Job SummaryThe Manager, Infrastructure & Digital Workplace Services provides strategic and technical leadership for Trellis's enterprise infrastructure and employee technology services, including server, cloud, network, endpoint, desktop, and collaboration platforms. This working manager directs multidisciplinary teams, establishes operational and investment priorities, and ensures technology services are secure, resilient, scalable, and aligned with organizational objectives. The position partners with Security, application teams, business leaders, and vendors to manage risk, modernize the technology environment, lead major incident response, and improve the employee technology experienceLocationThe position is hybrid, two days weekly required in office. Office location is Round Rock, Texas.
Essential ResponsibilitiesThe position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation:
Team Leadership and Workforce Development- Direct, manage, coach, and develop personnel responsible for server and cloud infrastructure, network engineering and operations, endpoint engineering, desktop support, and digital workplace and collaboration services.
- Translate organizational objectives into documented team and individual goals.
- Establish accountability while encouraging collaboration and technical initiative.
- Conduct recurring one-on-one meetings, team meetings, career-development discussions, and formal performance evaluations.
- Delegate work according to skill, risk, urgency, and employee-development needs.
- Establish clear decision rights, ownership assignments, and escalation expectations.
- Promote accountability, collaboration, technical excellence, continuous improvement, and professional customer service.
- Participate in recruitment, candidate evaluation, hiring, onboarding, corrective action, recognition, and retention activities.
- Address performance, conduct, workload, and team-conflict concerns promptly and professionally.
Infrastructure and Cloud Operations- Provide management and technical oversight for Trellis server, cloud, directory, virtualization, storage, backup, and recovery services.
- Guide the design, implementation, administration, maintenance, and lifecycle management of Windows Server, Azure infrastructure services, Microsoft 365 tenant services, Active Directory, Entra ID, Group Policy, DNS, DHCP, VMware, storage, backup platforms, and supporting Windows infrastructure.
- Ensure server builds, changes, and deployments follow approved configuration, hardening, vulnerability-management, change-control, and documentation requirements.
- Oversee capacity, performance, availability, patching, monitoring, backup, recovery, and lifecycle planning.
- Identify aging, unsupported, high-risk, or operationally inefficient infrastructure and recommend remediation.
Network Engineering and Operations- Provide management and technical oversight for enterprise network architecture, engineering, operations, monitoring, and lifecycle management.
- Guide the design, implementation, and support of LAN, WAN, routing, switching, Internet and telecommunications connectivity, wireless networks, firewalls, segmentation, VPN, load balancing, network access controls, cloud connectivity, and monitoring tools.
- Ensure network services provide appropriate availability, redundancy, performance, scalability, and security.
- Oversee capacity planning, circuit management, vendor escalation, technology refresh, and network performance.
Digital Workplace and Endpoint Services- Establish and maintain a Digital Workplace Services strategy aligned with Trellis business, security, workforce, and technology objectives.
- Provide leadership for desktop support, endpoint engineering, device management, workplace collaboration, and employee-facing technology services.
- Oversee the lifecycle of desktops, laptops, mobile devices, virtual desktops where applicable, operating systems, applications, peripherals, conference-room technologies, and employee productivity services.
- Ensure endpoints are consistently configured, inventoried, secured, patched, supported, and replaced according to approved lifecycle standards.
- Expand self-service, automation, remote-support, and knowledge-management capabilities.
- Use service-management and endpoint data to identify recurring issues and improve employee experience.
Microsoft 365, Collaboration, and Workplace Innovation- Provide operational governance and technical oversight for Microsoft Teams, SharePoint Online, OneDrive, Exchange Online, Microsoft Intune, Microsoft Copilot, and approved Power Platform services.
- Coordinate with Security, Compliance, Legal, Privacy, Human Resources, and business stakeholders regarding appropriate configuration and use of collaboration and AI-enabled services.
- Promote effective, secure, and responsible adoption of approved productivity technologies.
- Evaluate emerging technologies using documented business benefit, user impact, security and privacy risk, support, integration, licensing, total cost, and implementation criteria.
Service Reliability, Incident, Problem, and Change Management- Establish service availability, performance, support, and recovery expectations for assigned technology services.
- Ensure assigned teams respond to incidents and requests according to approved priorities and service expectations.
- Serve as escalation point and incident leader for major infrastructure or digital workplace disruptions.
- Ensure production changes follow approved change-management requirements and review failed or high-risk changes.
- Maintain documented on-call, escalation, and emergency-response procedures.
Security, Risk, Compliance, and Resilience- Partner with Enterprise Security Services to incorporate security requirements into infrastructure and workplace technology decisions.
- Ensure assigned technologies are configured, monitored, and supported according to Trellis policies, standards, regulatory requirements, and contractual obligations.
- Support access reviews, privileged-access governance, security assessments, evidence collection, incident response, and audit activities.
- Promote secure configuration, network segmentation, least privilege, identity protection, logging, monitoring, and endpoint compliance.
