IT Infrastructure & Operations Manager

The IT Infrastructure & Operations Manager leads the daily delivery, reliability, and continuous improvement of the organization’s technology infrastructure and end-user computing environment. This role supports Reciprocity Industries, AVA Law Group, remote personnel, and company office locations.

The manager oversees service desk operations, Microsoft 365 administration, endpoint and identity operations, network and workplace technology, asset lifecycle management, vendor coordination, and operational recovery capabilities. This position partners closely with Security Operations, Software Development, Quality Assurance, Product Management, and business leaders to deliver reliable and scalable services while implementing approved security, governance, and compliance requirements.

This is a hands-on, player-coach role. In addition to leading the team, the manager directly administers core technology platforms, participates in complex troubleshooting and major operational incidents, implements approved changes, and provides technical coverage when needed.

This is an IT operations leadership role. It is not accountable for security monitoring, threat detection and response, security investigations, security policy ownership, policy exceptions, or organizational risk acceptance., Operational Leadership & Service Delivery

• Lead daily IT operations and service delivery supporting all users, offices, and business functions.
• Direct service desk operations, work prioritization, escalations, major incident coordination, and problem-management activities.
• Establish and maintain operational procedures, support models, knowledge resources, and change-management practices.
• Ensure operational automations are documented, tested, securely managed, monitored, and supportable by other team members.
• Develop practical service reporting and baseline measures to identify recurring issues and improvement opportunities.
• Develop operational roadmaps and infrastructure improvement plans aligned with business priorities and the Director’s technology strategy.
• Ensure clear communication during significant incidents, maintenance activities, and service changes.

Infrastructure, Cloud & Workplace Technology

• Oversee operational administration of Microsoft 365, Entra ID, Exchange Online, Teams, OneDrive, SharePoint Online, Microsoft Purview, Microsoft Copilot services, Intune, and other assigned cloud services.
• Oversee network connectivity, wireless infrastructure, firewalls, VPN services, telephony, office technology, endpoint platforms, and related cloud infrastructure.
• Maintain reliable provisioning, configuration, monitoring, capacity planning, lifecycle management, and technical documentation.
• Maintain consistent endpoint standards, hardware inventory, asset controls, and configuration records.
• Support office openings, moves, expansions, and other workplace technology deployments.
• Implement approved security configurations and remediation activities in partnership with Security Operations. IT Operations executes approved controls but does not own security monitoring, investigations, or organizational risk decisions.

Vendor, Budget & Asset Management

• Manage operational relationships with technology vendors, service providers, and support partners.
• Review vendor performance, coordinate support agreements and renewals, and manage service escalations.
• Participate in technology evaluations and vendor selection, coordinating with procurement and legal resources as required.
• Approve routine operational purchases, renewals, replacement equipment, and services within approved budgets, procurement requirements, and delegated spending authority.
• Develop and recommend annual operating and capital budgets, lifecycle forecasts, and business cases for larger technology investments.

Resilience, Governance & Partnership

• Maintain the operational components of business continuity and disaster recovery programs, including recovery documentation and testing support.
• Coordinate technical recovery planning and maintain operational readiness for critical business systems.
• Participate in Change Advisory Board activities and ensure consistent execution of approved operational standards.
• Implement security, governance, and compliance controls established by accountable teams and maintain supporting audit evidence.
• Partner with Security Operations, Software Development, Quality Assurance, Product Management, facilities, and business leaders.
• Escalate material operational, security, compliance, architecture, contractual, and budget risks to the Director of IT & Cybersecurity.

People Leadership

• Lead, coach, and develop infrastructure and support personnel.
• Set clear objectives, priorities, accountability, and performance expectations.
• Support recruiting, onboarding, cross-training, succession planning, and workforce planning.
• Ensure appropriate team coverage, knowledge transfer, and operational documentation.
• Foster a culture of professionalism, customer service, ownership, collaboration, and continuous improvement.

• Strong leadership experience managing IT operations teams in complex environments.
• Deep expertise in infrastructure architecture, enterprise IT systems, and operational security practices.
• Ability to translate technical risks into business impact.
• Strategic planning and process improvement capabilities with a focus on operational resilience.
• Excellent communication skills across technical and non-technical audiences.
• Hands-on leadership approach with the ability to dive into technical issues when necessary.
• Prioritizes tasks, meets deadlines, and maintains efficiency in handling multiple responsibilities.
• Maintains a high level of confidentiality and professionalism when handling sensitive business, client, and employee information.
• Ability to work well with others, contribute to group efforts, and build respectful relationships across diverse teams.
• Capacity to adjust to new situations, embrace change, and remain productive in dynamic environments.
• Thinks critically and creatively to analyze issues and implement practical, effective solutions as challenges arise.
• Welcomes new tools, procedures, and changes, and adapts quickly to keep up with evolving work demands., * Must be at least 18 years of age
• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Technology, or a related field, or an equivalent combination of education, certifications, and relevant experience preferred.
• Seven or more years of progressive IT operations, infrastructure, or workplace technology experience.
• Three or more years of leadership or supervisory responsibility.
• Experience supporting Microsoft 365, endpoint management, service desk operations, and infrastructure services.
• Experience supporting multi-location and remote work environments.
• Experience managing technology vendors, procurement activities, lifecycle planning, or operational budgets., * ITIL 4 Foundation or comparable service-management training and experience.
• Relevant Microsoft certification in Microsoft 365, endpoint management, or Entra ID, or equivalent experience.
• Hands-on experience using PowerShell and workflow or low-code tools to support IT operations.
• CompTIA Security+ or equivalent foundational security knowledge.
• A relevant Azure or AWS certification aligned with the organization’s actual technology environment.
• Experience supporting legal, healthcare, financial, or other regulated environments.
• Experience implementing IT service management, operational governance, or technology control frameworks.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting.
• Perform repetitive tasks such as typing and using a computer mouse.
• Must be able to lift and move items up to 20 pounds at times.
• Must be able to bend, reach, push, pull, lift, and sit.

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The company offers a comprehensive benefits package including:

• Medical, dental, and vision.
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability.
• Vacation, sick and floating holidays.
• Employee assistance program.
• Paid parental leave.
• 401(k) retirement plan.