Summary
The Network Infrastructure Manager leads Great HealthWorks' Network Operations and Telecommunications teams - System Administrators, Systems Engineers, Telecom Administrator, and Telecom Engineer/Architect - and carries direct technical accountability for the network, systems, and telecom environments the team supports. This includes firewalls and routing, server, storage, and virtualization infrastructure, as well as the Company's carrier, voice platform, and contact center stack.
This is a technical leadership position balanced with operational execution. The Infrastructure Manager serves as the primary owner of day-to-day operations and escalations, the main point of contact for business and IT stakeholders, and the driving force behind resolving complex technical issues. This role directly owns the operational layer while remaining hands-on enough to review designs, troubleshoot escalated issues, and lead through major incidents. Additionally, the role is responsible for instilling operational rigor-ensuring requirements discovery, runbooks, and post-change validation are seamlessly integrated into team workflows.
Key Responsibilities
Technical Leadership & Team Management
- Directly manage and mentor the Network Operations team (System Administrators, Systems Engineers) and Telecommunications team (Telecom Administrator, Telecom Engineer/Architect); set technical priorities and hold the team to a high bar on quality
- Stay close enough to the environment to review designs and configurations, unblock hard technical problems, and lead the team through major incidents, including voice platform and contact center architecture decisions
- Hire and retain strong technical talent, conduct performance reviews, and manage staffing and on-call coverage for a 24/7 environment
Operational Leadership & Stakeholder Management
- Serve as the primary day-to-day operational and escalation owner for Network Operations and Telecommunications - the first point of accountability when something breaks or a decision is needed
- Own communication with business and IT stakeholders on service health, incidents, and project status, serving as a transparent, trusted advisor to leadership.
- Translate technical issues into business impact, risk, and next steps for non-technical stakeholders and leadership
- Drive issue ownership and follow-through, ensuring every open issue has a clear owner, mitigation plan, and target resolution timeline.
- Coordinate across IT, vendors, and business teams to keep cross-functional work and vendor commitments moving
- Maintain visibility into service health, aging issues, recurring problems, and operational risk, and surface it proactively rather than waiting to be asked
- Define and apply clear criteria for what gets escalated to IT leadership versus what this role is expected to own and resolve independently
Network, Systems & Security Operations
- Own network security (firewall), routing and switching, EDR, and DNS filtering
- Own enterprise storage (Nimble, QNAP, Quantum), XCP-NG virtualization, Windows and Linux server administration (Linux-heavy), Active Directory, and Okta
- Own Microsoft 365 administration and build out the team's SharePoint administration capability
- Own AWS, Cloudflare, and integration of the broader SaaS footprint, plus server backup and disaster recovery
- Maintain PCI compliance across in-scope systems, ensure SLAs are met, and drive capacity planning and script/automation practices across the team
Telecommunications Operations
- Own operation of the Company's custom-built phone system, voice and data carrier services, and the contact center platform (e.g., NICE InContact/CXone), including the design and engineering work done by the Telecom Engineer/Architect
- Manage carrier relationships, SLAs, and invoicing; monitor the telecom service ticket queue (InvGate) and drive escalations to resolution
- Ensure telecom integrations (contact center, voice platform, speech IVR, SMS) stay supported and issues are triaged quickly
Planning, Documentation & Vendor Management
- Scope infrastructure and telecom projects up front - gather real requirements, build workable schedules, and keep initiatives on track
- Require runbooks for recurring operational and change work, and a validation step after major changes, so outcomes are confirmed and documented rather than assumed
- Manage vendor and carrier relationships and contracts, build business cases for technology investments, and own the network/systems/telecom budget
Qualifications
- Bachelor's Degree in Computer Science, Information Technology, or related field, or equivalent hands-on experience
- 5+ years of progressive, hands-on experience in IT infrastructure, network, systems, or telecommunications
- 3+ years leading or mentoring technical staff
- Experience scoping and running technical projects - gathering requirements and managing timelines - without a dedicated PM function
- Experience as the primary operational and escalation owner for a technical team, including regular communication with non-technical business stakeholders
- Strong understanding of ITIL and formal change management
Knowledge, Skills and Abilities
- Deep, current technical knowledge of networking (OSI, TCP/IP, routing/switching), firewalls, and identity platforms (Active Directory, Okta)
- Hands-on experience with Windows and Linux administration, enterprise storage (Nimble/QNAP/Quantum), and virtualization (XCP-NG or equivalent)
- Experience with AWS, Cloudflare, Microsoft 365, and integrating a broad SaaS footprint; SharePoint administration a plus
- Experience with carrier/telecom management, contact center platforms, and PCI compliance
- Scripting and automation fluency (e.g., Python, PowerShell, Bash, Ansible)
- Able to scope, document, and validate work without losing technical credibility with a highly technical team
- Strong ability to translate technical issues into business impact, risk, and next steps for non-technical audiences and leadership
- Proven stakeholder management and cross-functional coordination skills across IT, vendors, and business teams
- Excellent leadership and communication skills; highly self-motivated, detail-oriented, and comfortable working hands-on when needed
Physical Demands and Work Environment
While performing duties of job, incumbent is occasionally required to:
- May include local and out-of-town travel depending on business needs.
- Operate in a professional office environment.
- Constantly use work-related equipment.
- Occasionally lift and/or move up to 25 pounds.
- Sit for extended periods of time (up to 10 hours per day).
- Lift files, open filing cabinets and bend or stand, as necessary.
- Ability to work regular, full-time schedule, Monday through Friday with the flexibility to work additional hours depending on business demands.
Note: This job description is not totally inclusive nor it is designed to cover or contain a complete comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
