We are looking for a strategic and hands-on IT Infrastructure Manager to lead our end-to-end technology operations. You will be responsible for the stability, security, and scalability of our entire stack-from desktop support and networking to hybrid cloud server environments. Your mission is to move beyond keeping the lights on by driving service excellence, robust governance, and continuous operational improvement.
Key Responsibilities
- Operational Leadership: Oversee comprehensive infrastructure and support operations, covering desktop, network, server (Windows/Linux), and AWS cloud environments.
- Service Governance: Define and manage SLAs, escalation workflows, and reporting cadences to ensure high service availability and user satisfaction.
- Strategic Roadmap: Develop and execute an operational improvement roadmap focused on standardizing systems and increasing infrastructure resilience.
- Vendor & Stakeholder Management: Act as the primary point of contact for external vendors and coordinate with internal application teams to resolve performance bottlenecks.
- Quality & Compliance: Drive the completion of technical documentation, including runbooks and disaster recovery plans, ensuring all systems meet security and quality standards.
- Resource Oversight: Lead and mentor the support team (L1/L2) to ensure professional development and efficient ticket resolution.
Required Skills & Experience
- Infrastructure Breadth: Deep technical understanding of M365, AWS, Networking, and Data Center operations.
- Governance Expertise: Proven experience establishing ITIL-based processes, SLAs, and incident management frameworks.
- Project Management: Ability to lead infrastructure projects, migrations, and standardization initiatives from conception to completion.
- Vendor Management: Strong track record of managing third-party service providers and contract performance.
- Leadership: Excellent communication skills with the ability to bridge the gap between technical teams and executive leadership.
Preferred Qualifications
- 7+ years of experience in IT Infrastructure, with at least 2 years in a leadership/management role.
- Certifications such as ITIL Foundation, PMP, or senior-level technical certs (AWS/Microsoft).
- Experience managing hybrid-cloud budgets and cost optimization.
