IT Infrastructure & User Support Manager

Position Summary

Essential Duties and Responsibilities

• Recruit, lead, and mentor direct reports, providing technical guidance, prioritization, and timely performance feedback; cultivating the personal, spiritual, financial, and professional growth of employees through open communication and weekly 1:1s
• Owns and provides hands-on leadership and oversight for network infrastructure (on prem and Azure), server environments (physical, virtual, and cloud-based), and end user hardware lifecycle (PCs, peripherals, refresh cycles) ensuring stability, reliability, and alignment with security best practices
• Provides directional leadership and oversight of IT MSP (Network, Server, PC, and Tier 1 User Support)
• Implements, enforces, and audits network, endpoint, identity, incident response, and security controls
• Owns the overall user support experience ensuring timely, effective, and user‑focused resolution of issues with a focus on quality, accountability, and continuous improvement
• Provides hands-on IT support such as fielding communications, performing Identity and Access Management (IAM) activities, configuring, installing hardware, software and peripherals, and traveling to markets
• Remains current with technological developments such as Artificial Intelligence and evaluates the feasibility of incorporating these solutions within the IT Infrastructure and User Support ecosystems