Sr. Manager, IT Systems & Support

iRobot•Bedford, MA

1d•Hybrid

About The Position

As the Senior Manager of Infrastructure, Identity & Service Operations, you will be responsible for leading the delivery, reliability, and continuous improvement of the organization’s core IT infrastructure and end user services. This role requires strong experience in infrastructure operations, identity and access management (including Okta), service desk leadership, and operational coordination with network teams. You will oversee Tier 1 and Tier 2 end user support, Windows and virtualization platforms, identity services, and collaboration tools, ensuring stable, secure, and scalable IT services that support business operations.

Requirements

10+ years of experience in enterprise IT infrastructure and operations.
5+ years of experience in people management or senior operational leadership roles.
Required experience with: Windows Server and Active Directory
Virtualization platforms (Nutanix and/or VMware)
Okta Identity and Access Management (SSO, MFA, lifecycle management)
Service Desk and end‑user operations
Working knowledge of enterprise networking concepts, including LAN/WAN, SD‑WAN, and network‑dependent services.
Experience supporting security, audit, and compliance requirements.

Responsibilities

Strategic Leadership & Vision Lead, mentor, and manage teams responsible for infrastructure operations, identity services, and IT service delivery.
Define and execute operational strategies aligned with business, security, and compliance objectives.
Partner with IT and business leadership to establish service goals, priorities, and performance metrics.
Provide leadership oversight for infrastructure, identity, and service‑related initiatives.
Communicate operational status, risks, and priorities to stakeholders in a clear and consistent manner.
Oversee Tier 1 and Tier 2 Service Desk operations, ensuring effective support for endpoints, applications, identity services, and network‑related issues.
Maintain operational accountability for Windows Server environments and virtualization platforms (Nutanix / VMware).
Lead Identity and Access Management operations, including Active Directory and Okta, ensuring secure authentication, authorization, and lifecycle management.
Oversee backup, recovery, and disaster recovery planning and readiness.
Support and govern enterprise collaboration platforms, including Zoom, Slack, SharePoint, Jira, and Confluence.
Establish and maintain escalation, incident response, and on‑call processes to ensure service continuity.
Act as the primary Infrastructure Operations liaison to Network Engineering teams.
Ensure infrastructure and service desk teams understand network dependencies, escalation paths, and operational impacts.
Participate in root‑cause analysis and post‑incident reviews for network‑related service disruptions.
Support alignment between infrastructure services, network architecture, and security controls
Ensure security baselines, patching standards, and hardening practices are followed across infrastructure and identity platforms.
Partner with Security and GRC teams to support audits, access reviews, and compliance activities (SOC, ISO, NIST).
Identify operational and service risks and drive mitigation and remediation plans.
Ensure identity and infrastructure controls support both security and business requirements.
Develop and maintain operational documentation, runbooks, and service procedures.
Promote collaboration across infrastructure, network, security, and application teams.
Track and report on service performance metrics and KPIs.
Oversee communication during outages and critical incidents.
Drive continuous improvement initiatives focused on service reliability, efficiency, and user experience.