What are the responsibilities and job description for the IT Infrastructure and User Support Manager position at On Cue Hire?
IT Infrastructure & User Support Manager
Full-Time | Onsite in Midtown Manhattan | National Broadcast Media Organization
On Cue Hire’s client, a leading national broadcast media organization, is seeking an IT Infrastructure and User Support Manager to oversee technology operations and end-user support across multiple studio and corporate locations. This individual will lead a multi-disciplinary team and ensure secure, reliable, and high-performing systems in a fast-paced 24/7 live broadcast environment where uptime and responsiveness are essential.
Key Responsibilities
Infrastructure & Systems
- Oversee the design, maintenance, and performance of network, server, and systems infrastructure across multiple offices and studio environments.
- Manage system uptime, network performance, storage, and capacity planning across on-premises and cloud environments.
- Lead disaster recovery and business continuity planning for mission-critical systems.
- Evaluate and implement technology solutions that improve scalability, redundancy, and security.
User Support & Service Desk
- Manage the IT helpdesk and end-user support teams, ensuring timely and effective resolution of technical issues.
- Oversee ticket management, service workflows, SLAs, and escalation practices using enterprise service management tools.
- Identify recurring issues and implement long-term improvements and automation where possible.
- Oversee configuration, deployment, lifecycle management, and security compliance for desktop, mobile, and workstation devices.
Leadership & Team Management
- Lead, mentor, and develop a team of 10 direct reports including IT Support Technicians, Systems Engineers, and Network Engineers.
- Manage workload distribution, on-call rotations, and escalation support for after-hours incidents.
- Conduct regular 1:1s, performance reviews, and team meetings to maintain clarity of expectations and accountability.
- Foster a culture of collaboration, problem-solving, and customer service excellence.
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 7 years of progressive IT experience, including 5 years in IT leadership in infrastructure and support environments.
- Must have managed teams of 10 direct reports across multiple IT disciplines.
- Experience overseeing multi-site IT operations in a fast-paced, 24/7 environment.
- Media industry experience highly preferred — or experience in another highly deadline-driven, 24/7 operational environment (broadcast, news, live events, healthcare, logistics, financial trading, etc.).
- Strong technical knowledge of Windows Server, Active Directory, Office 365, VMware virtualization, and enterprise networking (Cisco).
- Experience with disaster recovery planning, system monitoring, and IT service management frameworks (ITIL).
- Excellent communication, leadership, and prioritization skills with the ability to influence at all levels of the organization.
- Must be able to work onsite in Midtown Manhattan, Monday–Friday.