Infrastructure Manager - End User Services

JOB SUMMARY

The Infrastructure Manager – End User Services is responsible for providing direct leadership to the team. This individual will be self-directed, responding to staff needs, immediate support requests, and identifying and implementing longer-term projects. The Infrastructure Manager – End User Services will analyze and recommend solutions to complex problems, prioritize workload for themselves and the team, and ensure the effective leadership of the organization’s infrastructure, monitoring and security.

Essential Functions and Responsibilities

• Leadership:
  • Hire, mentor, and coach staff, focusing on performance and improvement activities.
  • Serve as an escalation point for the team.
  • Conduct regular performance reviews and recommend annual compensation changes based on those reviews.
• Financial Management:
  • Develop and manage the infrastructure budget, ensuring efficient allocation of resources.
  • Identify opportunities to reduce costs and improve operational efficiency.
  • Present recommendations to leadership.
  • Prepare accurate budget forecasts and track spending against budget.
  • Conduct cost-benefit analyses to evaluate the financial impact of infrastructure investments.
• Collaboration
  • Excellent written and verbal communication skills.
  • Collaborate with other teams to develop the overall infrastructure strategy.
  • Possess a team player mentality that values contributing to the overall goals of the organization, regardless of the role asked to perform.
  • Interact with customers and vendors (internal and external) and improve department success through great relationships.
  • Act as an escalation point for the team, working with employees and contractors to resolve outstanding items and ensure overall customer satisfaction.
• Project Management
  • Act as a point person for understanding technology lifecycles and lead multiple projects through planning, requirements, build and execution.
  • Define potential new project intake with requestors, summarize, and discuss with the team for prioritization.
  • Actively participate or lead annual disaster recovery exercises.
• Daily tasks
  • Participate in the design, installation, maintenance, monitoring, and patching of the infrastructure.
  • Participate in the development, management, and implementation of the organization's infrastructure strategy.
  • Create and communicate key performance metrics to IT leadership.
  • Present recommendations to leadership in a clear and professional manner to support informed decision making.
  • Ensure on-call after-hours support is scheduled and staffed (you will be required to serve as an escalation point after hours as needed).
  • Identify, recommend, and implement opportunities to leverage technology and enhance process efficiencies that will best support business goals.
  • Ensure the IT ticket process is followed, monitored, and reported on.
  • Leverage and follow the change management process.
  • Quickly adjust to constantly changing conditions, displaying a positive attitude toward new opportunities and change.
  • Vendor Negotiation Skills: Strong negotiation skills to secure favorable terms with vendors.
  • Strong problem solving and interpersonal skills
  • Travel may be required (up to 10% domestic).
  • Other duties/responsibilities as assigned.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND EXPERIENCE

• Bachelor’s Degree in Information Technology, Computer Science, or related field or equivalent experience.
• 8+ years' experience in the field or related area.
• 2+ years' experience as a team leader, sr. level position or similar role.
• Certification(s) in area of specialty is a plus.

SKILLS/EXPERIENCE/REQUIREMENTS FOR END USER SERVICES MANAGER

• Experience with ITSM ticketing systems.
• ITIL training/certification a plus.
• Understanding and working knowledge of Network Operations and Systems Administration.
• Strong technical aptitude, creativity, and ability to research and solve complex issues.
• Identify opportunities for process improvements and implement best practices in IT support services.
• Experience or exposure to appropriate systems such as:
  • Microsoft Windows PC platforms
  • Office 365
  • Printers and Print solutions
  • Remote support tools
  • End user provisioning, deprovisioning and automation tools
• Data driven, continuous improvement mindset in servicing our customers.
• Team player that works closely with client operations and purchasing group.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can contact Human Resources at the location(s) where you are applying. We participate in the E-Verify program in certain locations as required by law.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.  Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.