IT Infrastructure & Operations Manager

Santikos Entertainment•San Antonio, TX

3d•Onsite

About The Position

Lead the day-to-day operation, reliability, and continuous improvement of Santikos’ enterprise technology environment while providing direct leadership to the IT support team. Oversee infrastructure, networking, cloud operations, service delivery, technical vendor relationships, and operational technology projects across corporate offices and theater locations. Serve as the primary technical owner for Santikos’ digital platforms, including coordination of website, mobile application, kiosk, and related vendor activities.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field preferred; equivalent combination of relevant education, technical training, certifications, and experience will be considered
Minimum of 7 years of progressive experience in information technology, including infrastructure, systems, network, cloud, or IT operations responsibilities
Minimum of 2 years of direct people-management or technical team leadership experience, including responsibility for performance management, workload prioritization, employee development, and accountability
Hands-on experience with Microsoft Azure and Microsoft 365 environments, including identity, compute, storage, networking, monitoring, and administrative concepts
Demonstrated experience supporting multi-site or distributed technology environments; retail, hospitality, entertainment, or location-based operations experience preferred
Strong experience with enterprise networking concepts including routing, switching, firewalls, wireless, VPNs, DNS, DHCP, internet connectivity, and network troubleshooting
Experience managing third-party technology vendors, MSPs, software providers, or other outsourced technical partners
Experience leading infrastructure projects, technology deployments, upgrades, migrations, or operational improvement initiatives
Experience with IT service management, incident management, change management, disaster recovery, and business continuity practices
Working knowledge of cybersecurity fundamentals, vulnerability, remediation, identity and access management, logging/monitoring, and technology compliance requirements
Strong understanding of enterprise infrastructure, cloud, networking, endpoint, identity, and support operations
Working proficiency with Microsoft Azure, Microsoft 365, Entra ID, Windows Server, and related Microsoft enterprise technologies
Strong networking knowledge, including firewalls, routing, switching, wireless, VPNs, DNS, DHCP, WAN/ISP connectivity, and network troubleshooting
Experience with monitoring, alerting, backup, recovery, patching, configuration management, and infrastructure documentation tools
Ability to troubleshoot complex issues across multiple technology layers and coordinate specialists or vendors when escalation is required
Understanding of web and mobile technology operations, including DNS, SSL/TLS certificates, application releases, integrations, APIs, credentials, and vendor-hosted platforms
Demonstrated ability to lead, coach, develop, and hold technical employees accountable while creating a collaborative and service-oriented team environment
Strong judgment and composure during outages, escalations, security events, and other high-pressure operational situations
Excellent problem-solving skills with the ability to move between hands-on technical detail and broader business priorities
Strong written and verbal communication skills, including the ability to explain technical issues, risks, and recommendations to non-technical stakeholders and executive leadership
Strong project-management and organizational skills with the ability to prioritize competing operational, project, and support demands
Ability to build productive relationships across departments, including Marketing, Operations, Finance, and other business functions
Strong vendor-management and negotiation skills with a focus on accountability, measurable outcomes, and value
Proactive mindset with a focus on ownership, continuous improvement, documentation, and eliminating recurring problems
Ability and willingness to develop broader enterprise IT leadership capability over time

Nice To Haves

Relevant certifications, such as Microsoft Azure, Microsoft 365, Cisco, Meraki, ITIL, CompTIA, or project management certifications preferred
Familiarity with scripting, automation, and modern infrastructure-management practices is preferred

Responsibilities

Lead the day-to-day operations of Santikos’ IT infrastructure, networking, cloud, and end-user support functions to ensure reliable and responsive technology services across corporate and theater locations
Directly manage, coach, and develop the IT support team, including workload prioritization, escalation management, performance expectations, cross-training, and professional development
Provide leadership-level technical oversight and hands-on accountability while keeping the role focused on team leadership, operational ownership, complex escalations, and continuous improvement rather than functioning as the primary end-user support resource
Oversee enterprise infrastructure and network operations, including Meraki networking, firewalls, wireless networks, connectivity, VPN technologies, DNS, certificates, and related services
Provide operational leadership for Microsoft Azure and Microsoft 365 environments in partnership with internal administrators and external technical resources
Monitor infrastructure health, availability, capacity, and performance; identify recurring issues and drive corrective actions that improve reliability and reduce support demand
Serve as the senior operational escalation point for complex, infrastructure, network, cloud, endpoint, and theater technology issues
Lead major incidents and service disruptions, coordinating internal staff and external vendors through restoration, root-cause review, follow-up actions, and communication to leadership
Manage backup, recovery, disaster recovery, and business continuity processes for assigned infrastructure and systems; periodically validate documentation and recovery readiness
Plan and coordinate infrastructure upgrades, technology refreshes, deployments, migrations, and other IT projects while balancing operational priorities and business impact
Develop and maintain technology standards, operating procedures, support processes, inventories, diagrams, system documentation, and knowledge-transfer materials
Manage assigned technology vendors and service providers, including performance, escalations, project delivery, contract obligations, service levels, and technical accountability
Serve as IT’s primary technical relationship owner for The Tuna Group and other digital-platform vendors supporting the Santikos website, mobile application, kiosks, and related guest-facing technologies
Coordinate website, mobile application, and kiosk technical health, deployments, integrations, releases, DNS/SSL requirements, credentials, outages, and vendor escalations while partnering with Marketing on guest-facing content and priorities
Partner closely with the Cloud/POS team on Vista/POS, Azure, Microsoft 365, and related operational dependencies while maintaining clear ownership and escalation paths
Partner with the Cybersecurity Analyst and CIO to implement security improvements, remediate vulnerabilities, support incident response, maintain appropriate access controls, and ensure operational practices align with security and compliance requirements
Support PCI and other technology compliance activities by ensuring infrastructure changes, evidence, documentation, and remediation actions are completed within assigned areas
Identify opportunities to simplify operations, automate repetitive work, reduce technical debt, improve service levels, and optimize technology spending
Evaluate emerging technologies and make practical recommendations that improve reliability, scalability, supportability, and business value
Communicate technical risks, outages, project status, vendor issues, and recommended actions clearly to the CIO and other business leaders
Build operational depth within the team through cross-training, documentation, delegation, and deliberate development of future technical and leadership capability
Perform other technology leadership and operational duties as assigned