Infrastructure and Support Manager

The Infrastructure and Support Manager leads the infrastructure team and Computer Support Specialists supporting Flexfab’s global operations. This position is accountable for the reliability, availability, security, maintenance, and lifecycle of global IT infrastructure and end-user services. Responsibilities include infrastructure operations, service delivery, team development, resource prioritization, escalation management, help desk performance, and continuous service improvement.

The Infrastructure and Support Manager leads the infrastructure team and Computer Support Specialists supporting Flexfab’s global operations. This position is accountable for the reliability, availability, security, maintenance, and lifecycle of global IT infrastructure and end-user services. Responsibilities include infrastructure operations, service delivery, team development, resource prioritization, escalation management, help desk performance, and continuous service improvement.

• Lead, coach, and coordinate the Infrastructure team and Computer Support Specialists; establish priorities, coverage, escalation paths, performance expectations, and consistent support practices across locations.
• Own the operation, availability, security, maintenance, capacity planning, lifecycle, and troubleshooting of global infrastructure, including compute, virtualization, storage, networking, backup, recovery, cloud services, and supporting platforms.
• Lead the Computer Support Specialists in delivering end-user support, including ticket resolution, device deployment, software delivery, printing, and support for office and production environments; monitor help desk KPIs and take corrective action to meet service targets.
• Lead incident and problem management for infrastructure and end-user support services, including communications, escalation, root‑cause analysis, corrective actions, and recovery testing.
• Plan and deliver infrastructure and support projects, including platform upgrades, new facilities, migrations, and technology standardization; manage changes with attention to production availability.
• Develop and maintain architecture, inventories, configuration documentation, support procedures, and disaster recovery plans.
• Manage relationships with technology vendors and service providers; contribute to budgeting, hardware and software procurement, licensing, renewals, and contract review.
• Work with business leaders and other IT teams to align service levels and technology priorities with operational needs; report risks, status, and resource requirements to IT leadership.
• Participate in global strategic IT planning, infrastructure roadmaps, technology standards, and policy development, and perform other duties as assigned.
• Demonstrated experience leading IT infrastructure and end‑user support teams in a multi‑site environment; manufacturing experience is preferred.
• Strong customer service and interpersonal skills, with a demonstrated ability to set service expectations, communicate clearly, resolve issues professionally, and promote a responsive, customer‑focused support culture.
• Strong working knowledge of Microsoft 365, on‑premises Active Directory, Microsoft Entra , and Microsoft Azure is required, including identity, access, collaboration, endpoint, and cloud administration in a predominantly Microsoft environment.
• Working knowledge of VMware, Hyper‑V, hyperconverged infrastructure or SAN storage, backup and recovery, endpoint support, and IT service management is also required.
• Strong working knowledge of enterprise networking and security technologies, including firewalls, routing, switching, wireless networking, VPNs, and network troubleshooting.
• Ability to prioritize…