IT Infrastructure and Help Desk Manager

Job Title:

Manager, Infrastructure and Help Desk Position Overview

Are you a hands-on IT professional with strong experience in hybrid Microsoft environments and a passion for team leadership? Join our team as the Manager, Infrastructure and Help Desk and take charge of our company's hybrid on-premises and cloud IT environment supporting a multi-site, multi-department organization. Reporting to the CIO, you'll oversee our Microsoft Entra  platform and Microsoft 365 collaboration stack (Exchange, SharePoint, and Teams), maintain our legacy on-premises ERP infrastructure, and lead help desk operations across 7 US locations.

This hands-on role offers the opportunity to make a tangible impact on our IT systems' performance, security, and scalability.

• Own the day-to-day administration and strategic roadmap for our Microsoft Entra /Active Directory environment, including identity management, conditional access, group policies, security and governance across multiple sites and departments.
• Manage and optimize the Microsoft 365 collaboration suite — Exchange Online/OnPrem, SharePoint, and Teams — ensuring reliability, governance, and a seamless user experience for all business units.
• Administer mailbox provisioning, distribution groups, shared resources, SharePoint site architecture, Teams governance, and Microsoft 365 licensing across the organization.
• Implement and enforce identity, access, and collaboration governance policies aligned with security and compliance requirements.
• Maintain and support our legacy ERP environment running on HP enterprise blade servers and SAN storage, ensuring high availability, performance, and data integrity for this business‑critical system.
• Note: This role is not responsible for ERP application development or configuration. Responsibilities are focused on the underlying hardware, storage, and networking infrastructure — ensuring the ERP environment remains functional, accessible, and performant for the application and business teams.
• Oversee and maintain Check Point firewalls, VMware environments, and Citrix servers.
• Ensure seamless operations, applying updates and upgrades as needed.

• Develop and enforce workstation setup and onboarding/offboarding guidelines for help desk teams.
• Serve as the escalation point for help desk teams supporting users across 7 locations and multiple departments.
• Provide leadership, training, and support to enhance help desk efficiency and end‑user satisfaction.

• Manage software and infrastructure-related licenses, including Microsoft 365 licensing across the organization.
• Act as the primary liaison for vendors and MSPs, ensuring service quality and compliance.

• Oversee MSP-managed backup and recovery processes, ensuring robust disaster recovery protocols across on‑premises ERP systems and Microsoft 365 workloads.

• Ensure adherence to company security policies and best practices, with particular attention to identity security and collaboration data protection.
• Collaborate with the MSP to continually enhance our security posture.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience managing hybrid on‑premises and cloud environments.
• Strong, hands‑on experience independently administering Microsoft Entra  hybrid mode, including device, user, and login policies.
• Demonstrated hands‑on expertise managing the Microsoft 365 collaboration suite— Exchange Online and on‑prem, SharePoint, and Microsoft Teams — including configuration, governance, security, and policy enforcement.
• Hands‑on experience supporting on‑premises hardware and networking infrastructure, preferably HP enterprise servers and storages.
• Proficiency with Check Point firewalls, site to site VPN configuration, security policies, Citrix servers, and VMware ESX/ESXI solutions.
• Experience leading help desk operations across multiple locations.
• Strong understanding of IT security practices, backup, and disaster recovery.

• Certifications such as Microsoft Azure Administrator, Microsoft 365 Certified:
  Enterprise Administrator Expert, or equivalent. Legacy Microsoft certifications are acceptable.
• This role requires a true hands‑on skill set — candidates must bring proven experience with both cloud and on‑premises technologies.
• Demonstrated hands‑on experience building and configuring on‑premises servers, storages, and networking infrastructure.

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This is more than just a job—it's an opportunity to lead and innovate within a fast-paced environment. You'll play a critical role in shaping the future of our IT systems, ensuring their reliability, security, and scalability. We value collaboration, innovation, and empowering our employees to make an impact