Manager, IT Infrastructure and Operations

BrassCraft Manufacturing Company•Novi, MI

9h•Hybrid

About The Position

We are seeking a strategic IT Infrastructure and Operations Manager to lead the planning, implementation, and maintenance of the organization’s IT infrastructure. This role is responsible for the reliability, scalability, and security of all IT systems, networks, and services, while managing a team of infrastructure and support employees. The position also has overall responsibility for service desk operations, driving high-quality support and timely issue resolution. This role ensures efficient service delivery, drives operational excellence, and aligns departmental goals with the organization's overall strategy, combining strategic oversight with a hands‑on approach to process improvement, customer satisfaction, and performance outcomes. This is a hybrid role based out of Novi, MI.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field
7+ years in IT infrastructure and operations, including at least 3 years in a leadership role
Strong expertise in networking, server virtualization, cloud platforms (e.g., Azure), and enterprise systems
Hands-on experience with Commvault (or similar enterprise backup), Azure/M365/Entra ID security (CA/MFA/PIM), and Intune/Autopilot
Experience with Change Advisory Board (CAB) and service catalog implementations
Experience with vendor management, contract negotiation, SLAs, and QBRs
Proven experience managing IT services and operations across multi-site, manufacturing, lab, and remote environments.
Experience with ServiceNow or similar IT Service Management (ITSM) system.

Nice To Haves

Professional certifications in operations or service management (e.g., ITIL, PMP, Cisco (CCNA/CCNP), Microsoft Certified: Azure Administrator, or equivalent).
Skills in IT service management frameworks, including ITIL (Foundation required; Intermediate/Problem/Change preferred)

Responsibilities

Lead IT operations to ensure high availability, optimal performance, and robust security of systems and services.
Supervise and mentor staff across multiple locations to drive effective service delivery and professional development.
Oversee incident, problem, and change management processes to minimize disruptions and coordinate with Managed Service Providers for multi-party changes.
Develop and execute service and operational strategies aligned with organizational objectives, identifying and implementing process improvements and service enhancements.
Manage the IT service catalog, request models, SLAs/SLOs, knowledge base, and problem management, including trend analysis and root cause investigation.
Lead Change Advisory Board (CAB) processes and activities.
Own and manage backup and disaster recovery, ensuring data immutability, offsite copies, and RTO/RPO targets for each application.
Establish and monitor key performance indicators (KPIs)
Collaborate with IT and business leadership to define the operational roadmap, set priorities, and align infrastructure strategy with business goals.
Evaluate and implement new technologies, tools, and processes to drive efficiency and enhance service delivery.
Monitor daily operations for compliance with company policies and standards; act as escalation point for complex technical issues.
Act as liaison to Masco IT Support for troubleshooting and supporting enterprise-wide systems.
Oversee the design, deployment, and maintenance of IT infrastructure, including servers, networks, storage, and cloud environments.
Develop and enforce IT policies, procedures, and best practices for infrastructure and service management.
Manage related vendor relationships, contracts, and SLAs; implement QBR governance, track penalties/earn-backs, and maintain scope and risk registers.
Develop and manage budgets, forecasts, and resource planning for infrastructure and operations.
Govern the asset lifecycle by updating and executing refresh policies by class and tracking assets through their lifecycle.
Oversee manufacturing plant IT operations, including vendor remote access, industrial network segmentation, technology change windows, and the integration of labeling, printing, and scanning systems.
Lead security operations by coordinating vulnerability management and patching, resolving incidents, serving as the primary contact for corporate incident response, enforcing identity controls, and delivering security training.