IT Manager, Infrastructure & Systems OperationsThe IT Manager, Infrastructure & Systems Operations is responsible for the day-to-day management, support, and reliability of the university's core IT infrastructure environment. This includes servers, cloud resources, storage, identity services, system monitoring, and related backend systems that support institutional operations.Reporting to the Sr. Director of Infrastructure, this role ensures stable, secure, and high-performing infrastructure services across the organization.
The position provides hands-on technical leadership, oversees infrastructure support staff and vendors, and ensures timely resolution of operational issues.This role is focused on execution, operational stability, and technical oversight in a complex higher education IT environment.Essential Duties And ResponsibilitiesInfrastructure Operations & Reliability (30%)Manage daily operations of core IT infrastructure including servers, storage, virtualization, and cloud environmentsEnsure high availability, performance, and reliability of backend systemsOversee system monitoring, alerting, patching, and maintenance activitiesCoordinate infrastructure troubleshooting and incident resolutionMaintain operational standards and configuration consistencySystems Administration & Backend Services (20%)Oversee administration of core infrastructure services including identity, directory services, and authentication systemsSupport configuration, maintenance, and optimization of backend platformsEnsure system documentation is current and accurateProvide technical escalation support for infrastructure-related issuesIncident Management & Operational Support (15%)Serve as escalation point for infrastructure incidents and outagesEnsure timely response, resolution, and communication during service disruptionsCoordinate root cause analysis and corrective actionsSupport ITIL-based incident and problem management processesInfrastructure Team & Vendor Coordination (15%)Supervise technical staff and/or contractors supporting infrastructure operationsAssign work, manage priorities, and ensure timely task completionCoordinate with external vendors for infrastructure hardware, cloud, and support servicesMonitor vendor performance and service delivery commitmentsSystems Maintenance & Lifecycle Management (10%)Manage patching, upgrades, and lifecycle replacement for infrastructure systemsEnsure systems remain secure, supported, and compliant with standardsPlan and execute maintenance activities with minimal business disruptionTrack hardware and software lifecycle statusEnterprise Systems Support & Integration (5%)Support connectivity and integration between infrastructure systems and enterprise applicationsTroubleshoot system connectivity and data flow issuesCollaborate with application teams to ensure reliable backend servicesDocumentation & Process Improvement (5%)Maintain infrastructure documentation, diagrams, and operational proceduresImprove operational processes for efficiency, reliability, and consistencySupport cross-training and knowledge sharing within IT infrastructure teamProfessional Development & Technical Currency (5%)Maintain knowledge of infrastructure technologies, cloud platforms, and system toolsStay current on industry best practices for IT operations and infrastructure managementContinuously develop technical and operational skillsMinimum QualificationsEducationBachelor's degree in Computer Science, Information Systems, Engineering, or related field requiredEquivalent combination of education and relevant experience consideredExperience5+ years of experience in IT infrastructure, systems administration, or operations support2–3+ years of experience supervising technical staff or contractors preferredHands-on experience supporting servers, storage, virtualization, and/or cloud environmentsExperience in production IT support or operations environment requiredHigher education or complex enterprise environment experience preferredKnowledge, Skills & AbilitiesStrong understanding of IT infrastructure, systems administration, and backend operationsExperience with production support, incident management, and troubleshootingAbility to manage multiple operational priorities in a fast-paced environmentStrong communication skills with technical and non-technical stakeholdersAbility to coordinate across IT teams and external vendorsStrong analytical and problem-solving skillsTechnical SkillsExperience with Windows and/or Linux server environmentsFamiliarity with cloud infrastructure (AWS, Azure, or hybrid environments)Understanding of virtualization platforms (e.g., VMware or similar)Experience with identity and directory services (e.g., Active Directory)Experience with ITSM/ticketing systemsScripting or automation experience preferredSupervisionDirect supervision of infrastructure support staff and/or contractors (typically 1 FTE equivalent)Responsible for task assignment, workload management, and performance oversightReports to Sr. Director of InfrastructureFinancial ResponsibilitySupports infrastructure operations budgeting and procurement activitiesProvides input into hardware, software, and cloud service purchasing decisionsWork EnvironmentStandard IT operations environmentOccasional work in data center or infrastructure facilitiesMinimal physical requirementsOccasional after-hours support required for maintenance or incident responseDecision-MakingMakes operational decisions related to infrastructure support and system stabilityEscalates strategic or high-impact issues to Director of InfrastructureResponsible for execution within defined operational standards and policiesInterpersonal RelationshipsInfrastructure and systems operations teamIT service desk and support teamsApplication and integration teamsExternal infrastructure vendors and service providersIT leadership and operations managementThe hiring salary range for this position is $110,000.00 - $120,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.
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