Infrastructure Manager - End User Services

Rosen's Diversified, Inc.•Green Bay, WI

About The Position

The Infrastructure Manager – End User Services is responsible for providing direct leadership to the team. This individual will be self-directed, responding to staff needs, immediate support requests, and identifying and implementing longer-term projects. The Infrastructure Manager – End User Services will analyze and recommend solutions to complex problems, prioritize workload for themselves and the team, and ensure the effective leadership of the organization’s infrastructure, monitoring and security.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, or related field or equivalent experience.
8+ years' experience in the field or related area.
2+ years' experience as a team leader, sr. level position or similar role.
Experience with ITSM ticketing systems.
Understanding and working knowledge of Network Operations and Systems Administration.
Strong technical aptitude, creativity, and ability to research and solve complex issues.
Identify opportunities for process improvements and implement best practices in IT support services.
Experience or exposure to appropriate systems such as: Microsoft Windows PC platforms, Office 365, Printers and Print solutions, Remote support tools, End user provisioning, deprovisioning and automation tools.
Data driven, continuous improvement mindset in servicing our customers.
Team player that works closely with client operations and purchasing group.
Excellent written and verbal communication skills.
Possess a team player mentality that values contributing to the overall goals of the organization, regardless of the role asked to perform.
Strong negotiation skills to secure favorable terms with vendors.
Strong problem solving and interpersonal skills.

Nice To Haves

Certification(s) in area of specialty is a plus.
ITIL training/certification a plus.

Responsibilities

Hire, mentor, and coach staff, focusing on performance and improvement activities.
Serve as an escalation point for the team.
Conduct regular performance reviews and recommend annual compensation changes based on those reviews.
Develop and manage the infrastructure budget, ensuring efficient allocation of resources.
Identify opportunities to reduce costs and improve operational efficiency.
Present recommendations to leadership.
Prepare accurate budget forecasts and track spending against budget.
Conduct cost-benefit analyses to evaluate the financial impact of infrastructure investments.
Collaborate with other teams to develop the overall infrastructure strategy.
Interact with customers and vendors (internal and external) and improve department success through great relationships.
Act as an escalation point for the team, working with employees and contractors to resolve outstanding items and ensure overall customer satisfaction.
Act as a point person for understanding technology lifecycles and lead multiple projects through planning, requirements, build and execution.
Define potential new project intake with requestors, summarize, and discuss with the team for prioritization.
Actively participate or lead annual disaster recovery exercises.
Participate in the design, installation, maintenance, monitoring, and patching of the infrastructure.
Participate in the development, management, and implementation of the organization's infrastructure strategy.
Create and communicate key performance metrics to IT leadership.
Present recommendations to leadership in a clear and professional manner to support informed decision making.
Ensure on-call after-hours support is scheduled and staffed (you will be required to serve as an escalation point after hours as needed).
Identify, recommend, and implement opportunities to leverage technology and enhance process efficiencies that will best support business goals.
Ensure the IT ticket process is followed, monitored, and reported on.
Leverage and follow the change management process.
Quickly adjust to constantly changing conditions, displaying a positive attitude toward new opportunities and change.
Other duties/responsibilities as assigned.