IT Infrastructure Services Manager

With nearly three decades of continuous growth and no signs of slowing down, our auto hauling company is dedicated to providing high-quality, cost-effective vehicle transportation and related services; with a strong commitment to safety, customer success, innovation, and reliability. The company has grown from just 3 haulers to over 1,000 haulers, earning numerous industry awards along the way. We are currently serving 16 major auto manufacturers nationwide and in Canada.

Job Summary:

The IT Infrastructure Services Manager is responsible for overseeing the design, implementation, and maintenance of our IT infrastructure portfolio, both on-premises and cloud based, ensuring its reliability, performance, and security. The Infrastructure Services Manager will also be responsible for overseeing the help desk operations, managing a team of support engineers and 3rd party service providers ensuring the delivery of exceptional technical support services to end-users. This role requires strong technical expertise, leadership skills, and a customer-centric approach to deliver high-quality Infrastructure Services to our internal users and stakeholders.

About our Environment:

The IT operating environment includes several externally hosted and loosely coupled business applications, along with a small number of internal systems hosted in a partner-managed datacenter. We leverage a Zscaler SASE network architecture and a largely Microsoft-centric portfolio of systems, tools, and hybrid cloud platforms. The successful candidate must possess current working knowledge of all technologies in use and will be expected to perform as a working manager.

We appreciate our employees, and we offer a great and comprehensive benefit package with competitive wages:

· 401K Retirement Plan, with a company match of 25% of employee’s contribution

· Company Paid Medical Insurance

· Company Paid Dental Insurance

· Vision Insurance available

· Company Paid Life Insurance

· Company paid vacation/sick time

· FSA

· EAP Program

Responsibilities:

1. Leadership and Team Management:

Lead, manage, and mentor a small team of Infrastructure Services and support desk professionals, providing guidance, support, and performance feedback. Foster a collaborative and innovative team environment, promoting professional development and knowledge sharing. Set performance expectations, establish goals, and monitor team performance against key performance indicators (KPIs).

2. Strategic Alignment:

Work closely with key business stakeholders to understand business objectives and align Infrastructure Services accordingly. Identify opportunities to leverage new and existing technology solutions to optimize business processes and improve operational efficiency. Stay up to date with industry trends and emerging technologies, evaluating their potential impact on the organization's infrastructure landscape.

3. Infrastructure Services Delivery:

Develop and implement strategies for efficient and effective infrastructure service delivery, ensuring the availability, performance, and reliability of critical systems, services, and networks. Coordinate with stakeholders to gather infrastructure requirements, prioritize projects, and establish realistic delivery timelines. Oversee the planning, execution, and monitoring of infrastructure design, implementation, maintenance, and upgrades. Collaborate with cross-functional teams and third-party service providers to ensure seamless integration of infrastructure components with existing systems and applications.

4. Infrastructure Support and Maintenance:

Establish and maintain processes for reoccurring maintenance and support related to all infrastructure components and services, including upgrades and patches for business capabilities and security vulnerabilities. Drive continuous improvement initiatives to enhance infrastructure stability, performance, security posture and user experience. Ensure prompt resolution of infrastructure-related issues, minimizing downtime and impact on business operations. Monitor infrastructure performance and implement proactive measures to identify and address potential bottlenecks or vulnerabilities.

5. Security and Compliance:

Implement and enforce security measures and policies to protect the organization's infrastructure against internal and external threats. Ensure compliance with relevant industry regulations and standards, such as GDPR, HIPAA, or ISO 27001. Collaborate with information security partners to conduct regular security audits, vulnerability assessments, and penetration testing. Develop and maintain disaster recovery and business continuity plans.

6. Help Desk Operations:

Oversee the day-to-day operations of the help desk, ensuring efficient and effective support delivery. Manage and prioritize support tickets, ensuring timely resolution and adherence to service level agreements (SLAs). Monitor team workload and resource allocation, adjusting as needed to maintain service levels. Identify opportunities for process improvements and service enhancements to optimize IT support delivery. Analyze support trends and metrics, providing recommendations for proactive measures and service level improvements. Collaborate with IT teams to implement automation, self-service tools, and other productivity-enhancing initiatives.

7. Incident and Problem Management:

Establish and maintain processes for incident, problem and change management ensuring proper categorization, prioritization, and escalation of incidents. Collaborate with other IT teams to facilitate timely resolution of complex and high-priority incidents minimizing downtime and impact on business operations. Lead problem management efforts to identify root causes of recurring issues and implement preventive measures. Monitor and analyze support trends and metrics, identifying areas for improvement and implementing corrective actions. Initiate and lead the major incident management process, identify underlying issues, and implement corrective actions restore services and prevent recurrence. Monitor application performance and availability and implement proactive measures to identify and address potential bottlenecks or vulnerabilities.

8. Customer Relationship Management:

Foster positive relationships with end-users, stakeholders, and other IT teams, ensuring a high level of customer satisfaction. Act as a point of escalation for critical or high-impact support incidents, providing timely updates and resolutions. Conduct regular customer satisfaction surveys or feedback sessions to gather insights and identify areas for improvement. Collaborate with stakeholders to understand business needs and align support services accordingly.

9. Vendor Management:

Collaborate with vendors and third-party providers to ensure timely delivery of all Infrastructure Services and support. Evaluate vendor performance, negotiate contracts, and manage relationships to maximize value and quality of services. Conduct regular vendor assessments and make recommendations for contract renewals or changes as needed. Stay up to date with industry trends and emerging technologies, evaluating their potential impact on the organization's applications landscape.

10. Budget and Resource Management:

Develop and manage the Infrastructure Services budget/forecast, ensuring cost-effective utilization of resources. Identify and recommend technology investments, upgrades, or optimizations based on business needs and technological advancements. Monitor and report on Infrastructure Services performance metrics, including uptime, response time, and capacity utilization.

Requirements:

· Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred) or 10 years working in a similar role.

· Strong technical background in operating IT Infrastructure Services, including networks, servers, storage, and data centers.

· Proficiency in infrastructure design, implementation, and maintenance best practices.

· Experience with virtualization technologies, cloud services, and hybrid infrastructure environments.

· Knowledge of ITIL processes and frameworks.

· Strong project management skills, with the ability to prioritize and manage multiple tasks and projects simultaneously.

· Excellent leadership and team management skills, with the ability to motivate and inspire a team.

· Excellent problem-solving and decision-making abilities.

· Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

We are an equal opportunity employer and do not discriminate on the basis of race, color, gender, pregnancy, reproductive health decision making, sexual orientation, gender identity, expression, religion, marital status, age, national origin or ancestry, physical or mental disability, genetic information, veteran status, parental status, or any other consideration made unlawful by applicable federal, state or local laws.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years

Work Location: In person