IT Infrastructure Manager - EMBREY Headquarters

Embrey Management Services LTD.•San Antonio, TX

13h•Onsite

About The Position

The IT Infrastructure Manager is a hybrid role combining technical expertise and operational leadership to deliver secure, reliable technology services across the organization. This role oversees infrastructure, MSPs, service desk operations, and support for 60+ locations, while partnering with the business to drive performance, accountability, and a strong end-user experience. EMBREY is a vertically integrated real estate investment company that develops, builds, acquires, owns, and manages multifamily communities and commercial assets in select markets throughout the United States. With over 50 years in business, more than 6,000 units under construction, and nearly 14,400 units under management, EMBREY does more than build places to work and live. They design the experience, and together as ONE EMBREY, they deliver exceptional results. The company values dedication, encourages growth and celebrates teamwork, and was recently recognized as one of the Best Places to Work by the San Antonio Business Journal.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience
Six (6) to ten (10)+ years of progressive experience in IT infrastructure and operations, with at least three (3) years in a technical role such as Systems Administration or Systems Engineering
Proven experience managing third-party managed service providers (MSPs) and vendor relationships
Strong understanding of IT service management (ITSM) frameworks, with ITIL experience preferred, and knowledge of service delivery best practices
Experience with Microsoft technologies, including the Microsoft ecosystem and SharePoint
Familiarity with cloud platforms such as Azure and AWS
Working knowledge of networking, endpoint management, and collaboration tools
Criminal and Civil Background Check, Non-DOT Testing, and Motor Vehicle Record (MVR)

Nice To Haves

ITIL experience preferred

Responsibilities

Own the performance, availability, and security of all infrastructure services, including cloud, network, endpoints, and collaboration platforms
Oversee service desk operations (internal or outsourced), ensuring high-quality, responsive support
Define and track service performance metrics (e.g., SLA attainment, first-call resolution, user satisfaction)
Champion a premium support culture focused on responsiveness, communication, and user empathy
Implement and mature ITIL-aligned processes (incident, problem, change, asset, and request management)
Drive standardization of policies, procedures, and documentation across IT operations, ensuring alignment between IT and the business
Serve as primary owner of MSP relationship, holding vendor accountable to SLAs, KPIs, and contractual obligations
Ensure MSP delivers proactive, business-aligned support, not just reactive ticket resolution
Proven experience managing various technical or operational projects
Ability to manage competing priorities in a fast-paced environment
Act as a trusted advisor to business leaders, aligning infrastructure services to business priorities
Translate technical capabilities into business value, enabling productivity and growth
Proactively identify opportunities to enhance user experience and operational efficiency
Establish a culture of accountability, service excellence, and continuous improvement
Analyze trends, root causes, and service gaps to drive systemic improvements
Introduce modern practices (automation, self-service, AI-assisted support) to elevate service delivery