Technology Infrastructure & Support Manager

Navy Mutual Aid Association•Arlington, VA

2d•$115,822 - $147,673

About The Position

The ITIL Infrastructure and Support Manager oversees a team delivering and maintaining IT services aligned with ITIL best practices in a Microsoft and Atlassian environment. The role manages IT infrastructure and support operations, using Microsoft technologies—including Azure, Microsoft 365, and Windows Server—and Atlassian tools—including Jira and Confluence—to support incident management, problem management, change management, and service desk functions. The Manager works with IT professionals, business units, vendors, the Security Architect, and other IT teams to align IT services with organizational needs. The role also monitors service performance, manages infrastructure changes and major incident resolution, leads service desk operations, and identifies opportunities to improve processes and infrastructure operations through automation.

Requirements

Should have 60 or more credits towards a degree.
5+ years of IT service management experience, including at least 2 years in a leadership role overseeing technical staff such as systems administrators, engineers, or support technicians.
Proven experience implementing ITIL processes in a Microsoft-centric environment (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence, Jira Service Management).
Familiarity with collaborating on security initiatives, preferably with a Security Architect or similar role.
Strong team management skills, with experience managing diverse IT roles such as Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician.
Deep understanding of the ITIL framework and its application within Microsoft and Atlassian ecosystems.
Proficiency in Microsoft tools (Azure, Microsoft 365, Power BI, Power Automate, Azure DevOps, Excel) and Atlassian tools (Jira, Confluence, Jira Service Management).
Ability to collaborate effectively with security professionals to implement secure IT practices.
Analytical mindset focused on problem-solving and process improvement.
Effective communication and stakeholder management skills, with experience using Microsoft Teams and Confluence for collaboration.

Nice To Haves

Microsoft certifications (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator) are a plus.
Atlassian certifications (e.g., Jira Administrator, Confluence Administrator) are desirable.

Responsibilities

Collaborate with a team of IT professionals, including the Senior Systems Administrator, Systems Engineer II, and Desktop Support & Infrastructure Technician, in support of the Association.
Oversee the implementation and execution of ITIL processes, including Incident Management, Problem Management, Change Management, Service Asset and Configuration Management, and Service Desk operations, using Jira for workflow tracking and Confluence for documentation.
Act as a Process Owner or Manager for key ITIL processes, ensuring adherence to best practices and organizational policies.
Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) using Jira dashboards and Microsoft Power BI.
Ensure the reliability, availability, and performance of IT infrastructure, including Microsoft Azure cloud services, Microsoft 365 applications, Windows Server environments, and Active Directory.
Manage major incident resolution and root cause analysis for recurring issues, using Azure Monitor and Microsoft Endpoint Manager for diagnostics.
Oversee the change management process in Jira to assess, approve, and implement IT infrastructure changes with minimal disruption.
Manage service desk operations, with the Desktop Support & Infrastructure Technician handling frontline support and using Jira Service Management for ticketing and user requests.
Implement strategies to improve first call resolution rates and user satisfaction for Microsoft 365 and other enterprise applications.
Partner with the Security Architect to ensure IT infrastructure and support operations comply with organizational security policies and industry standards.
Identify opportunities to optimize ITIL processes and infrastructure operations through automation using Microsoft Power Automate, Azure Automation, or Atlassian integrations.
Work with business units, vendors, the Security Architect, and other IT teams to align IT services with organizational needs, using Confluence for collaboration and Microsoft Teams for communication.