Purpose

The IT Infrastructure Manager leads a Level 3 engineering team for IT infrastructure support and administration. This role ensures high-quality IT infrastructure uptime, drives ITIL-based service management practices, and fosters a collaborative, team-oriented culture aligned with a global organizational environment. The IT Infrastructure Manager is also responsible for handling escalation tickets with due diligence.

Essential Functions

Team & Operational Leadership

• Lead and manage a Level 3 IT engineering team, setting clear goals and expectations.
• Develop and execute short-term operational plans aligned with departmental objectives.
• Promote a culture of accountability, continuous improvement, and shared success.
• Managing the IT Infrastructure staff by recruiting and training employees, communicating job expectations and monitoring performance.

System Oversight and Service Management

• Ensure IT infrastructure uptime and handle escalation tickets with due diligence.
• Managing the day-to-day operational and Projects tasks within the IT Infrastructure team.
• Provide assistance in bringing up the annual IT budget and ensuring cost effectiveness
• Coordinating technology installations, upgrades and maintenance.
• Evaluating technology risks to develop a disaster recovery plan and backup procedures.
• Demonstrating a deep technical and strategic understanding of the IT Services and Operations.
• Apply and enforce ITIL practices across incident, problem, and change management
• Collaborate with the Service Delivery Manager to align service processes and improvements
• Drive performance against KPIs related to ticket management, SLA adherence, and service quality

Communication & Collaboration

• Communicate effectively with internal stakeholders, including senior leaders, to align priorities and expectations.
• Foster a team-oriented environment that values transparency, respect, and proactive support.
• Adapt communication and working styles to align with global organization culture.

Continuous Improvement

• Identify and implement improvements to systems, processes, and team workflows.
• Analyze service data to identify trends, root causes, and opportunities for optimization.

Skills & Competencies

• Strong technical knowledge on Datacenter Infrastructure and ITIL-based service management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and lead a team in a dynamic environment.
• Proven knowledge and experience of delivering technical support services
• Strong analytical and problem-solving skills.
• Cultural awareness and adaptability to work within a global organizational structure.

Required Experience & Education

• Bachelor’s degree in computer science, Information Systems, or a related field.
• Minimum of 7 years of experience in IT Infrastructure, with at least 3 years in a leadership role.
• Experience with hybrid environments including on-premises and cloud services
• Hands-on experience with a Physical Server\Storage Infrastructure, Virtualization preferably VMWare and Networking.

Preferred Experience

• Experience working in a global or matrixed organization.
• Familiarity with automation and monitoring tools.

Certifications

• ITIL Foundation certification (required)
• Any Technical Certification is bonus
• Yes. Direct supervision of system & network engineers\administrator within the IT Infrastructure team.

Supervisory Responsibilities

Physical Requirements

• Work is performed in a normal office setting with minimal exposure to health or safety hazards.  Prolonged periods of sitting at a desk and working on a computer.
• Travel may be required.
• Moderate lifting/carrying 15-44 lbs. with assistance; use of fingers; walking/standing 2-6 hours

Onboarding

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.