IT Infrastructure & User Support Manager

Job Description

Job Description

Position Summary

The Infrastructure & User Support Manager leads the internal team and external MSP responsible for IT infrastructure and IT user support services. This role is responsible for collaborating with cross-functional teams, managing resources, and overseeing the related processes to ensure alignment with the organization's business goals.

Essential Duties and Responsibilities

• Recruit, lead, and mentor direct reports, providing technical guidance, prioritization, and timely performance feedback; cultivating the personal, spiritual, financial, and professional growth of employees through open communication and weekly 1:1s
• Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
• Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
• Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
• Owns the overall user support experience ensuring timely, effective, and user‑focused resolution of issues with a focus on quality, accountability, and continuous improvement
• Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, configuring, installing hardware, software and peripherals, and traveling to markets
• Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and User Support ecosystems
• Provides project management services through coordination, planning, and implementation of technology-related projects and initiatives
• Contribute to IT roadmap planning related to operations, infrastructure, cybersecurity, and support
• Maintains and upholds IT policies and procedures knowledge base
• Performs other related duties as assigned

Qualifications and Skills

• Bachelor’s degree in Information Technology, Information Systems, or a related field strongly preferred
• 7+ years of progressive experience in IT operations, infrastructure, or user support roles
• 3+ years of experience in a senior, lead, or management capacity
• Hands‑on experience supporting hybrid IT environments (on‑prem and Azure cloud)
• Demonstrated ability to balance technical work with people leadership and service ownership
• Strong understanding of computer systems, security, network and systems administration required
• Must be curious, proactive, and have a high attention to detail with a relentless pursuit to surmount barriers and meet deadlines
• Ability to use logic and reasoning to compare alternative solutions, reach conclusions, and solve problems
• Excellent interpersonal skills and ability to effectively communicate and collaborate with teams across the entire organization
• Strong organizational and time management skills necessary to be successful working in a cross-functional, fast-paced environment with frequently shifting priorities
• Familiarity with Apple hardware and software technology preferred
• Must be at least 21 years of age to drive a company vehicle and have a valid driver’s license and clean driving record

Work Environment and Physical Requirements

• Works in a temperature-controlled environment, with low noise levels
• Prolonged periods of sitting required
• Occasionally required to walk, stand, lift, pull, or push objects weighing up to 15 pounds