Infrastructure & Operations Manager

Oregon Metro • Metro Regional Center, OR

8d • Hybrid

About The Position

Metro is seeking an Infrastructure & Operations Manager to lead the teams responsible for the technology foundation supporting the organization's diverse services, including regional planning, garbage and recycling, natural area conservation, parks, and major venues like the Portland Expo Center and Oregon Convention Center, as well as the Oregon Zoo. The role involves managing a hybrid IT environment (on-premises and cloud), a Microsoft enterprise stack, and endpoints across various locations. The position emphasizes modernizing operations through automation and AI, focusing on service management, resilience, and team capability. The ideal candidate will be a leader who has experience strengthening infrastructure teams, driving modernization, and fostering a collaborative, team-player approach, aligning technology decisions with Metro's goals and the needs of the departments and venues served.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Five (5) years of experience leading or supervising technical staff or teams in IT infrastructure or IT operations.
• Two (2) years of experience managing IT infrastructure projects or initiatives, such as migrations, consolidations, upgrades, or system implementations.
• Strong foundation in enterprise systems, networking, storage, and identity.
• Deep knowledge of the Microsoft ecosystem, both on-premises and cloud, including licensing and endpoints.
• Experience implementing service management practices that measurably improved operations.
• Experience leading through real incidents, conducting blameless reviews, and implementing preventative fixes.
• Demonstrated ability to automate repetitive work through scripts, pipelines, or configuration.
• Ability to scale processes to risk, implementing controls for changes with significant impact.
• Experience giving people ownership, removing obstacles, and growing their skills.
• Strong collaboration skills with internal teams and service consumers.
• Organizational skills to manage daily operations, projects, budget, and vendors.
• Demonstrated experience with IT vendor, service, and contract management.

Nice To Haves

• Training or certification in an IT service management framework or methodology, such as ITIL, COBIT, or an equivalent.
• Experience in government or another highly regulated industry, such as healthcare, utilities, or financial services.
• Experience leading or working within a union-represented workforce.
• Demonstrated use of AI tools in personal work and experience guiding a team in adopting them.

Responsibilities

• Lead Metro's Systems and Support teams, comprising 14 staff across systems administration and help desk, through two direct-report supervisors.
• Ensure Metro's systems are dependable and secure, enabling employees to rely on technology for their work.
• Manage on-call rotations and serve as the final point for major incident escalation.
• Strengthen the resilience and availability of Metro's systems, including backup and disaster recovery.
• Mature Metro's IT service management by building change, incident, and problem practices for measurable, responsive, and improving service.
• Implement modern operational practices such as infrastructure and configuration as code, proactive observability, and shared documentation.
• Oversee the life cycle and architecture of Metro's systems, making decisions on modernization, consolidation, migration, or retirement.
• Lead the adoption of AI and other innovations in operations, and support team skill development in these areas.
• Partner with cybersecurity leadership to ensure infrastructure meets information security needs.
• Collaborate with Metro's departments and venues, translating technology decisions into understandable terms.
• Develop and manage the infrastructure and operations budget, set vendor and contracting strategy, and optimize technology investments.
• Manage capacity to meet demand, determining which functions should be owned internally versus by vendors.
• Lead major infrastructure initiatives and capital investments, including making the case for them, ensuring delivery, and being accountable for their value.

Benefits

• Full-salary range: $134,836.98 to $172,089.69
• Likely appointment between $134,836.98 to $156,091.17 based on qualifications and equity review.
• Hybrid Telework option (residence in Oregon or Washington required).
• Potential for evening and weekend work, extended hours, and on-call duties.
• Equal employment opportunity and non-discrimination in hiring.
• Reasonable accommodation for disabilities.
• Veterans' preference may be available.
• Pay equity reviews to ensure fair compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager