Technical Support and Infrastructure Manager

Imperative Logistics•Laredo, TX

8d•Onsite

About The Position

The Technical Support & Infrastructure Manager is responsible for the stability, availability, security, and performance of the company’s IT infrastructure and end-user support services. This role leads the support and infrastructure teams, ensuring reliable day-to-day operations while continuously improving service quality, system uptime, cybersecurity posture, and operational efficiency across multiple locations. This job description reflects the current assignment of essential functions and is not meant to be all-inclusive. Duties and responsibilities may be assigned or reassigned to this job at any time and may be modified to reasonably accommodate an individual with a disability or for other reasons.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
5+ years of experience in IT infrastructure and support roles.
3+ years in a leadership or management position.
Strong knowledge of: Networking (TCP/IP, firewalls, VPNs, routing/switching), Windows Server, Active Directory, Microsoft 365, Virtualization (VMware / Hyper-V), Backup, DR, and monitoring tools.
Experience supporting multi-site environments.
Strong leadership and people management skills.
Excellent troubleshooting and problem-solving abilities.
Strong communication and stakeholder management.
Ability to prioritize in a fast-paced, operational environment.
Customer-focused mindset.
Strategic thinking with hands-on execution capability.

Nice To Haves

LICENSE AND CERTIFICATIONS: (If license(s) or certification(s) is required to practice a trade or profession, you must attach a copy.

Responsibilities

Oversee design, implementation, and maintenance of IT infrastructure including: Networks (LAN, WAN, Wi-Fi, VPN, SD-WAN), Servers (physical and virtual), Cloud and hybrid environments, Data centers and DR environments.
Ensure high availability, performance, scalability, and security of all infrastructure systems.
Manage backups, replication, disaster recovery, and business continuity plans.
Coordinate infrastructure upgrades, patches, and lifecycle management.
Lead the Helpdesk / Technical Support team providing Tier 1–3 support.
Ensure timely resolution of incidents, service requests, and escalations.
Define, monitor, and improve SLAs, KPIs, and customer satisfaction metrics.
Establish standard operating procedures (SOPs) and IT service management best practices (ITIL).
Support cybersecurity initiatives in coordination with cybersecurity leadership.
Enforce security policies, access controls, patching, endpoint protection, and monitoring.
Participate in incident response, vulnerability management, and audits.
Ensure compliance with internal policies and industry best practices.
Manage relationships with MSPs, ISPs, telecom providers, hardware/software vendors.
Negotiate contracts, licenses, and service agreements.
Manage infrastructure and support budgets, forecasting costs and optimizing spend.
Lead, mentor, and develop infrastructure and support staff.
Conduct performance reviews and skills development planning.
Foster a service-oriented, proactive, and collaborative IT culture.
Lead or support IT infrastructure and support projects.
Collaborate with application, development, and business teams.
Identify opportunities for automation, standardization, and modernization.