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.

Clinisys' AI Philosophy:

Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve, must drive an AI first sense of purpose and urgency.

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

Supervisory Responsibilities

· Yes. Direct supervision of system & network engineers\administrator within the IT Infrastructure team.

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