Technical Support and Infrastructure Manager

SUMMARY: 

The Technical Support & Infrastructure Manager is responsible for the stability, availability, security, and performance of the company’s IT infrastructure and end-user support services. This role leads the support and infrastructure teams, ensuring reliable day-to-day operations while continuously improving service quality, system uptime, cybersecurity posture, and operational efficiency across multiple locations.

This job description reflects the current assignment of essential functions and is not meant to be all-inclusive.  Duties and responsibilities may be assigned or reassigned to this job at any time and may be modified to reasonably accommodate an individual with a disability or for other reasons.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Infrastructure Management

• Oversee design, implementation, and maintenance of IT infrastructure including:
  • Networks (LAN, WAN, Wi-Fi, VPN, SD-WAN)
  • Servers (physical and virtual)
  • Cloud and hybrid environments
  • Data centers and DR environments
• Ensure high availability, performance, scalability, and security of all infrastructure systems.
• Manage backups, replication, disaster recovery, and business continuity plans.
• Coordinate infrastructure upgrades, patches, and lifecycle management.

Technical Support & Operations

• Lead the Helpdesk / Technical Support team providing Tier 1–3 support.
• Ensure timely resolution of incidents, service requests, and escalations.
• Define, monitor, and improve SLAs, KPIs, and customer satisfaction metrics.
• Establish standard operating procedures (SOPs) and IT service management best practices (ITIL).

Cybersecurity & Risk

• Support cybersecurity initiatives in coordination with cybersecurity leadership.
• Enforce security policies, access controls, patching, endpoint protection, and monitoring.
• Participate in incident response, vulnerability management, and audits.
• Ensure compliance with internal policies and industry best practices.

Vendor & Budget Management

• Manage relationships with MSPs, ISPs, telecom providers, hardware/software vendors.
• Negotiate contracts, licenses, and service agreements.
• Manage infrastructure and support budgets, forecasting costs and optimizing spend.

People & Leadership

• Lead, mentor, and develop infrastructure and support staff.
• Conduct performance reviews and skills development planning.
• Foster a service-oriented, proactive, and collaborative IT culture.

Projects & Continuous Improvement

• Lead or support IT infrastructure and support projects.
• Collaborate with application, development, and business teams.
• Identify opportunities for automation, standardization, and modernization.

MINIMUM QUALIFICATIONS (Education, Training & Experience):                            

 Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

 5+ years of experience in IT infrastructure and support roles.

3+ years in a leadership or management position.

 Strong knowledge of:

• Networking (TCP/IP, firewalls, VPNs, routing/switching)
• Windows Server, Active Directory, Microsoft 365
• Virtualization (VMware / Hyper-V)
• Backup, DR, and monitoring tools

Experience supporting multi-site environments.

LICENSE AND CERTIFICATIONS:  (If license(s) or certification(s) is required to practice a trade or profession, you must attach a copy.

KNOWLEDGE, SKILLS AND ABILITIES:

•  Strong leadership and people management skills
• Excellent troubleshooting and problem-solving abilities
•  Strong communication and stakeholder management
• Ability to prioritize in a fast-paced, operational environment
• Customer-focused mindset
• Strategic thinking with hands-on execution capability

SUCCESS METRICS:

• Infrastructure uptime and system availability
• SLA compliance and incident resolution times
• User satisfaction scores
• Reduction in recurring incidents
• Security posture improvements
• Budget adherence and cost optimization

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Work in a non-climate controlled environment working closely with others and alone with light traveling required. Work involves rotating shifts and working extended workdays outside the regular working hours and on-call status; Work requires simple grasping, standing, sitting, climbing stairs and ladders, walking, carrying up to 15 pounds, and light lifting under 24 pounds. Ability to see, write, count, read, identify shade of colors, and hearing is needed to perform essential functions.

WHAT WE OFFER

• Medical, Dental, and Vision insurance

• 401k + matching contribution

• HSA + matching contribution

• Paid Time Off

• Life Insurance

• Employer-paid short and long-term disability insurance

• ...and more!

Imperative Logistics Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.