Job Description – Manager of Infrastructure
Are you an experienced IT Professional with management and helpdesk experience? Are you looking to join a high-performing team in a management role?
InnoSource has partnered with one of the countries leading providers of 3rd-party end-to-end supply chain solutions and is looking for a talented individual to join their team at their Hamilton, Ohio location. This role will manage the support desk and infrastructure team to ensure a high level of quality is presented to both internal and external users. If you are a hard-working and passionate individual looking for the next step in their professional career; this position is for you!
About InnoSource
InnoSource has been Putting Passion to Work for over 25 years. We care about our associates and our clients, and we aim to deliver for both. This means connecting each individual with the best long-term career fit based on unique skills and needs, and guiding you through the process along the way.
Key Responsibilities – Manager of Infrastructure
- Build infrastructure strategy in collaboration with business
- Manage staff and network services
- Management of cloud-based resources/vendor
- Responsible for the overseeing of the maintenance, configuration, and reliable operation of computer systems, network servers and virtualization.
- Responsible for capacity, storage planning and system performance
- Ensure regular backups operations and implement appropriate processes for data protection, disaster recovery and failover procedures.
- Managing Support Desk Team
- Ensuring Customer Service is timely, accurate and professional (with all tickets)
- Ensure documentation of incidents for future reference is sufficient
- Train, Coach and Mentor Support Analysts/Engineers
- Report KPI’s to management on an adhoc and monthly basis (Response time, resolution time, etc)
- Ensure Support Desk has all the resources it needs to be successful (grow knowledge base, personnel, etc)
- Assist in ticket troubleshooting as needed
- Ensure all support hours are covered including any afterhours requests/projects as needed
Required Skills and Knowledge – Manager of Infrastructure
- A thorough understanding of the strategic vision for the support desk and network infrastructure and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for support and infrastructure management.
- Strong communication and customer service skills.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the support desk.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Education and Experience – Manager of Infrastructure
- Bachelor’s Degree in Computer Science or IT related field preferred
- 3-5 years of Helpdesk experience (preferred)
- 5-7 years managing in team environment
Benefits and Pay – Manager of Infrastructure
- Full time position
- 40 hour work week with flexible schedule (Monday – Friday only)
- Health Insurance, Life Insurance, Dental Reimbursement
- PTO and Paid Holidays
Equal Opportunity Employer – Age/Race/Color/Sex/Sexual Orientation/Gender Identity/Disability/Veteran
