Infrastructure & User Support Manager

Schuber Mitchell Homes LLC•Joplin, MO

15d

About The Position

The IT Infrastructure & User Support Manager leads the IT Managed Services Provider (MSP) and internal team responsible for IT infrastructure and IT user support services. This role is responsible for collaborating with cross-functional teams, managing resources, and overseeing the related processes to ensure alignment with the organization's business goals.

Requirements

Bachelor’s degree in Information Technology, Information Systems, or a related field or five years of position-related experience required
7+ years of progressive experience in IT operations, infrastructure, or user support roles
3+ years of experience in a senior, lead, or management capacity
Hands‑on experience supporting hybrid IT environments (on‑prem and Azure cloud)
Demonstrated ability to balance technical work with people leadership and service ownership
Strong understanding of computer systems, security, network and systems administration required
Must be curious, proactive, and have a high attention to detail with a relentless pursuit to surmount barriers and meet deadlines
Ability to use logic and reasoning to compare alternative solutions, reach conclusions and solve problems
Excellent interpersonal skills and ability to effectively communicate with teams across the entire organization
Strong organizational and time management skills necessary to be successful working in a cross-functional, fast-paced environment with frequently shifting priorities
Must be at least 21 years of age to drive a company vehicle and have a valid driver’s license and clean driving record

Nice To Haves

Familiarity with Apple hardware and software technology preferred

Responsibilities

Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
Owns the overall user support experience, ensuring timely, effective, and user‑focused resolution of issues
Defines, communicates, and enforces standards, documentation requirements, and service expectations for IT infrastructure and user support
Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, traveling to markets, and implementing continuous improvement
Assists IT MSP with the purchase, configuration, installation, repair, or replacement of hardware, software, and peripherals
Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and IT Support ecosystems
Lead and mentor direct reports, providing technical guidance, prioritization, and performance feedback
Build a service‑oriented culture focused on accountability, quality, and continuous improvement
Provides project management services by coordinating, planning, and implementing technology-related projects and initiatives
Contribute to IT roadmap planning related to operations, infrastructure, cybersecurity, and support
Maintains and upholds IT policies and procedures knowledge base
Performs other related duties as assigned