IT Infrastructure Manager; Hybrid

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you.

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

We currently have an opportunity for an IT Infrastructure Manager to join our Corporate IT team based in our Canton, MA;
Boston, MA;
Farmington, CT or Raleigh, NC offices on a hybrid schedule. The IT Infrastructure Manager provides leadership and strategic direction and architecture for the organization’s Network Infrastructure, Telecommunications, and Messaging teams. The position is responsible for the availability, security, performance, lifecycle management, and modernization of enterprise network, voice, video, contact center, and messaging services.

The role oversees Cisco LAN/WAN and wireless infrastructure;
Microsoft Teams Telephony and Teams Rooms;
Five9 Contact Center;
Microsoft 365/Outlook and Exchange messaging; and email security technologies including Proofpoint and Trend Micro. The manager also has responsibility for departmental budgeting, contract management, vendor relationships, technology planning, service delivery, and major infrastructure initiatives. Some of the IT Infrastructure Manager responsibilities include but are not limited to:

• Lead, develop, and establish priorities for the Network, Telecommunications, and Messaging teams.
• Ensure reliable, secure, and effective delivery of critical infrastructure and communication services.
• Oversee incident escalation, problem management, root-cause analysis, disaster recovery, operational documentation, and continuous improvement.
• Promote staff development, cross-training, automation, standardization, and succession planning.

• Provide strategic and operational oversight of Cisco LAN, WAN, wireless, routing, switching, data center, cloud connectivity, and carrier services.
• Direct network architecture, capacity planning, lifecycle management, monitoring, security remediation, and disaster recovery.
• Oversee network support for offices, data centers, real estate initiatives, cloud services, and infrastructure projects.

• Provide leadership for Microsoft Teams Telephony, Operator Connect, Microsoft Teams Rooms, enterprise video, E911, and Five9 Contact Center services.
• Oversee voice and contact center architecture, call routing, auto attendants, queues, IVR, conferencing, endpoint management, monitoring, and lifecycle planning.
• Ensure voice, video, and contact center platforms meet business, security, availability, and compliance requirements.

• Provide leadership for Microsoft 365 Messaging, Exchange Online, Outlook, mail flow, and hybrid messaging services.
• Oversee email security services and controls, including Proofpoint, Trend Micro, anti-phishing, anti-malware, DKIM, SPF, and DMARC.
• Partner with Security, Privacy, Legal,…