Technology Infrastructure & Support Manager

Job Title:

Technology Infrastructure & Support Manager

FLSA Status:

Exempt

Location:

Solutions and Technology

Reports To:

Director of Security & Technology

Direct Reports:

Sr Systems Engineer, Systems Engineer II, Desktop Support & Infrastructure Technician

Position:

The ITIL Infrastructure and Support Manager oversees a team responsible for delivering and maintaining IT services aligned with ITIL (Information Technology Infrastructure Library) best practices within a Microsoft and Atlassian technology environment. This role manages IT infrastructure and support operations, leveraging Microsoft technologies (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence) to support incident management, problem management, change management, and service desk functions.

Job Brief:

The manager will lead a team, including the Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician, manage budgets for infrastructure and support operations, collaborate with the Security Architect to ensure secure service delivery, and drive process improvements to meet organizational objectives

Duties &

Responsibilities

Under the supervision of the Director of Security & Technology the Technology Infrastructure & Support Manager will:

Team Leadership and Management:

Supervise, mentor, and develop a team of IT professionals, including the Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician, ensuring effective execution of their roles.

Assign ITIL-based roles and responsibilities to team members, aligning their tasks with organizational needs and individual strengths.

Conduct performance evaluations, provide feedback, and foster a culture of continuous improvement and collaboration.

ITIL Process Oversight:

Oversee the implementation and execution of ITIL processes, including Incident Management, Problem Management, Change Management, Service Asset and Configuration Management, and Service Desk operations, using Jira for workflow tracking and Confluence for documentation.

Act as a Process Owner or Manager for key ITIL processes, ensuring adherence to best practices and organizational policies.

Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) using Jira dashboards and Microsoft Power BI for analytics.

Infrastructure and Support Management:

Ensure the reliability, availability, and performance of IT infrastructure, including Microsoft Azure cloud services, Microsoft 365 applications, Windows Server environments, and Active Directory, with contributions from the Senior Systems Administrator and Systems Engineer II.

Coordinate with team members to maintain a secure and robust infrastructure aligned with ITIL standards and Microsoft best practices.

Manage the resolution of major incidents and root cause analysis for recurring issues, leveraging Azure Monitor and Microsoft Endpoint Manager for diagnostics.

Change and Release Management:

Oversee the change management process using Jira to assess, approve, and implement changes to IT infrastructure with minimal disruption, involving the Systems Engineer II for technical implementation.

Ensure proper documentation of changes in Confluence

Service Desk Leadership:

Manage the service desk operations, with the Desktop Support & Infrastructure Technician handling frontline support, utilizing Jira Service Management for ticketing and user request handling.

Implement strategies to improve first-call resolution rates and user satisfaction for Microsoft 365 and other enterprise applications.

Collaboration with Security Architect:

Partner with the Security Architect to ensure IT infrastructure and support operations comply with organizational security policies and industry standards.

Collaborate on the implementation of security controls within Microsoft Azure, Microsoft 365, and Windows Server environments, including identity management via Active Directory and Azure AD.

Support the Security Architect in risk assessments, vulnerability management, and incident response activities, ensuring alignment with ITIL processes.

Continuous Improvement:

Identify opportunities to optimize ITIL processes and infrastructure operations through automation using Microsoft Power Automate, Azure Automation, or Atlassian integrations, collaborating with the Senior Systems Administrator and Systems Engineer II.

Lead initiatives to adopt new Microsoft or Atlassian features that align with ITIL guidelines and organizational goals.

Stakeholder Collaboration:

Work with business units, vendors, the Security Architect, and other IT teams to align IT services with organizational needs, using Confluence for collaboration and Microsoft Teams for communication.

Communicate service performance, budget updates, and improvement plans to senior management and stakeholders via reports generated from Jira and Power BI.

Communicate service performance, budget updates, and improvement plans to senior management and stakeholders via reports generated from Jira and Power BI, and through formal presentations.

Qualifications

Should have 60 or more credits towards a degree.

5+ years of experience in IT service management, with at least 2 years in a leadership role overseeing technical staff such as systems administrators, engineers, or support technicians.

Microsoft certifications (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator) are a plus.

Atlassian certifications (e.g., Jira Administrator, Confluence Administrator) are desirable.

Proven experience implementing ITIL processes in a Microsoft-centric environment (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence, Jira Service Management).

Familiarity with collaborating on security initiatives, preferably with a Security Architect or similar role.

Strong team management skills, with experience managing diverse IT roles such as Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician.

Deep understanding of ITIL framework and its application within Microsoft and Atlassian ecosystems.

Proficiency in Microsoft tools (Azure, Microsoft 365, Power BI, Power Automate, Azure DevOps, Excel) and Atlassian tools (Jira, Confluence, Jira Service Management).

Ability to collaborate effectively with security professionals to implement secure IT practices.

Analytical mindset with a focus on problem-solving and process improvement.

Effective communication and stakeholder management skills, with experience using Microsoft Teams and Confluence for collaboration.