Strategy, Projects, Vendors, and Financial Management- Translate business strategy, technical risk, lifecycle requirements, and employee needs into prioritized investment recommendations.
- Manage vendors, consultants, telecommunications providers, hardware suppliers, software publishers, and managed-service providers.
- Participate in contract, licensing, renewal, procurement, and statement-of-work reviews.
- Prepare budget forecasts, cost estimates, business cases, and variance explanations.
- Evaluate solutions based on business fit, security, supportability, architecture, licensing, lifecycle cost, and vendor risk.
Non-Essential Responsibilities- Support Information Technology vision, strategic direction, and future growth.
- Participate in cross-functional committees, working groups, and special projects.
- Represent Trellis in meetings with technology partners, auditors, service providers, and professional organizations.
Knowledge, Skills, and Abilities- Broad technical knowledge across server, cloud, identity, networking, endpoints, collaboration, security, backup, and service management.
- Ability to interpret architecture diagrams, technical standards, procedures, project plans, risk assessments, and vendor proposals.
- Ability to distinguish symptoms from root causes in complex, interdependent environments.
- Ability to make timely decisions with incomplete and evolving information.
- Strong written, verbal, presentation, facilitation, and negotiation skills.
- Ability to establish priorities across operational work, technical debt, projects, security remediation, and employee needs.
- Ability to manage concurrent activities while maintaining effective stakeholder communication.
- Ability to develop, document, implement, and enforce operational standards and procedures.
- Ability to build constructive relationships with employees, business leaders, auditors, vendors, consultants, and technical specialists.
- Ability to exercise sound judgment regarding risk, customer impact, cost, technical sustainability, and resource availability.
- Ability to participate in after-hours incident response and planned technology changes when required.
QualificationsEducation- Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Business Administration with an information technology concentration, or a related field.
- Experience beyond the minimum work-experience requirement may substitute for formal education on a year-for-year basis.
Preferred: None specified
ExperienceRequired
- Six years of progressively responsible information technology experience.
- Three years of supervisory, management, technical lead, or equivalent leadership responsibilities.
- Three years supporting enterprise infrastructure in a multi-site, hybrid, cloud, or comparably complex environment.
- Experience leading at least two of: server or cloud infrastructure, enterprise networking, endpoint engineering or desktop support, Microsoft 365 or collaboration services.
- Experience leading technical projects through planning, implementation, testing, transition, and operational support.
- Experience participating in incident response, change management, and disaster recovery.
- Experience managing vendors, consultants, licensing, and contracts.
Preferred:
- Experience directly managing server, network, and desktop or digital workplace teams.
- Experience in a regulated, audited, financial services, education services, or comparably controlled environment.
- Experience implementing or governing Microsoft Azure and Microsoft 365 services.
- Experience implementing and operating a VMware environment.
- Experience with Microsoft Copilot or other enterprise AI-enabled productivity capabilities.
- Experience with infrastructure automation, endpoint analytics, employee-experience monitoring, and self-service technology.
- Experience managing annual operating and capital budget responsibilities.
Licenses or CertificationsPreferred:
- Microsoft Azure.
- Microsoft 365.
- Microsoft Security.
- Cisco networking.
- VMware virtualization.
- Information Security related.
Work Environment- Work is performed in an office and/or approved remote-work environment.
- The office work environment is climate controlled with no substantial exposure to adverse environmental conditions.
- The position may require scheduled after-hours maintenance, participation in an on-call rotation, and support during incidents or disaster recovery exercises.
- Occasional travel may be required for training, projects, recovery exercises, or vendor engagements.
Physical and Mental Demands- When working in the office, occasionally must move about inside the office.
- Repetitive motion. Regularly operates a computer, phone, and general business equipment.
- Regularly communicates with employees and internal or external contacts by phone, virtually, or in person.
- Visual acuity. Must have visual acuity to review technical documentation, dashboards, logs, reports, and information in computer systems.
- Mental focus. Requires sustained concentration, analytical reasoning, sound judgment, and accurate oral and written communication.
- Must be able to maintain composure and exercise sound judgment during outages, security events, recovery situations, and other time-sensitive operational issues.
- Requires the ability to manage competing priorities and make decisions during high-impact or time-sensitive events.
- Must be able to participate in after-hours incident response, recovery events, or planned changes when required.
- Reasonable accommodation may be provided to enable qualified individuals to perform the essential functions.
Career Progression Opportunities- Director, Infrastructure & Digital Workplace Services
- Director, IT
Career progression opportunities may vary based on business needs, qualifications, performance, and organizational structure.
Compensation and BenefitsBase Salary: $123,037.00-$189,288.00 per year (commensurate with experience)
This position is also eligible for a corporate annual incentive, subject to the discretion and approval of the Board of Directors. Trellis offers a comprehensive benefits package that includes medical, dental, vision, and retirement plans, along with 12 paid holidays.
