Information Technology Infrastructure Manager
- Manage all day-to-day operations for IT infrastructure and end user devices (servers, networks, PCs, cell phones, 8x8 phones)
- Tiered response to support channels
- Maintain documentation on all systems
- Lead disaster recovery efforts
- Maintain established partner relationships for support of co-managed infrastructure
- Act as final escalation for issues needing raised outside the Technology Support Team
- Escalate to senior IT leadership when necessary
- Lead the Technology Support Team members including:
- Training, coaching and development
- Goal and expectation setting
- Maintain appropriate coverage and scheduling of tiered support channels
- Annual strategic and tactical planning
- Review and manage cybersecurity threats, incidents, and investigations
- Help establish and maintain the cybersecurity playbook
- Escalate to senior IT leadership when necessary
- Develop, refine, and implement IT best practice policies and procedures
- Work towards standardization
- Maintain disaster recovery and business continuity standards
- Assist with compliance documentation
- Improve workflows and operational efficiency
- Conduct regular system access audits
- Serve as Project Manager for IT projects and initiatives
- Collaborate with stakeholders
- Communicate objectives and report on progress
- Partner with all IT teams/team members to achieve our Vision and Mission
- Provide assistance when needed
- Be an excellent steward of money
- Focus on value of investments
- Recommend cost savings when possible
- Commitment to ongoing personal and professional development through training, coaching, and/or mentoring
- Other duties as assigned.
- College diploma or university degree in the field of computer science [or equivalent field] and/or [8] years equivalent work experience
- Expertise in troubleshooting, supporting, and maintaining:
- Microsoft Office 365
- Microsoft Windows PC operating systems
- WAN/LAN networks
- Proficient working knowledge of VLANs
- Hybrid Active Directory/Entra
- Strong background using cybersecurity solutions and processes
- Proven experience managing an IT team
- Experience working in a team-oriented, collaborative environment
- Experience establishing process and procedures
- Project management experience in:
- Implementing projects
- Decision-making
- Coordinating complex initiatives
- Willingness to work different shifts or weekends for project implementations
- Willingness to provide afterhours on-call support on rotation
- Commitment to quality, high work standards, and confidentiality
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Highly self-motivated and directed
- System Administration, Microsoft o365 Administration, and/or Network Administration certifications
- ZenDesk ticket system experience (or similar)
- NinjaOne RMM experience (or similar)
- Experience with cybersecurity solutions (EDR, MDR, XDR, SOC, SIEM, ZTNA)
- Experience with Cybersecurity Maturity Model Certification (CMMC)
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as servers, network switches, computers and peripherals
- Occasional travel by automobile and/or aircraft
- Ability to maintain charge account for business expenses
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