IT Infrastructure & Operations Manager

IT Infrastructure & Operations Manager (Bend, OR)

Full-Time

Pahlisch Homes, a family owned, regional production home builder headquartered in Central Oregon since 1983, exists to create community by building a team of people who are dedicated to embracing intentionality, an innovative spirit and a servant’s heart in all things. The IT Infrastructure & Operations Manager plays a key role as a member of the Data & Information Systems team focusing on IT infrastructure – the hardware, software and system our end users rely for basic productivity.

While the Business Systems team is dedicated to supporting enterprise applications, the IT Infrastructure & Operations team is focused on servers, hypervisors, end user hardware, Windows, Mac, iOS, Microsoft 365, Azure, backups, disaster recovery, help desk support, cyber security, networking, and more. With a background in system administration, network administration, security administration and more, this position will serve as support for tier three escalations for all IT Operations equipment and software used by 160+ staff members spread across multiple locations.

• Intentional
• Innovative spirit
• Servant’s heart

• Driven to bring order to chaos and relentlessly maintain organization of teams and systems
• Loves technology and is excited about moving the organization toward digital transformation in the cloud
• Takes responsibility for their work and that of the team
• Quick- witted problem solver who is excellent on their feet in front of others and is not easily flustered
• Can-done mindset – doesn’t easily utter "I’ve never done that," or "I can’t do that"
• Enjoys learning their way through complex problems and systems, including those they have never handled before
• Doesn’t give up until the job is done and isn’t afraid to admit when they need help from others, including the internet
• Thinks in "we" instead of "I"

• Operate with a player/coach mentality serving alongside the IT Infrastructure & Operations team while also providing leadership, guidance, support, backup coverage, goal setting, one-on-one meetings and continued feedback on performance
• Help desk manager: monitor ticketing system to ensure adherence to metrics, timely response, review tickets, and comment as necessary to make sure end users are getting the best responses
• Assist IT Infrastructure & Operations team members with day-to-day role as needed
• Direct reports:
  Network & System Administrator;
  Desktop Support Administrator

• Analyze, evaluate, and propose new and emerging solutions and strategies for IT Infrastructure including hardware, software, networking, security, telecommunications, data storage, etc.
• Continuously analyze current IT Operations processes, technologies and vendors to identify needs, vulnerabilities, opportunities for improvement and upgrade paths

• Develop and maintain disaster recovery plan and implement it in the event of a disaster or breach
• Develop, implement and manage enterprise security strategy and safeguards, including data protection, regulatory compliance and use of security technologies such as data loss prevention, cloud app security, conditional access, email security, etc.
• Maintain phishing training campaigns
• Work with third‑party cyber security firm to perform security audits

• Manage onboarding and offboarding of new users in coordination with the Desktop Support Technician
• Define and document internal IT Operations policies and procedures, including managing procedures for cross-functional functions such as onboarding and offboarding
• Develop and implement appropriate IT Operations policies for employees and keep them light and wise in coordination with the Director of DIS
• Manage internal communication systems, including phone, email and messaging to ensure effective organization-wide communication
• Track opening of new communities, sales centers/models and amenities to coordinate resources ensuring IT equipment and internet are ready and installed on time
• Manage wired internet accounts with ISPs, including billing, ordering lines, contacting ISPs, negotiating…