Director of Infrastructure Operations

TenisiTech is seeking an experienced infrastructure leader to join our growing team as Director of Infrastructure Operations. This is a pivotal leadership role for a seasoned professional who thrives at the intersection of technical excellence and client strategy. You will lead our Systems Administrator team, own team performance, and serve as a trusted strategic advisor to our clients. If you are energized by building high-performing teams, driving operational accountability, and partnering with clients to shape their IT futures, this is the opportunity for you., Team Leadership & Management

• Lead, mentor, and develop a team of Systems Administrators and Cyber Security Analysts
• Drive LMA (Leadership, Management, and Accountability) practices to maintain team performance and accountability
• Manage team workload, capacity, and escalation paths across client environments
• Own team metrics including SLA adherence, CSAT, backlog management, ticket closure, and resource utilization

Client Engagement & Strategy

• Serve as a senior technical point of contact for strategic client-facing engagements
• Lead and contribute to Quarterly Standard Reviews and Business Reviews on strategic accounts
• Drive Client Roadmap development and maintain hardware and software standards across client accounts
• Oversee Client Onboardings and Churn Risk mitigation efforts
• Advise clients on cybersecurity posture, risk exposure, and security roadmap priorities in partnership with the internal Cybersecurity Analysts

Project & Business Execution

• Lead Project Forecasting & Execution across the infrastructure team
• Support Project Sales by providing technical scoping and recommendations
• Own Quarterly Rock Scoping & Delivery in alignment with company objectives
• Drive Technical and Strategic Escalation Management processes
• Oversee internal and client-facing cybersecurity operations in collaboration with Cybersecurity Analysts, ensuring security standards, incident response processes, and compliance requirements are met across all managed environments

Team Performance Metrics

The Director of Infrastructure Operations is accountable for the following team metrics:

• Continuing Education - ensuring team certifications and skills remain current
• Project Deliverables Completed On-Time
• On-Time Completion of Projects
• Stale/Breached SLA Management
• CSAT (Customer Satisfaction)
• KB/Documentation Creation
• On-Call Response within SLA
• Total Backlog (Team)
• Resource Utilization (Tickets, Projects, Pro-active)
• Average Monthly Ticket Closure

Do you have experience in Team leadership?, * 7+ years of experience in IT infrastructure, with at least 2 years in a leadership or management capacity

• Proven experience managing infrastructure teams in an MSP or enterprise environment
• Strong hands-on background across enterprise infrastructure disciplines including networking, cloud, server environments, and endpoint management; working knowledge of cybersecurity frameworks, threat landscape, and security operations sufficient to provide strategic oversight and informed decision-making
• Demonstrated ability to own and improve operational metrics and SLA performance
• Excellent client-facing communication and consulting skills, including comfort presenting technology roadmaps to executive stakeholders
• Experience leading client business reviews and Quarterly Standard Reviews
• Comfort with ambiguity and an entrepreneurial mindset in a fast-growing company

Technical Background

Candidates should have working knowledge across several of the following disciplines:

• Cloud Computing - Azure, AWS
• Windows Server - Active Directory, Group Policy
• Virtualization - VMware, Nutanix, Hyper-V
• Networking - Fortinet, Palo Alto Networks, Cisco/Meraki, WiFi, VPN
• Backup & Recovery - Veeam, Axcient, BackupAssist
• Cybersecurity - Familiarity with MDR/XDR solutions (CrowdStrike, Huntress, Defender for Endpoint), SIEM platforms, email security tools, and vulnerability management; ability to oversee security operations and translate findings into client-facing strategy
• Monitoring Tools - Logic Monitor, Auvik, SolarWinds, ManageEngine, Nagios
• MDM Solutions - JAMF, Intune, AirWatch, Meraki
• SSO/IAM - Okta, Azure AD, OneLogin
• Email & Productivity - M365, O365, Exchange, Google Workspace
• Storage - SAN, NetApp, Hyper-convergence, Dell
• Endpoint Security - AV, Encryption (Bitlocker, FileVault2), DLP
• Patching - Intune, NinjaRMM, SCCM, Kace
• VoIP - RingCentral, Avaya, Shoretel

Pulled from the full job description

• Referral program
• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off, * Salary: $120,000 - $145,000 based on experience, plus bonus opportunities
• 401(k) and Profit Sharing - Empower
• Medical - Aetna and Kaiser Permanente
• Dental - Aetna and MetLife
• Vision - Aetna and MetLife
• Health Savings Account (HSA) and Flexible Spending Account (FSA) - Optum Financial
• Life, Supplemental Life, Short-term & Long-term Disability Insurance - MetLife
• Paid Time Off - 200 hours annually
• $150/month Phone & Internet Stipend

Work Details

• Job Type: Full-time
• Location: Fully Remote (Pacific or Mountain time zone preferred)
• Travel: Occasional on-site travel for client assessments, onboardings, and strategic engagements
• Schedule: Monday-Friday, with on-call availability as needed

Performance Areas

This role’s success will be measured across team operational metrics, client satisfaction and retention, SLA performance, project delivery, and contributions to business growth and service excellence.

Professional Development

This position includes opportunities for continued education, certification advancement, and access to resources to stay current with evolving infrastructure technologies and industry best practices.

Pay: $120,000.00 - $145,000.00 per year, * 401(k)

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Founded in 2012 in the San Francisco Bay Area and now headquartered in Oceanside, California, TenisiTech is a Managed IT Services Provider (MSP) serving SMB, mid-market, and enterprise clients across healthcare, biotech, fintech, nonprofit, legal, and startup sectors. We are committed to helping companies build and manage the evolution of their IT environment through expert service and forward-thinking consulting.

We believe in:

• Transparency in communications with our clients
• Professionalism in every aspect of our business
• Completing work efficiently and competently
• Building trust as a long-term IT partner
• Providing strategic support to help growing businesses manage IT for future needs