The PositionThe ITIL Infrastructure and Support Manager ("Manager") oversees a team that delivers and maintains IT services aligned with ITIL (Information Technology Infrastructure Library) best practices in a Microsoft and Atlassian environment. This role manages IT infrastructure and support operations, leveraging Microsoft technologies (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence) to support incident management, problem management, change management, and service desk functions.
Duties & Responsibilities
Program Management
- Collaborate with a team of IT professionals, including the Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician, in support of the Association.
ITIL Process Oversight
- Oversee the implementation and execution of ITIL processes, including Incident Management, Problem Management, Change Management, Service Asset and Configuration Management, and Service Desk operations, using Jira for workflow tracking and Confluence for documentation.
- Act as a Process Owner or Manager for key ITIL processes, ensuring adherence to best practices and organizational policies.
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) using Jira dashboards and Microsoft Power BI for analytics.
Infrastructure and Support Management
- Ensure the reliability, availability, and performance of IT infrastructure, including Microsoft Azure cloud services, Microsoft 365 applications, Windows Server environments, and Active Directory, with contributions from the Senior Systems Administrator and Systems Engineer II.
- Manage major incident resolution and root cause analysis for recurring issues, using Azure Monitor and Microsoft Endpoint Manager for diagnostics.
Change and Release Management
- Oversee the change management process in Jira to assess, approve, and implement IT infrastructure changes with minimal disruption, involving the Systems Engineer II for technical implementation.
Service Desk Leadership
- Manage service desk operations, with the Desktop Support & Infrastructure Technician handling frontline support and using Jira Service Management for ticketing and user requests
- Implement strategies to improve first call resolution rates and user satisfaction for Microsoft 365 and other enterprise applications.
Collaboration with Security Architect
- Partner with the Security Architect to ensure IT infrastructure and support operations comply with organizational security policies and industry standards.
Continuous Improvement
- Identify opportunities to optimize ITIL processes and infrastructure operations through automation using Microsoft Power Automate, Azure Automation, or Atlassian integrations, collaborating with the Senior Systems Administrator and Systems Engineer II.
Stakeholder Collaboration
- Work with business units, vendors, the Security Architect, and other IT teams to align IT services with organizational needs, using Confluence for collaboration and Microsoft Teams for communication.
Qualifications
- Should have 60 or more credits towards a degree.
- 5+ years of IT service management experience, including at least 2 years in a leadership role overseeing technical staff such as systems administrators, engineers, or support technicians.
- Microsoft certifications (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator) are a plus.
- Atlassian certifications (e.g., Jira Administrator, Confluence Administrator) are desirable.
- Proven experience implementing ITIL processes in a Microsoft-centric environment (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence, Jira Service Management).
- Familiarity with collaborating on security initiatives, preferably with a Security Architect or similar role.
- Strong team management skills, with experience managing diverse IT roles such as Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician.
- Deep understanding of ITIL framework and its application within Microsoft and Atlassian ecosystems.
- Proficiency in Microsoft tools (Azure, Microsoft 365, Power BI, Power Automate, Azure DevOps, Excel) and Atlassian tools (Jira, Confluence, Jira Service Management).
- Ability to collaborate effectively with security professionals to implement secure IT practices.
- Analytical mindset focused on problem-solving and process improvement.
- Effective communication and stakeholder management skills, with experience using Microsoft Teams and Confluence for collaboration.
Navy Mutual offers a comprehensive total rewards package to include competitive compensation and benefit programs. Information on these benefit programs is available here: 2027 Benefits Guide.
This position has an annualized market-based grade range of $115,822 (min) - $147,673 (mid) and is eligible to participate in the Association's bonus program. The final salary (or hourly rate) offered will generally fall within this range. Multiple factors are taken into consideration to arrive at the compensation package offered to the selected candidate. Factors include, among others, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.
