Manager of Infrastructure

The Infrastructure Manager is a people leader responsible for directing the day-to-day work, development, and performance of the Helpdesk and Systems Administration teams. The position establishes operational priorities, strengthens service delivery, promotes consistent infrastructure practices, and ensures that team activities align with business, security, compliance, and availability requirements.

This role maintains sufficient technical knowledge across server, cloud, identity, endpoint, virtualization, backup, and networking technologies to guide decisions, assess risk, support escalations, and communicate effectively with technical specialists. The manager is not expected to serve as the organization’s primary senior engineer or to personally own every complex technical implementation.

The Infrastructure Manager reports to the Director of IT and works in partnership with systems engineering and cybersecurity-related roles. These specialist roles report directly to the Director of IT and are key collaborators rather than direct reports of the Infrastructure Manager.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide direct supervision, coaching, performance management, and professional development for Helpdesk Technicians and Senior Systems Administrators.
• Establish clear expectations, individual objectives, development plans, and accountability for assigned staff.
• Conduct regular one-on-one meetings, team meetings, performance reviews, and constructive feedback discussions.
• Assess staffing capacity, skills, workload, and coverage needs; recommend hiring, training, succession, or organizational changes to the Director of IT.
• Lead recruiting, interviewing, onboarding, and role-specific training for positions within the manager’s reporting structure.
• Promote cross-training, knowledge sharing, documentation, and dependable backup coverage across the Helpdesk and Systems Administration functions.
• Build a service-oriented culture focused on ownership, communication, collaboration, continuous improvement, and timely follow-through.

• Plan, assign, prioritize, and monitor operational work, support queues, maintenance activities, and infrastructure projects performed by direct reports.
• Oversee Helpdesk service delivery, incident escalation, request fulfillment, user communications, and resolution quality; use service metrics and recurring issue trends to improve performance.
• Coordinate Systems Administration activities supporting servers, identity, Microsoft 365, Azure, endpoints, virtualization, storage, backup, and related enterprise platforms.
• Establish and maintain practical operating procedures, support standards, escalation paths, on-call or after-hours coverage expectations, and handoff practices.
• Ensure infrastructure work is planned and executed with appropriate change management, configuration management, testing, documentation, rollback planning, and stakeholder communication.
• Monitor operational risk, aging work, service interruptions, resource constraints, and unresolved dependencies; escalati material concerns to the Director of IT.
• Coordinate response and recovery activities during infrastructure incidents while ensuring that technical specialists and business stakeholders are engaged appropriately.

• Provide management oversight for the availability, performance, lifecycle, standardization,