What are the responsibilities and job description for the IT Manager position at Inside Higher Ed?
The IT Manager, Infrastructure & Systems Operations is responsible for the day-to-day management, support, and reliability of the university’s core IT infrastructure environment. This includes servers, cloud resources, storage, identity services, system monitoring, and related backend systems that support institutional operations.
Reporting to the Sr. Director of Infrastructure, this role ensures stable, secure, and high-performing infrastructure services across the organization. The position provides hands-on technical leadership, oversees infrastructure support staff and vendors, and ensures timely resolution of operational issues.
This role is focused on execution, operational stability, and technical oversight in a complex higher education IT environment.
Essential Duties And Responsibilities
Infrastructure Operations & Reliability (30%) Manage daily operations of core IT infrastructure including servers, storage, virtualization, and cloud environments
Ensure high availability, performance, and reliability of backend systems
Oversee system monitoring, alerting, patching, and maintenance activities
Coordinate infrastructure troubleshooting and incident resolution
Maintain operational standards and configuration consistency
Systems Administration & Backend Services (20%) Oversee administration of core infrastructure services including identity, directory services, and authentication systems
Support configuration, maintenance, and optimization of backend platforms
Ensure system documentation is current and accurate
Provide technical escalation support for infrastructure-related issues
Incident Management & Operational Support (15%) Serve as escalation point for infrastructure incidents and outages
Ensure timely response, resolution, and communication during service disruptions
Coordinate root cause analysis and corrective actions
Support ITIL-based incident and problem management processes
Infrastructure Team & Vendor Coordination (15%) Supervise technical staff and/or contractors supporting infrastructure operations
Assign work, manage priorities, and ensure timely task completion
Coordinate with external vendors for infrastructure hardware, cloud, and support services
Monitor vendor performance and service delivery commitments
Systems Maintenance & Lifecycle Management (10%) Manage patching, upgrades, and lifecycle replacement for infrastructure systems
Ensure systems remain secure, supported, and compliant with standards
Plan and execute maintenance activities with minimal business disruption
Track hardware and software lifecycle status
Enterprise Systems Support & Integration (5%) Support connectivity and integration between infrastructure systems and enterprise applications
Troubleshoot system connectivity and data flow issues
Collaborate with application teams to ensure reliable backend services
Documentation & Process Improvement (5%) Maintain infrastructure documentation, diagrams, and operational procedures
Improve operational processes for efficiency, reliability, and consistency
Support cross-training and knowledge sharing within IT infrastructure team
Professional Development & Technical Currency (5%) Maintain knowledge of infrastructure technologies, cloud platforms, and system tools
Stay current on industry best practices for IT operations and infrastructure management
Continuously develop technical and operational skillsMINIMUM QUALIFICATIONS
Education
Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field required
Equivalent combination of education and relevant experience consideredExperience
5 years of experience in IT infrastructure, systems administration, or operations support
2–3 years of experience supervising technical staff or contractors preferred
Hands-on experience supporting servers, storage, virtualization, and/or cloud environments
Experience in production IT support or operations environment required
Higher education or complex enterprise environment experience preferredKNOWLEDGE, SKILLS & ABILITIES
Strong understanding of IT infrastructure, systems administration, and backend operations
Experience with production support, incident management, and troubleshooting
Ability to manage multiple operational priorities in a fast-paced environment
Strong communication skills with technical and non-technical stakeholders
Ability to coordinate across IT teams and external vendors
Strong analytical and problem-solving skillsTECHNICAL SKILLS
Experience with Windows and/or Linux server environments
Familiarity with cloud infrastructure (AWS, Azure, or hybrid environments)
Understanding of virtualization platforms (e.g., VMware or similar)
Experience with identity and directory services (e.g., Active Directory)
Experience with ITSM/ticketing systems
Scripting or automation experience preferredSUPERVISION
Direct supervision of infrastructure support staff and/or contractors (typically 1 FTE equivalent)
Responsible for task assignment, workload management, and performance oversight
Reports to Sr. Director of InfrastructureFINANCIAL RESPONSIBILITY
Supports infrastructure operations budgeting and procurement activities
Provides input into hardware, software, and cloud service purchasing decisionsWORK ENVIRONMENT
Standard IT operations environment
Occasional work in data center or infrastructure facilities
Minimal physical requirements
Occasional after-hours support required for maintenance or incident responseDECISION-MAKING
Makes operational decisions related to infrastructure support and system stability
Escalates strategic or high-impact issues to Director of Infrastructure
Responsible for execution within defined operational standards and policiesINTERPERSONAL RELATIONSHIPS
Infrastructure and systems operations team
IT service desk and support teams
Application and integration teams
External infrastructure vendors and service providers
IT leadership and operations managementThe hiring salary range for this position is $110,000.00 - $120,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.
Application Information
If you have problems with online submission, please call 518-608-8238.
Excelsior University offers competitive compensation and a generous benefits package that includes paid time off, retirement, and excellent health insurance. Interested candidates should submit a letter of application, resume, and the names of three professional references. Please submit requested information by clicking the Apply Now button on this page.
Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.
AA/EOE/ADA
Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.
Reporting to the Sr. Director of Infrastructure, this role ensures stable, secure, and high-performing infrastructure services across the organization. The position provides hands-on technical leadership, oversees infrastructure support staff and vendors, and ensures timely resolution of operational issues.
This role is focused on execution, operational stability, and technical oversight in a complex higher education IT environment.
Essential Duties And Responsibilities
Infrastructure Operations & Reliability (30%) Manage daily operations of core IT infrastructure including servers, storage, virtualization, and cloud environments
Ensure high availability, performance, and reliability of backend systems
Oversee system monitoring, alerting, patching, and maintenance activities
Coordinate infrastructure troubleshooting and incident resolution
Maintain operational standards and configuration consistency
Systems Administration & Backend Services (20%) Oversee administration of core infrastructure services including identity, directory services, and authentication systems
Support configuration, maintenance, and optimization of backend platforms
Ensure system documentation is current and accurate
Provide technical escalation support for infrastructure-related issues
Incident Management & Operational Support (15%) Serve as escalation point for infrastructure incidents and outages
Ensure timely response, resolution, and communication during service disruptions
Coordinate root cause analysis and corrective actions
Support ITIL-based incident and problem management processes
Infrastructure Team & Vendor Coordination (15%) Supervise technical staff and/or contractors supporting infrastructure operations
Assign work, manage priorities, and ensure timely task completion
Coordinate with external vendors for infrastructure hardware, cloud, and support services
Monitor vendor performance and service delivery commitments
Systems Maintenance & Lifecycle Management (10%) Manage patching, upgrades, and lifecycle replacement for infrastructure systems
Ensure systems remain secure, supported, and compliant with standards
Plan and execute maintenance activities with minimal business disruption
Track hardware and software lifecycle status
Enterprise Systems Support & Integration (5%) Support connectivity and integration between infrastructure systems and enterprise applications
Troubleshoot system connectivity and data flow issues
Collaborate with application teams to ensure reliable backend services
Documentation & Process Improvement (5%) Maintain infrastructure documentation, diagrams, and operational procedures
Improve operational processes for efficiency, reliability, and consistency
Support cross-training and knowledge sharing within IT infrastructure team
Professional Development & Technical Currency (5%) Maintain knowledge of infrastructure technologies, cloud platforms, and system tools
Stay current on industry best practices for IT operations and infrastructure management
Continuously develop technical and operational skillsMINIMUM QUALIFICATIONS
Education
Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field required
Equivalent combination of education and relevant experience consideredExperience
5 years of experience in IT infrastructure, systems administration, or operations support
2–3 years of experience supervising technical staff or contractors preferred
Hands-on experience supporting servers, storage, virtualization, and/or cloud environments
Experience in production IT support or operations environment required
Higher education or complex enterprise environment experience preferredKNOWLEDGE, SKILLS & ABILITIES
Strong understanding of IT infrastructure, systems administration, and backend operations
Experience with production support, incident management, and troubleshooting
Ability to manage multiple operational priorities in a fast-paced environment
Strong communication skills with technical and non-technical stakeholders
Ability to coordinate across IT teams and external vendors
Strong analytical and problem-solving skillsTECHNICAL SKILLS
Experience with Windows and/or Linux server environments
Familiarity with cloud infrastructure (AWS, Azure, or hybrid environments)
Understanding of virtualization platforms (e.g., VMware or similar)
Experience with identity and directory services (e.g., Active Directory)
Experience with ITSM/ticketing systems
Scripting or automation experience preferredSUPERVISION
Direct supervision of infrastructure support staff and/or contractors (typically 1 FTE equivalent)
Responsible for task assignment, workload management, and performance oversight
Reports to Sr. Director of InfrastructureFINANCIAL RESPONSIBILITY
Supports infrastructure operations budgeting and procurement activities
Provides input into hardware, software, and cloud service purchasing decisionsWORK ENVIRONMENT
Standard IT operations environment
Occasional work in data center or infrastructure facilities
Minimal physical requirements
Occasional after-hours support required for maintenance or incident responseDECISION-MAKING
Makes operational decisions related to infrastructure support and system stability
Escalates strategic or high-impact issues to Director of Infrastructure
Responsible for execution within defined operational standards and policiesINTERPERSONAL RELATIONSHIPS
Infrastructure and systems operations team
IT service desk and support teams
Application and integration teams
External infrastructure vendors and service providers
IT leadership and operations managementThe hiring salary range for this position is $110,000.00 - $120,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.
Application Information
If you have problems with online submission, please call 518-608-8238.
Excelsior University offers competitive compensation and a generous benefits package that includes paid time off, retirement, and excellent health insurance. Interested candidates should submit a letter of application, resume, and the names of three professional references. Please submit requested information by clicking the Apply Now button on this page.
Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.
AA/EOE/ADA
Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.
Salary : $110,000 - $120,000