INFRATRUCTURE TEAM SUPERVISOR

Infrastructure Team Supervisor – Job Description 
The Infrastructure Team Supervisor directly supervises Systems and Network Administrator staff and oversees core infrastructure operations, including servers, storage, virtualization, and network services. Actively carries out supervisory responsibilities as a member of the Information Systems and Technology Department. Supports the Manager of Network Communications in fostering a secure, resilient, and high-performing infrastructure environment. Oversees daily assignments and follow-up of infrastructure-related tasks, projects, and incident response. Coordinates daily, weekly, and monthly work assignments for infrastructure staff and summarizes activity for weekly IS&T Management Meetings. Conducts performance reviews for Systems and Network Administrator staff, approves timesheets, PTO requests, etc., and participates in the on-call rotation for nights and weekends.

Manages infrastructure-related tickets and requests through the Footprints system by triaging and assigning to appropriate staff. Ensures SLAs are met or exceeded and escalates issues as appropriate to maintain system uptime and performance. Provides monthly status reports at Department Meetings. Tracks trends to proactively identify and prevent system outages or performance degradation. Routinely enhances monitoring and alerting tools to streamline operations and improve visibility into infrastructure health. In collaboration with the Networking and Communications Manager and the Director of IS&T, maintains a robust and organized inventory of infrastructure assets and ensures lifecycle planning for servers, storage, and network hardware.

Works with systems, networking, and security experts to support complex issues related to server infrastructure, virtualization platforms, storage systems, network architecture, firewalls, and enterprise applications. Performs other job-related duties as required or assigned.

ESSENTIAL FUNCTIONS OF POSITION
•    Supervise Systems and Network Administrator staff and infrastructure operations.
•    Directly manage team workload, personnel, projects, planning, reporting, and training.
•    Lead the infrastructure team in daily morning huddles.
•    Step in to perform tasks when staff are unavailable to ensure continuity.
•    Assign tasks and projects based on the IS&T Operating Plan.
•    Manage infrastructure-related tickets through ITSM tools; triage, assign, and escalate.
•    Manage ticket lifecycle in accordance with SLAs and SOPs.
•    Establish and maintain SLAs for infrastructure services.
•    Oversee support functions; ensure requests/incidents are prioritized and resolved.
•    Monitor SLA performance; leverage scripting to automate tasks.
•    Review performance reports to identify proactive initiatives.
•    Manage escalated issues and troubleshooting efforts.
•    Perform remote and on-site diagnostics.
•    Analyze, test, implement, configure, monitor, and support complex technologies.
•    Maintain inventory of hardware, software, licensing, and service agreements.
•    Define architecture and technology standards to optimize performance.
•    Participate in long-term strategy, proof of concept, and capacity planning.
•    Maintain network security configuration for servers and virtual hosts.
•    Provide structure and guidelines for operations, including change management.
•    Support Microsoft Entra services (Exchange Online, SharePoint, Teams, OneDrive).
•    Stay abreast of emerging technologies and evolving needs.
•    Assist in infrastructure standardization and technology reviews.
•    Propose and implement changes to security procedures/policies.
•    Monitor enterprise security environment and potential risks.
•    Collaborate with Information Security experts to enforce compliance.
•    Implement risk mitigation to resolve vulnerabilities.
•    Participate in project meetings as a technical resource and lead.
•    Manage infrastructure projects as assigned.
•    Contribute to the annual IS&T Operating Plan.
•    Develop and maintain documentation for responsibilities and procedures.
•    Act as primary contact/escalation for area of expertise.
•    Prepare monthly status reports and operational metrics.
•    Maintain documentation for infrastructure operations, standards, and training materials.

POSITION REQUIREMENTS

Educational Requirements Bachelor’s degree in Information Technology or related field preferred.

Licensure, Certification, and Registration CompTIA Server , Microsoft Certified, ITIL, VMware Certified Professional, and Certified Information Systems Security Professional (CISSP) or equivalent certifications preferred.

Work Orientation and Experience
•    5 years of experience in IT infrastructure operations, including 3 years in a supervisory role
•    Experience in healthcare IT environments and familiarity with HIPAA regulations preferred. 
•    Experience supporting Microsoft 365 environments
•    Experience in healthcare IT environments preferred
•    Excellent leadership, communication, and problem-solving skills. Advanced skills in diagnosing and resolving infrastructure issues
•    Daily/weekly follow-up on team assignments
•    Strong analytical and problem-solving skills
•    Professional demeanor and customer service orientation
•    Excellent oral and written communication
•    High initiative, self-direction, and accountability
•    Strong organizational skills
•    Proactive in identifying and resolving infrastructure risks
•    Support IS&T Department during critical projects, downtimes, and upgrades
•    Develop and maintain infrastructure policies and procedures
•    Microsoft Windows Workstation Operating Systems
•    VMware host and virtual machines.
•    IT help desk and asset management Solutions
•    Microsoft Windows Server technologies including Active Directory, Exchange, Office and Outlook.
•    Cyber security technologies: SIEM, endpoint security, threat intelligence, and cyberattack response services. 
•    Enterprise backup solution
•    Meditech EMR Magic and Expanse
•    Meditech and other supported software
•    Remote desktop and network monitoring software.
•    Office equipment: laptops, printers, scanners, fax, mobile devices, etc…
•    Strong expertise in Microsoft 365, Windows Server, VMware, networking (Cisco, Palo Alto, HP/Aruba), and enterprise backup solutions
Knowledge, Skills and Abilities
•    Ability to communicate effectively, both orally and in writing.
•    Ability to monitor and notice system trends daily.
•    Ability to support desktop computers, printers, network equipment, phones, software deployment and workstation security updates.
•    Strong understanding of PC/laptop hardware and operating systems.
•    Ability to create and maintain reports.
•    Ability to troubleshoot user-related issues and communicate resolution.
•    Ability to follow policy and procedures, HIPAA and government regulatory guidelines.
•    Ability to perform other related duties as assigned.
•    Ability to lift up to 50 pounds and participate in on-call rotation. 
•    Supporting the Information Systems & Technology Department during critical projects, downtimes and upgrades.
•    Develops and maintains policies and procedures.

REPORTING RELATIONSHIPS

Supervision Received Reports to the Manager of Network Communications

Supervision Exercised Supervise the Infrastructure Team