Infrastructure & Tech Support Manager

The Role is responsible for the reliability, security, and resilience of the organization’s IT infrastructure and information assets. This role leads to day-to-day infrastructure operations and ensuring systems are available, secure, compliant, and aligned with business objectives. The position partners with technology leadership, business stakeholders, vendors, and regulators to manage risk while enabling growth.

JOB RESPONSIBILITIES/MAIN FUNCTIONS

IT Infrastructure and Tech-Support Management

• Own and oversee enterprise IT infrastructure, including networks, servers, endpoints, cloud services, identity platforms, and core enterprise systems.
• Ensure high availability, performance, scalability, and operational stability of production systems.
• Lead infrastructure lifecycle management, including architecture design, upgrades, patching, capacity planning, and decommissioning.
• Manage third-party technology providers and MSPs to ensure service levels, security controls, and contractual obligations are met.
• Establish and maintain infrastructure standards, documentation, and operational runbooks.
• Lead the organization’s infrastructure security program, including policies, standards, and controls.
• Identify, assess, and mitigate risks across infrastructure, applications, vendors, and users.
• Oversee Infra monitoring, incident response, investigation, and remediation activities.
• Manage identity and access controls, endpoint security, and vulnerability management.
• Serve as a key point of contact for security incidents, audits, and regulatory inquiries.

Compliance & Governance

• Support compliance with applicable regulatory, legal, and contractual requirements (e.g., financial services, privacy, and security frameworks).
• Coordinate internal and external audits, security assessments, and penetration testing.
• Ensure documentation and evidence are maintained to support audits and examinations.

Operational Leadership

• Lead and mentor infrastructure and tech-Support team, providing technical guidance and performance management.
• Prioritize work based on risk, business impact, and strategic goals.
• Partner with application, data, and business teams to design secure, reliable technology solutions.
• Provide regular reporting on infrastructure health, security posture, incidents, and risk trends to technology leadership.
• Manage Global Tech Support Team and work closely with Tech Support Supervisors.

JOB REQUIREMENTS (EDUCATION, EXPERIENCE, SKILLS, AND CAPABILITIES)

• Bachelor’s degree in information technology, Computer Science or a related field (or equivalent experience).
• Demonstrated experience managing IT infrastructure and information security in a regulated or enterprise environment.
• Strong knowledge of networking, operating systems, cloud platforms, identity management, and security controls.
• Experience with MS Azure is required.
• Experience with incident response, vendor management, and audit support.
• Ability to translate technical risk into clear business impact for non-technical stakeholders.
• Risk-based decision making.
• Strong operational discipline.
• Clear written and verbal communication.
• Leadership and accountability.
• Ability to operate calmly and decisively during incidents.
• Fluent in English and Spanish.

PREFERED QUALIFICATIONS

• Industry certifications such as CompTIA Network , Azure Administrator (AZ-104), Security ,
• VMware, VCPCISSP, CISM, CISA, CCSP, or relevant infrastructure certifications.
• Experience in financial services or other highly regulated industries.
• Hands-on experience with cloud security, zero-trust architectures, and modern endpoint management.

Reporting & Collaboration

• Reports to: Chief Technology Officer
• Works closely with: IT Operations, Application Teams, Business Leadership, Compliance, Legal, and External Vendors