
- Experience managing cloud infrastructure (Azure and/or AWS).
- Experience leading Systems Administration and End User Services organizations.
- Experience managing enterprise Microsoft technologies including Microsoft 365, Entra ID, Intune, and Windows Server.
- Strong understanding of IT service management practices.
- Experience managing technology vendors and budgets.
Preferred - ITIL Foundation or higher.
- Microsoft Azure Administrator or Solutions Architect certification.
- CISSP, Security+, or equivalent security certification.
- Experience supporting SaaS or healthcare technology organizations.
Relevant Working Conditions/Physical Demands: - Sitting/Stationary: Often requires sitting at a desk and looking at a computer screen for 70% - 90% of the workday.
- Fine Finger Dexterity: High use of keyboards, computer mice, and standard office equipment.
- Lifting/Moving: Minimal physical exertion; occasionally required to lift or carry office supplies, files, or packages weighing up to 15 - 50 lbs.
- Mobility: Intermittent standing, walking, and bending or stooping to retrieve files.
