Infrastructure & Technology Support Manager

Little Rapids Corporation•Green Bay, WI

9d•Hybrid

About The Position

This position is responsible for leading end-user technology services, desktop support operations, technical service delivery, technology adoption, and the associate technology experience across Little Rapids Corporation. This role manages the Technology Support Specialists and serves as the primary operational partner to Systems Administrators. The Infrastructure & Technology Support Manager serves as the first point of leadership escalation for infrastructure, network, endpoint, and support-related concerns, resolving operational issues prior to escalation to the Director of Technology Enablement. This role partners with and provides triage for the Systems Administrators, while contributing to infrastructure planning, cybersecurity readiness, and technology decisions.

Requirements

7+ years of progressive technology support, systems administration, or infrastructure experience.
3+ years of leadership, mentorship, or supervisory experience strongly preferred.
Experience leading desktop support, end-user technology, or service delivery functions.
Experience partnering with infrastructure, systems administration, and cybersecurity teams.
Possess valid driver's license and vehicle for travel and transport of equipment between locations.

Nice To Haves

Bachelor's degree in Information Systems, Information Technology, or related field preferred.
Microsoft, ITIL, cybersecurity, or networking certifications preferred.

Responsibilities

Serve as the direct people manager for Technology Support Specialists, owning performance management, coaching, development planning, and day-to-day work assignment and prioritization for the team.
Own the overall Little Rapids’ associate technology experience and end-user computing standards.
Manage ticket queues, escalations, SLAs, and service delivery performance.
Own hardware lifecycle, device standards, deployment, and inventory practices.
Serve as first-line triage for infrastructure, network, server, and endpoint issues.
Partner with Systems Administrators on deployments, upgrades, and operational readiness.
Provide support, usability, and adoption input into infrastructure decisions.
Support vulnerability remediation and endpoint cybersecurity efforts.
Participate in incident response and technology recovery activities.
Maintain support documentation, SOPs, and knowledge management resources.
Ensure successful onboarding and technology orientation for new associates.
Manage support-related vendors, tools, and service providers.
Provide peer-level technical mentorship and knowledge sharing with Systems Administrators.