Systems & Infrastructure Support Lead

General Summary

This is a leadership position responsible for ensuring the health, reliability, and performance of OwnersEdge’s internal systems, infrastructure, and IT support functions. While the role does not currently have direct reports, it is structured with the expectation of growing into a team leadership position as the IT function expands. The person in this role is accountable for the full operation of internal technology systems. This includes managing core infrastructure, supporting cloud and on-premise services, serving as a technical escalation point, and coordinating with our managed service provider (MSP). The role is expected to maintain stable and secure systems, lead troubleshooting and maintenance, and contribute to improving the overall reliability and responsiveness of IT services.

Specific Duties and Responsibilities

· Take full ownership of internal systems and infrastructure, including Azure, Microsoft 365, Windows servers, endpoints, backups, and device management

· Monitor system performance and health using infrastructure tools; proactively address issues to avoid downtime or service interruptions

· Serve as the lead escalation point for support tickets beyond Tier 1; troubleshoot and resolve more advanced or systemic technical issues

· Perform patching, software updates, hardware refreshes, and other maintenance tasks across the technology environment

· Maintain backup systems and recovery procedures, including testing of Veeam or similar tools to ensure readiness and restore capabilities

· Manage Microsoft Intune, Active Directory, Group Policy, and endpoint settings for configuration, compliance, and user support

· Ensure systems are documented clearly, including network diagrams, recovery processes, standard operating procedures, and configuration records

· Coordinate with our MSP to ensure shared support responsibilities are being fulfilled and that performance meets expectations

· Contribute to IT infrastructure projects, including planning and implementing system upgrades, migrations, and new service deployments

· Work alongside the IT Operations & Project Manager to support change control, onboarding, ticket triage, and resolution processes

· Collaborate with cybersecurity roles to apply secure configurations and respond to vulnerabilities or threats

· Support new hire onboarding by preparing equipment, accounts, and initial configuration; ensure smooth handoffs and readiness

· Provide internal guidance and set a high standard for support quality, documentation, and operational follow-through

· Look for opportunities to improve systems, tools, and processes; recommend changes based on observed patterns or recurring issues

· Administer and support networked printers and multifunction devices, including installation, configuration, print server settings, user access, and regular maintenance

· Provide Tier 2 support for key third-party software platforms in use across the company (e.g., ERP systems, CRM tools, business applications), including account issues, performance troubleshooting, vendor coordination, and routine updates

Work Location

Waukesha, WI, with occasional travel to Wisconsin and Midwest offices as needed

On-Call Requirements

While not part of a regular on-call rotation, this role may require occasional after-hours availability for emergency support or scheduled maintenance work

Minimum Qualification (Education and Experience)

·  Bachelor or associate degree in computer science, Information Systems, or a related field, or equivalent professional experience

·  Five or more years of hands-on experience supporting infrastructure environments, including cloud and on-premise systems

· Proficiency with Microsoft 365 administration (Exchange, Teams, SharePoint), Azure AD, Windows Server, and endpoint management

· Experience managing backups and disaster recovery with Veeam or a similar platform

· Ability to troubleshoot and resolve issues involving user devices, servers, printers, permissions, and system availability

· Familiarity with patching tools, endpoint deployment tools, scripting (such as PowerShell), and routine maintenance operations

· Experience working with or alongside an MSP or third-party support provider

· Strong organizational and communication skills; able to manage time and priorities with minimal supervision

Preferred Qualifications

· Microsoft Azure Administrator Associate certification or equivalent credentials

· Familiarity with virtualization platforms such as VMware or Hyper-V

· Experience leading small projects or contributing to larger IT initiatives

· Working knowledge of basic networking, such as DNS, DHCP, VPNs, and firewall access

·  ITIL Foundation certification or exposure to formal service management processes

Knowledge, Skills, and Abilities

· Ability to own and follow through on technical responsibilities without daily oversight

· Practical understanding of systems and infrastructure across a mid-sized environment

· Solid problem-solving and diagnostic skills, with attention to detail

· Strong customer service orientation, with patience and professionalism in supporting end users

· Comfortable writing documentation and keeping records of system setups, maintenance steps, and configuration changes

· Able to manage several ongoing responsibilities and shift between support, maintenance, and project work

· Willingness to adapt to change, learn new systems, and help implement improvements across the IT environment

Essential Job Functions

·30% – Monitor, maintain, and troubleshoot internal systems and services

·25% – Perform patching, backups, and other infrastructure maintenance

·15% – Document systems, coordinate with vendors, and improve processes

·15% – Support project implementation and infrastructure changes

·10% – Handle escalated support and communicate with end users

·5% – Identify areas for improvement and stay current with evolving tools