What are the responsibilities and job description for the Manager - Technical Support Services position at SOFT Inc.?
SOFT's client located in New York, NY is looking for a Manager - Technical Support Services for a long term contract assignment.
Hands-On IT Infrastructure Consultant / Technical Lead
SOFT's client is seeking a senior, hands-on IT infrastructure consultant for a contract assignment. There is the potential for this consulting position to become a permanent role. This person must be able to step in quickly, take charge of the environment, stabilize operations, and lead critical infrastructure changes with minimal ramp-up. The ideal consultant is highly technical, confident in both on-premises and cloud environments, and comfortable driving accountability across internal teams and vendors.
Position Summary
This role is focused on leading significant infrastructure and support improvements in a complex enterprise environment. The consultant will assess the current state, identify gaps, and drive execution across core areas including identity, messaging, systems administration, monitoring, operational response, and support discipline.
An important part of the assignment will involve helping lead changes related to Active Directory and Exchange environments, including replacement, modernization, migration, or cleanup efforts as needed. The consultant must be able to work at both the strategic and hands-on levels: setting direction, establishing standards, solving technical problems, and ensuring the team is operating with strong administrative habits and clear response procedures.
This role is focused on leading significant infrastructure and support improvements in a complex enterprise environment. The consultant will assess the current state, identify gaps, and drive execution across core areas including identity, messaging, systems administration, monitoring, operational response, and support discipline.
An important part of the assignment will involve helping lead changes related to Active Directory and Exchange environments, including replacement, modernization, migration, or cleanup efforts as needed. The consultant must be able to work at both the strategic and hands-on levels: setting direction, establishing standards, solving technical problems, and ensuring the team is operating with strong administrative habits and clear response procedures.
Key Responsibilities
This is not a passive oversight role. The client needs a consultant onsite, who can take charge, make sound decisions, ask the right questions, and bring both technical depth and execution discipline to the assignment.
The ideal start date is as soon as possible, with a target start around 6/1.
- Take ownership of the current infrastructure support environment and cloud migration efforts; quickly assess risks, priorities, and operational gaps.
- Lead major infrastructure changes, including work associated with Active Directory, Exchange, and related identity and messaging platforms.
- Provide strong technical leadership across both on-premises and cloud-based systems.
- Establish and enforce sound operational practices for systems administration, monitoring, escalation, incident response, and follow-through.
- Build discipline, accountability, and repeatable support habits across the team.
- Serve as the senior technical point person for complex infrastructure issues, root-cause analysis, and remediation planning.
- Partner with internal leadership, IT staff, and third-party vendors to drive execution and maintain momentum.
- Create practical plans, priorities, and implementation schedules to move critical work forward.
- Improve visibility into system health, service issues, and operational readiness through stronger monitoring and reporting practices.
- Document environment changes, support procedures, standards, and recommendations for long-term stability.
- Provide hands-on guidance where needed rather than operating only at a managerial level.
- Help position the organization for a more modern, resilient support and infrastructure model.
- Extensive experience leading enterprise infrastructure and support operations in complex environments.
- Experience with infrastructure modernization, migration, or transformation initiatives.
- Strong hands-on expertise with Active Directory, Exchange, Microsoft infrastructure, and adjacent enterprise systems.
- Experience replacing or remediating legacy Microsoft environments.
- Proven experience working across both on-premises and cloud environments.
- Track record of stepping into challenging environments, assessing issues quickly, and taking control of technical direction.
- Strong background in infrastructure operations, systems administration, monitoring, and incident response.
- Ability to lead technical teams and vendors while also contributing directly on complex technical matters.
- Experience driving change, improving operational maturity, and implementing better support disciplines.
- Strong troubleshooting, root-cause analysis, and problem-solving skills.
- Excellent communication skills with the ability to work effectively with leadership, technical teams, and business stakeholders.
- Comfortable operating in environments with ambiguity, urgency, and significant change.
- Experience improving service operations, support processes, and technical governance.
- Consulting background or experience in turnaround, stabilization, or transformation assignments.
This is not a passive oversight role. The client needs a consultant onsite, who can take charge, make sound decisions, ask the right questions, and bring both technical depth and execution discipline to the assignment.
The ideal start date is as soon as possible, with a target start around 6/1.
Please refer to the Position ID when inquiring about a job posting or sending in your resume.
***INDEPENDENT CONSULTANTS ONLY! NO THIRD PARTIES/NO SUB CONTRACTORS***