IT Infrastructure Services Manager

Information Technology Infrastructure Services Manager

The Information Technology Infrastructure Services Manager, under the direct supervision of the Chief Information Officer, is responsible for planning, implementing, operating, securing, and maintaining the organization's enterprise network, physical security infrastructure, and telecommunications infrastructure. This position oversees wired and wireless networks, internet connectivity, voice communications, telecommunications systems, and network security technologies to ensure reliable, secure, and high-performing services that support business operations. The manager leads technical staff, manages vendor relationships, develops infrastructure standards, and ensures network availability, resilience, and scalability.

Essential Job Functions:

This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

This position has responsibilities that require lifting up to 10 pounds on occasion.

General Management Functions:

• Assist in Budget development and tracking for department and/or specific division. Provide estimates as needed for projects, position requests, year-end estimates, or other budget related items as needed. Ensure budget is tracked and monitored appropriately and contracts maintained and renewed or bid as needed prior to exhaustion.
• Coordinates with other departments to resolve issues relating to service delivery. Responsible for suggesting methods to improve area operations, processes, efficiency, and service to both internal and external customers. Work with staff, vendors and/or other city employees to effectively communicate and implement enhancements. Ensure policies and processes are updated to reflect current practice.
• Oversee business operations and staff, including hiring, discipline, recognition, work assignments, software/hardware updates and troubleshooting, as well as continual monitoring of goals/objectives and tasks on work projects to ensure appropriate progress is made timely and within work plan expectations. Completes normal administrative functions as needed such as reporting, task updates, attending business meetings, etc. Coaches and mentors employees based on performance results and needs of employees. Communicates clearly and directly with employees to promote a cooperative and harmonious work environment that supports the departments and city's mission and culture.
• Oversee projects from inception through full implementation by developing integrated project plans, resource estimates, implementation schedules and cost estimates; prioritize tasks on the workplan and use designated software for tracking work orders and customer issues through resolution; analyzes department workflows impacted or needed, develops process re-engineering, identifies user needs, and creates and implements a project timeline and implementation tasks. Coordinates properly with all customers, vendors and staff necessary for project oversight, implementation and troubleshooting.
• Research and develop Requests for Proposals (RFP), Requests for Information (RFI) and facilitate vendor selection process by coordinating with purchasing to develop project specifications, vendor selection criteria, analysis of proposals received and finalist selections. Negotiates vendor contracts and ensures vendors provide equipment and services per the contract. Performs vendor management by managing multiple vendor contracts; maintaining vendor relationships; identifying new sources; and managing invoices and payments.
• Regular and consistent attendance and punctuality for the assigned work hours is essential.

Functional Area Infrastructure Services

• Manage the design, implementation, operation, and lifecycle of enterprise network and telecommunications infrastructure.
• Oversee LAN, WAN, wireless, internet connectivity, VPN, VoIP, telecommunications, and related network services.
• Ensure network performance, availability, capacity planning, and disaster recovery readiness.
• Lead network security initiatives in collaboration with cybersecurity teams, including firewalls, network segmentation, and secure remote access.
• Direct the installation, maintenance, and monitoring of routers, switches, wireless systems, telecommunications equipment, and network management platforms.
• Manage the integration of new facilities into the city's network infrastructure.
• Manage all aspects of physical security throughout the enterprise, including cameras, DVR recording systems, and software, and secure access controls to buildings and entrances.
• Manage vendor contracts, telecommunications services, maintenance agreements, and technology procurements.
• Develop infrastructure standards, policies, and operational procedures consistent with industry best practices.
• Lead and mentor network and telecommunications staff, establishing performance expectations and supporting professional development.
• Monitor service levels, resolve complex technical issues, and ensure timely response to outages and service disruptions.
• Develop budgets, technology roadmaps, and strategic plans for network and telecommunications infrastructure.
• Coordinate infrastructure projects while ensuring alignment with organizational priorities and business continuity objectives.

Minimum Qualifications:

• Education: Bachelor's degree in information technology, Computer Science, Engineering, or a related field, and/or equivalent experience.
• Experience: 5 or more years of progressively responsible experience in Information Technology or related field. Experience with enterprise routing, switching, wireless networking, telecommunications systems, firewalls, network monitoring, and vendor management.
• Licenses: Valid Driver's License required.
• Certifications Required: Relevant industry certifications, such as Cisco CCNA, CCNP, or CCIE, are preferred. ITIL Foundations certification, or the ability to obtain it within six months, is preferred.
• Background: Must pass a drug test and background check. A CJIS background check and certification are required for this position.