Infrastructure & User Support Manager

Position Summary

The IT Infrastructure & User Support Manager leads the IT Managed Services Provider (MSP) and internal team responsible for IT infrastructure and IT user support services. This role is responsible for collaborating with cross-functional teams, managing resources, and overseeing the related processes to ensure alignment with the organization's business goals.

Essential Duties And Responsibilities

• Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
• Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
• Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
• Owns the overall user support experience, ensuring timely, effective, and user‑focused resolution of issues
• Defines, communicates, and enforces standards, documentation requirements, and service expectations for IT infrastructure and user support
• Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, traveling to markets, and implementing continuous improvement
• Assists IT MSP with the purchase, configuration, installation, repair, or replacement of hardware, software, and peripherals
• Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and IT Support ecosystems
• Lead and mentor direct reports, providing technical guidance, prioritization, and performance feedback
• Build a service‑oriented culture focused on accountability, quality, and continuous improvement
• Provides project management services by coordinating, planning, and implementing technology-related projects and initiatives
• Contribute to IT roadmap planning related to operations, infrastructure, cybersecurity, and support
• Maintains and upholds IT policies and procedures knowledge base
• Performs other related duties as assigned
  
  

Qualifications And Skills

• Bachelor’s degree in Information Technology, Information Systems, or a related field or five years of position-related experience required
• 7 years of progressive experience in IT operations, infrastructure, or user support roles
• 3 years of experience in a senior, lead, or management capacity
• Hands‑on experience supporting hybrid IT environments (on‑prem and Azure cloud)
• Demonstrated ability to balance technical work with people leadership and service ownership
• Strong understanding of computer systems, security, network and systems administration required
• Must be curious, proactive, and have a high attention to detail with a relentless pursuit to surmount barriers and meet deadlines
• Ability to use logic and reasoning to compare alternative solutions, reach conclusions and solve problems
• Excellent interpersonal skills and ability to effectively communicate with teams across the entire organization
• Strong organizational and time management skills necessary to be successful working in a cross-functional, fast-paced environment with frequently shifting priorities
• Familiarity with Apple hardware and software technology preferred
• Must be at least 21 years of age to drive a company vehicle and have a valid driver’s license and clean driving record
  
  

Work Environment And Physical Requirements

• Works in a temperature-controlled environment, with low noise levels
• Prolonged periods of sitting required
• Occasionally required to walk, stand, lift, pull, or push objects weighing up to 15 pounds