IT Infrastructure and Help Desk Manager

We are seeking an experienced and dynamic IT Infrastructure and Help Desk Manager to oversee the operation and maintenance of our organization’s IT infrastructure, as well as manage the Help Desk team. The ideal candidate will possess strong technical skills, leadership abilities, and a customer-centric approach to IT service delivery.

Responsibilities:

·        Infrastructure Management:

o   Collaborate with MSP to design, implement, and maintain the organization’s IT infrastructure, including networks, servers, storage, and related hardware.

o   Ensure the security, reliability, and scalability of the infrastructure to meet the organization’s needs.

o   Monitor infrastructure performance and proactively address issues to minimize downtime and disruptions.

o   Plan and execute infrastructure upgrades and expansions in alignment with business requirements and technological advancements.

o   Implement and enforce IT policies and procedures related to infrastructure management, security, and compliance.

o   Provide technical guidance to Sr. System administrators, Application development and data team on integrations with Office 365, databases, VDI, and other applicable technology.

o   Serves as the service owner of Office 365.

o   Lead infrastructure related projects.

·        Help Desk Management:

o   Lead and mentor the Help Desk team, providing guidance and support to ensure high-quality customer service.

o   Establish and maintain Help Desk procedures and workflows for incident management, problem resolution, and service requests.

o   Monitor Help Desk performance metrics and implement continuous improvement initiatives to enhance efficiency and effectiveness.

o   Serve as an escalation point for complex or high-priority issues, working closely with team members to resolve them in a timely manner.

o   Coordinate with other IT teams and departments to facilitate the resolution of user issues and ensure seamless IT service delivery.

·        Team Development:

o   Recruit, train, and develop IT infrastructure and Help Desk staff, fostering a culture of collaboration, accountability, and continuous learning.

o   Conduct regular performance evaluations and provide constructive feedback to team members to support their professional growth and development.

o   Identify training needs and opportunities for skills enhancement, both for individual team members and the team as a whole.

·        Vendor Management:

o   Evaluate and manage relationships with IT vendors and service providers, ensuring that contracted services meet the organization’s expectations and standards.

o   Assist in negotiating contracts, service level agreements (SLAs), and pricing terms with vendors to optimize value and cost-effectiveness.

o   Stay informed about emerging technologies and industry trends, assessing their potential impact on the organization’s IT infrastructure and Help Desk operations.

Qualifications:

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

2.        Proven experience in IT infrastructure management, including network administration, server administration, and storage management.

3.        Proven experience in managing Office 365 environments.

4.        Strong understanding of ITIL framework and best practices for IT service management.

5.        Experience managing a Help Desk or IT support team, including incident management and ticketing systems.

6.        Excellent leadership and communication skills, with the ability to inspire and motivate team members.

7.        Solid problem-solving and decision-making abilities, with a focus on delivering exceptional customer service.

8.        Relevant certifications (e.g., ITIL, CompTIA Network+, Microsoft Certified Systems Administrator) are a plus.