IT Infrastructure Manager

Overview

About Us

Walker SCM, LLC company, brings an experienced team approach to multi-national logistics service. We provide superior products without sacrificing the small firm attributes that have distinguished our firm since its inception - personal attention, expertise, and reliability. We are a 3PL provider of assembly and contract packaging services and the associated warehousing, distribution, procurement, and transportation services.

Summary

The IT Infrastructure Manager will oversee the performance, stability, and optimization of the company's IT infrastructure across all locations. This role will manage 3 internal service technicians and external Managed Service Providers (MSPs), ensuring they meet operational standards and service-level agreements (SLAs). The position includes managing infrastructure projects through MSPs and internal teams to improve technology performance, scalability, and security, and to support business growth and expansion.

Responsibilities

IT Infrastructure Management

• Oversee the performance, reliability, and security of all IT infrastructure, including cloud-based systems (Microsoft Azure, private clouds), networks, servers, and storage solutions.
• Work with the Director of IT Applications to manage the support and performance of the warehouse management systems and freight forwarding systems, ensuring seamless support for business-critical activities.
• Ensure the MSP manages and supports Microsoft 365 services, including email, communication tools (Teams), SharePoint, and desktop software.

Vendor and MSP Oversight

• Act as the primary point of contact for Managed Service Providers (MSPs), ensuring they meet SLAs and KPIs.
• Conduct regular performance reviews of vendors and implement corrective actions as needed.
• Collaborate with vendors to optimize service delivery, infrastructure performance, and technology upgrades.
• Oversee infrastructure-related projects managed by MSPs and ensure timely delivery, quality, and alignment with business objectives.
• Review and approve the MSP's infrastructure strategy or roadmap of projects for infrastructure improvement and coordinate successful execution of these projects.

IT Security Management

• Ensure the MSP provides IT security services, including the Virtual Information Security Officer (VISO), security planning, monitoring, and incident response.
• Collaborate in development of security strategies and ensure the company's IT systems remain compliant with industry standards and secure from emerging threats.
• Collaborate with the MSP to regularly review security performance and recommend improvements.

Team Leadership and Support

• Lead and develop a team of 3 IT service technicians, providing mentorship, training, and performance feedback.
• Foster a collaborative and service-oriented IT culture to support end-users and business operations.
• Ensure the MSP manages the IT Service Desk operations, meeting SLAs for response times and resolution of service requests. Meet regularly with the MSP and monitor KPIs to ensure timely escalation and issue resolution.

Project Management Oversight

• Oversee and coordinate IT infrastructure improvement projects, ensuring alignment with business goals and objectives.
• Work with MSPs, vendors, and internal teams who lead infrastructure projects, such as system migrations, network enhancements, hardware/software upgrades, and cybersecurity initiatives.
• Support business expansion by ensuring scalable and reliable IT infrastructure is implemented in new warehouse and office locations.

IT Policies, Compliance, and Security

• Develop, implement, and maintain IT policies and standard operating procedures (SOPs) to ensure security, compliance, and operational excellence.
• Proactively identify and mitigate risks to IT systems, including disaster recovery planning and execution.
• Oversee the MSPs management of IT assets to ensure accurate inventory of hardware, software, and licenses.

Performance Monitoring and Continuous Improvement

• Monitor system performance, analyze trends, and recommend improvements to enhance efficiency and reliability.
• Stay up-to-date with emerging technologies and industry best practices to drive innovation and business value.

Qualifications

Qualifications and Experience:

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. Relevant certifications (e.g., Azure Administrator, CCNA, ITIL, PMP) are a plus.

Experience:

• 5 years of IT infrastructure management experience, preferably in a 3PL, logistics, or multi-site environment.
• Proven success managing MSPs and leading internal IT support teams.
• Experience managing cloud-based environments, specifically Microsoft Azure and private cloud solutions.
• Experience with Microsoft 365 administration, including Exchange Online, SharePoint Online, and Teams.
• Strong understanding of network infrastructure, servers and virtualization, and storage technologies.

Skills:

• Leadership and team management, with the ability to develop and motivate high-performing teams.
• Strong problem-solving and analytical abilities, with a focus on proactive and innovative solutions.
• Project management oversight skills, including experience coordinating and monitoring IT infrastructure projects.
• Excellent communication skills to collaborate effectively across teams and with external vendors.
• Ability to thrive in a fast-paced, multi-site, and dynamic business environment.

Pay Range

Salary : $140,000 - $150,000