What are the responsibilities and job description for the IT Infrastructure & Operations Manager position at Phaxis?
Salary is 180k to 225k bonus
*** Law firm or Big 4 experience is required ***
We are seeking a strategic IT leader to oversee the firm's IT operations, ensuring reliable, secure, and high-performing technology services across all offices. This role manages the Service Desk, device programs, infrastructure, and enterprise IT systems while driving process excellence, IT governance, and operational improvements.
Key Responsibilities:
- Oversee IT Service Desk operations and ticketing workflows, ensuring timely resolution and adherence to SLAs.
- Manage endpoint and device programs across laptops, desktops, and mobile devices, leveraging MDM/MAM and RMM tools.
- Lead adoption and optimization of collaboration and productivity tools, including Microsoft 365, Teams, and document management systems.
- Govern incident, problem, and change management processes using ITIL best practices.
- Collaborate with security teams to ensure IT operations support cybersecurity, compliance, and risk management initiatives.
- Drive process governance, operational metrics, and continuous improvement to enhance IT service delivery and efficiency.
- Mentor and manage IT teams, maintaining hands-on understanding to make informed technical and strategic decisions.
Qualifications:
- Bachelor's degree in IT, Computer Science, or related field; advanced certifications (ITIL, PMP, CISSP) preferred.
- Strong IT operations or service management, including 10 years in senior leadership.
- Experience in law firms or professional services is required.
- Deep understanding of enterprise IT systems, endpoint management, collaboration tools, and ITSM processes.
- Proven leadership, strategic planning, and stakeholder management skills.
Salary : $180,000 - $225,000