IT End-User Support and Infrastructure Manager

Avance Care•Durham, NC

2d•Onsite

About The Position

As our IT End-User Support and Infrastructure Manager, you’ll combine hands‑on IT infrastructure management with leadership of end‑user support services, ensuring reliable systems, secure networks, and high‑quality user assistance. This role is crucial for maintaining the operational integrity and efficiency of Avance Care's IT environment across its expanding network of practice locations.

Requirements

Bachelor's degree in Computer Science, Engineering, MIS, or equivalent.
Proven experience managing technical teams.
Proven experience managing projects.
Proven experience managing SLAs.
Proven experience managing vendor contracts.
Strong interpersonal skills.
Strong organizational skills.
Strong diplomatic skills to manage stakeholder relationships under pressure.

Nice To Haves

Relevant certifications like ITIL or CompTIA highly preferred.

Responsibilities

Manage the IT support work (endpoints and software) and processes for all new and existing locations and corporate offices.
Maintain a high level of customer satisfaction among business users.
Ensure SLA adherence and compliance of IT support and organization policies and HIPAA norms.
Provide first line technical support for hardware, software, networking, and cloud services.
Manage user onboarding/offboarding, licensing, and access control.
Own accurate asset and configuration inventory across hardware, software, and licensing.
Handle escalations and ensure timely closure of complex technical issues.
Troubleshoot and resolve complex technical issues, including remote support.
Communicate technical solutions in clear, non‑technical terms to diverse audiences.
Identify process improvements and implement best practices in support operations.
Responsible for the secure reliable operation of all IT Infrastructure systems and ensures the continuous reliable operation of all critical infrastructure.
Manage network configuration, cloud infrastructure, hardware/software installation, updates, and security measures.
Develop and enforce disaster recovery and business continuity plans.
Monitor system performance, troubleshoot issues, patching cycles, and ensure service availability.
Maintain documentation for network configurations, disaster recovery plans, cabling layouts, and other IT procedures.
Manage vendor relationships, SLAs, and contracts for IT services.
Assist with development and maintenance of IT policies and procedures.
Coordinate IT projects, prioritize workloads, and allocate resources effectively.
Establish and maintain relationships with external IT vendors and partners.
Stay current with emerging technologies, regulatory changes, and industry trends.
Experience managing IT budgets and vendor relationships.