Manager IT Infrastructure & End-User Services

ETOC Manager IT Infrastructure & End-User Services

Job Summary

We are seeking a highly skilled and strategic manager of IT infrastructure & end-user services to lead and oversee our critical technology service pillars. This role is responsible for the operational excellence, strategic direction, and lifecycle management of our Cloud platforms (IaaS/PaaS/SaaS), Azure AD, VDI, Microsoft 365 environment, ServiceNow ITSM platform, data backup and storage systems, and the teams comprising our Security Operations Center (SOC), Network Operations Center (NOC), Help Desk, and Software Deployment.

The ideal candidate is a proven leader who can balance technical depth with strong business acumen, ensuring that our IT services are reliable, secure, scalable, and aligned with business objectives.

Key Responsibilities

Technical Operations & Service Delivery

* Cloud & Infrastructure: Oversee the design, implementation, and management of the company's cloud infrastructure (e.g., Azure, AWS), ensuring cost-effectiveness, performance, and security. Manage on-premises and cloud-based backup, disaster recovery, and storage solutions.

* Microsoft 365: Govern the entire M365 suite (Exchange Online, SharePoint, Teams, Intune, Purview, etc.), including security, compliance, licensing, and user adoption.

* ServiceNow: Own the ServiceNow platform strategy, overseeing its configuration, administration, and ongoing development to maximize its value for IT Service Management (ITSM) and business processes.

* SOC/NOC: Collaborate with the SOC to ensure security monitoring, incident response, and vulnerability management processes are effective. Partner with the NOC to ensure network availability, performance, and proactive monitoring.

* Help Desk: Ensure the Help Desk provides timely and effective Tier 1 & 2 support, maintaining high customer satisfaction through efficient ticket resolution and knowledge management.

* Software Deployment: Manage the enterprise software deployment process using tools like Intune, SCCM, or JAMF, ensuring secure, standardized, and timely application delivery.

Security & Compliance:

* Ensure all managed services and systems adhere to industry best practices and compliance standards (e.g., ISO 27001, SOC 2, GDPR).

* Partner with the CISO and security team to implement and maintain robust security controls across the infrastructure.

* Lead incident response efforts for major outages or security events within your domain.

Qualifications and Experience

Required:

* 10+ years of experience in IT, with at least 3+ years in a leadership or management role overseeing diverse technical teams.

* Proven hands-on experience managing and integrating at least three of the following key areas: Public Cloud (Azure/AWS), M365, ServiceNow, Backup/Storage, SOC/NOC.

* Strong financial acumen with experience in budgeting, vendor management, and cloud cost optimization (e.g., Azure Cost Management, AWS Cost Explorer).

* Excellent understanding of ITIL frameworks and experience implementing ITSM best practices.

* Outstanding communication, interpersonal, and stakeholder management skills, with the ability to explain complex technical concepts to non-technical audiences.

Preferred:

* Relevant professional certifications (e.g., Microsoft 365 Certified: Enterprise Administrator Expert, AWS/Azure Solutions Architect, ITIL 4 Managing Professional, ServiceNow Certified System Administrator, CISSP, PMP).

* Experience leading digital transformation or cloud migration projects.

* Strong scripting or automation skills (PowerShell, Python, Terraform).