IT Infrastructure & User Support Lead

Position Summary

The IT Infrastructure & User Support Manager leads the IT Managed Services Provider (MSP) and internal team responsible for IT infrastructure and IT user support services. This role is responsible for collaborating with cross-functional teams, managing resources, and overseeing the related processes to ensure alignment with the organization's business goals.

• Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
• Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
• Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
• Owns the overall user support experience, ensuring timely, effective, and user‑focused resolution of issues
• Defines, communicates, and enforces standards, documentation requirements, and service expectations for IT infrastructure and user support
• Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, traveling to markets, and implementing continuous improvement
• Assists IT MSP with the purchase, configuration, installation, repair, or replacement of hardware, software, and peripherals
• Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and IT Support ecosystems
• Lead and mentor direct reports, providing technical guidance, prioritization, and performance feedback
• Build a service‑oriented culture focused on accountability, quality, and continuous improvement
• Provides project management services by coordinating, planning, and implementing technology-related projects and initiatives
• Contribute to IT roadmap planning related to operations, infrastructure, cybersecurity, and support
• Maintains and upholds IT policies and procedures knowledge base
• Performs other related duties as assigned

• Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
• Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
• Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
• Owns the overall user support experience, ensuring timely, effective, and user‑focused resolution of issues
• Defines, communicates, and enforces standards, documentation requirements, and service expectations for IT infrastructure and user support
• Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, traveling to markets, and implementing continuous improvement
• Assists IT MSP with the purchase, configuration, installation, repair, or replacement of hardware, software, and peripherals
• Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and IT Support ecosystems
• Lead and mentor direct reports, providing technical guidance, prioritization, and performance feedback
• Build a service‑oriented culture focused on accountability, quality, and continuous improvement
• Provides project management services by coordinating, planning, and implementing technology-related projects and initiatives
• Contribute to IT roadmap…