TECHNICAL MANAGER - Infrastructure Managed Services

IT Infrastructure Lead

We are looking for an IT Infrastructure Lead who can balance hands-on technical execution with strong leadership. This role is responsible for the stability, performance, and reliability of our core infrastructure while leading and developing a high-performing systems team. You will be expected to lead from the frontcoaching the team, solving complex problems, and ensuring operational excellence.

Key Responsibilities

• Lead, mentor, and develop the systems team, ensuring clear accountability, effective workload distribution, and strong team performance.
• Actively participate in hands-on infrastructure support and troubleshooting across Windows and Linux environments.
• Ensure high availability, performance, and reliability of on-prem and hybrid infrastructure platforms.
• Oversee implementation and ongoing maintenance of backup, disaster recovery, and business continuity plans as defined by architects and business stakeholders.
• Drive operational execution, ensuring incidents, service requests, and changes are handled according to agreed processes, SLAs, and ITIL best practices.
• Produce and deliver weekly and monthly operational reports to internal stakeholders and customers.
• Collaborate closely with network, security, application, and service desk teams to resolve cross-functional issues.
• Escalate unresolved or high-impact issues to the customer SPOC following defined escalation procedures.
• Lead the team in:
  • Maintaining an accurate CMDB covering servers, network devices, inventory, backups, patching, and security status.
  • Proactive monitoring, failure detection, escalation, and resolution to minimize business disruption.

Required Skills & Qualifications

• 1015 years of experience in Information Technology, with at least 5 years leading IT infrastructure or systems teams.
• Strong hands-on experience managing Windows server environments in enterprise settings.
• Working knowledge of Linux operating systems and enterprise infrastructure concepts.
• Experience leading day-to-day IT operations, including incident, problem, and change management.
• Ability to support US-based customers and work effectively across multiple time zones.
• Solid understanding of ITIL practices and operational governance.
• Strong troubleshooting, problem-solving, and decision-making skills.
• Excellent communication skills with the ability to work effectively with technical teams, business stakeholders, and customers.
• High level of professionalism, ownership, and accountability.
• Experience with enterprise backup and recovery solutions.
• Familiarity with cloud platforms (Azure, AWS) and hybrid infrastructure environments.
• Experience with virtualization platforms such as VMware.

Good to Have Skills

• SAN storage administration and management experience.
• iSeries (IBM i) administration knowledge.
• Strong networking fundamentals and troubleshooting skills.

Advanced Excel skills, including formulas and macros, for reporting and operational analysis.