IT Infrastructure Manager (Hybrid)

Intact Insurance Specialty Solutions•Boston, MA

21h•Hybrid

About The Position

The IT Infrastructure Manager joins Intact Insurance Specialty Solutions’ Corporate IT team and provides leadership, strategic direction, and architecture for the Network Infrastructure, Telecommunications, and Messaging teams. The role is responsible for the availability, security, performance, lifecycle management, and modernization of enterprise network, voice, video, contact center, and messaging services. It oversees Cisco LAN/WAN and wireless infrastructure; Microsoft Teams Telephony and Teams Rooms; Five9 Contact Center; Microsoft 365, Outlook, and Exchange messaging; and email security technologies including Proofpoint and Trend Micro. The manager is also responsible for departmental budgeting, contract management, vendor relationships, technology planning, service delivery, and major infrastructure initiatives. The position is based in the Canton, MA; Boston, MA; Farmington, CT; or Raleigh, NC offices on a hybrid schedule.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Business, or a related discipline, or equivalent experience.
3 to 5 years of experience in enterprise infrastructure, networking, telecommunications, messaging, or technology operations, including leadership responsibilities.
1 to 3 years of experience with enterprise networking, Microsoft 365, Teams, messaging, telecommunications, contact center, and security technologies.
Demonstrated experience with budgeting, forecasting, contracts, vendor management, procurement, and technology lifecycle planning.
Strong understanding of cybersecurity, risk management, disaster recovery, change management, and IT service management.
Strong leadership, communication, negotiation, problem-solving, and executive presentation skills.
Ability to translate complex technical requirements and risks into clear business recommendations.

Responsibilities

Lead, develop, and establish priorities for the Network, Telecommunications, and Messaging teams.
Ensure reliable, secure, and effective delivery of critical infrastructure and communication services.
Oversee incident escalation, problem management, root-cause analysis, disaster recovery, operational documentation, and continuous improvement.
Promote staff development, cross-training, automation, standardization, and succession planning.
Provide strategic and operational oversight of Cisco LAN, WAN, wireless, routing, switching, data center, cloud connectivity, and carrier services.
Direct network architecture, capacity planning, lifecycle management, monitoring, security remediation, and disaster recovery.
Oversee network support for offices, data centers, real estate initiatives, cloud services, and infrastructure projects.
Lead Microsoft Teams Telephony, Operator Connect, Microsoft Teams Rooms, enterprise video, E911, and Five9 Contact Center services.
Oversee voice and contact center architecture, call routing, auto attendants, queues, IVR, conferencing, endpoint management, monitoring, and lifecycle planning.
Ensure voice, video, and contact center platforms meet business, security, availability, and compliance requirements.
Lead Microsoft 365 Messaging, Exchange Online, Outlook, mail flow, and hybrid messaging services.
Oversee email security services and controls, including Proofpoint, Trend Micro, anti-phishing, anti-malware, DKIM, SPF, and DMARC.
Partner with Security, Privacy, Legal, and Compliance on cybersecurity incidents, retention, litigation holds, eDiscovery, regulatory requirements, and investigations.
Direct messaging migrations, integrations, business transitions, automation, and Microsoft 365 tenant changes or demergers.
Develop and manage operating and capital budgets, forecasts, technology refresh plans, and business cases.
Manage contracts, renewals, licensing, telecommunications services, maintenance agreements, and vendor performance.
Lead vendor negotiations and maintain strategic relationships with technology manufacturers, carriers, service providers, and consulting partners.
Identify cost optimization opportunities while balancing service quality, security, lifecycle risk, and business requirements.
Develop technology roadmaps and recommend investments aligned with business strategy, cybersecurity requirements, and enterprise architecture standards.
Ensure security and risk management are integrated into network, telecommunications, contact center, and messaging services.
Sponsor and oversee technology modernization, lifecycle replacement, migration, acquisition/divestiture, and cross-functional infrastructure initiatives.
Serve as a management escalation point and trusted advisor to technology and business leadership.