IT Infrastructure Manager

The IT Infrastructure Manager is responsible for the administration security reliability and continuous improvement of the Agencys technology infrastructure. The role serves as a senior technical resource across Microsoft cloud server virtualization networking backup disaster recovery endpoint and security technologies while also supporting infrastructure planning project execution vendor coordination and related technology initiatives.

As a member of senior IT leadership the IT Infrastructure Manager provides technical direction and coordination to IT staff involved in infrastructure operations and projects. While the position does not have routine direct supervisory responsibility it is expected to ensure assigned technical tasks are completed accurately and within established timelines follow up on outstanding work coordinate dependencies and help keep project milestones on track.

The IT Infrastructure Manager also serves as a senior point of operational leadership within the department and may be required to provide broader oversight and decision-making support when the IT Director Vice President of IT or other senior IT leadership are these situations the position is expected to help maintain continuity of operations provide direction to IT staff as needed escalate critical issues appropriately and ensure priority work and project activities continue without disruption.

Essential Functions and Primary Responsibilitiesof position:

• Manage and support the Agencys on-premises and cloud infrastructure including servers Microsoft 365 Azure Active Directory Entra ID virtualization networking storage backup and related technologies.

• Monitor infrastructure availability performance capacity security patching upgrades and system health.

• Serve as a senior escalation point for complex systems cloud network endpoint and infrastructure issues.

• Manage user accounts permissions administrative access identity and access controls and related security configurations.

• Support infrastructure security technologies including endpoint protection email security firewalls vulnerability management and security monitoring.

• Manage backup replication restoration and disaster recovery systems and support business continuity planning.

• Lead or coordinate infrastructure projects upgrades migrations deployments and technology implementations.

• Evaluate existing technologies and recommend improvements replacements automation and modernization opportunities.

• Develop and maintain infrastructure documentation procedures diagrams standards inventories and technical records.

• Provide day-to-day technical leadership work assignment coaching mentoring and supervision to the agency.

• Monitor staff assignments and ensure work is completed accurately professionally and within established timelines.

• Participate in performance evaluations staff development onboarding and performance management as assigned.

• Coordinate with vendors managed service providers consultants and telecommunications providers.

• Assist with technology procurement licensing lifecycle planning budgeting and vendor evaluation.

• Participate in IT governance change management asset management security compliance and audit activities.

• Provide IT leadership with regular updates on infrastructure health projects risks incidents and recommendations.

• Provide advanced technical assistance to end users and IT staff when escalation is required.

• Ability to function as a member of a team is a must.

• Performs other job-related duties as assigned consistent with the scope responsibilities and level of the position and in compliance with applicable laws regulations and organizational policies.

• May supervise IT Support personnel and other assigned IT staff. Responsibilities may include work assignment technical oversight coaching performance management training and professional development. May also be required to provide broader supervisory and operational coverage for the IT department during periods when other members of IT leadership or upper management are unavailable including scheduled leave or PTO to ensure continuity of operations staff support and timely decision-making.

Qualifications Knowledge Skills and Abilities

Technical Knowledge - Strong working knowledge of:

• Windows Server
• Active Directory and Group Policy
• Microsoft Suites and Services (Entra ID Azure M365/Exchange Online Intune etc)
• Remote Monitoring and Management (ConnectWise Automate)
• VMware Hyper-V or similar virtualization technologies
• DNS DHCP LAN/WAN VPN wireless and firewall technologies
• Backup and disaster recovery
• Endpoint and email security
• Vulnerability management
• IT service and asset management
• Infrastructure monitoring
• Change management and IT governance
• Cybersecurity best practices and frameworks

Core Competencies

• Advanced technical troubleshooting and problem-solving
• Leadership delegation and staff development
• Strong judgment accountability proactive and initiative
• Project and vendor management
• Strong written and verbal communication
• Ability to manage competing priorities and deadlines
• Strong documentation and organizational skills
• Ability to communicate with both technical and non-technical stakeholders
• Ability to identify and appropriately escalate operational and security risks

Minimum Education

Bachelors degree in information technology computer science information systems cybersecurity or a related field.

Experience

• Five or more years of progressively responsible experience in systems administration infrastructure or enterprise IT.
• Extensive experience with Windows Server Active Directory Group Policy DNS DHCP Microsoft 365 Intune Azure and Microsoft Entra ID.
• Experience with VMware Hyper-V backup and disaster recovery systems networking firewalls WAN/VPN technologies and endpoint management.
• Prior experience in technical leadership supervision or project leadership is preferred.
• Licenses and Certifications
• A valid New York State drivers license is strongly preferred.
• Relevant industry certifications are preferred but not required including Microsoft Azure Microsoft 365 Cisco CompTIA VMware Fortinet Sophos ITIL ISC2 ISACA or equivalent certifications in cloud infrastructure networking cybersecurity systems administration virtualization identity management or IT service management. Examples may include Azure Administrator Associate Azure Solutions Architect Expert CCNA/CCNP CompTIA Network/Security/Server CISSP CISM VCP ITIL 4 Foundation or comparable credentials.

Physical Demands and Travel Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Examples:

• Occasional work after hours or weekends.
• Drivers license preferred to drive agency supplied vehicle to remote offices within NYC.
• Ability to lift up to 30 be able to lift or move up to 30 pounds
• Occasionally travel to other agency sites

Work Environment and Schedule

• Work is performed primarily in an office and technology environment with a standard schedule of 9:00 a.m. to 5:00 p.m. Flexibility in work hours is required to support periodic evening or weekend maintenance system upgrades outages security incidents or project implementations. After-hours work may be scheduled based on operational needs including planned maintenance activities that may occur on a monthly basis. Must be willing to travel to Agency locations throughout New York City and occasionally lift or transport technology equipment up to approximately 30 pounds.

Benefits

At HeartShare we offer a comprehensive benefit package based on full-time/part-time status. You canexpect:

• Rewarding Work in a team environment.
• Paid vacation sick personal days and holidays.
• 403(B) retirement plans with employer contribution.
• Health dental vision and life insurance.
• Employee Assistance Program (EAP).
• Flexible spending account (Dependent Care Medical Parking and Transit).
• Employee Appreciation Programs and Events.
• Tuition Assistance Program.
• Professional Development opportunities.
• Wellhub Discount
• Verizon Wireless Discount.
• BJs Membership discount.
• Discounts on Broadway tickets movie tickets theme parks sporting events gift certificates & more

HeartShare is an Equal Opportunity Employer (EOE). If you need to request accommodation during the recruiting process please reach out to.

About Heartshare

Who WE ARE:

For over 150 years Heartshare has been dedicated to championing and empowering New Yorkers society has too often overlooked and underestimated.

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HeartShare Human Services of New York nurtures and empowers children and adults with intellectual and developmental disabilities.