IT Infrastructure & User Support Manager

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

• Bachelor’s degree in Information Technology, Information Systems, or a related field or five years of position‑related experience required
• 7+ years of progressive experience in IT operations, infrastructure, or user support roles
• 3+ years of experience in a senior, lead, or management capacity
• Hands‑on experience supporting hybrid IT environments (on‑prem and Azure cloud)
• Demonstrated ability to balance technical work with people leadership and service ownership
• Strong understanding of computer systems, security, network and systems administration required
• Must be curious, proactive, and have a high attention to detail with a relentless pursuit to surmount barriers and meet deadlines
• Ability to use logic and reasoning to compare alternative solutions, reach conclusions and solve problems
• Excellent interpersonal skills and ability to effectively communicate with teams across the entire organization
• Strong organizational and time management skills necessary to be successful working in a cross‑functional, fast‑paced environment with frequently shifting priorities
• Familiarity with Apple hardware and software technology preferred
• Must be at least 21 years of age to drive a company vehicle and have a valid driver’s license and clean driving record

• Works in a temperature‑controlled environment, with low noise levels
• Prolonged periods of sitting required
• Occasionally required to walk, stand, lift, pull, or push objects weighing up to 15 pounds