Infrastructure & Support Manager

Responsibilities
• Responsible for managing overall IT day to day operations to improve infrastructure costs, performance and end-user satisfaction
• Provide leadership in planning and managing IT operations and production support, systems, and network operations
• Provide leadership, ownership, and accountability for the IT Service Delivery function ensuring
• that industry-standard operating model is implemented and continually improved upon.
• Designing & reviewing - SLA, RPO, RTO, IT Service Catalogue
• Ensure system performance and SLAs are met
• Manage Technical Support team – Hardware, Network, Systems, Cloud, Support
• Manage IT resource requirements to ensure an appropriate balance between tactical and strategic demands
• Lead IT asset management team to ensure assets' full life cycle value is achieved
• Create and maintain standard operating procedure (SOP) documentation as instructed by leadership.
• Manage strategic relationships with key IT product and service providers
• Lead key strategic project initiatives as assigned, developing comprehensive project plans, timelines, resource plans, communications, and other pertinent documentation
• Provide in-depth technical expertise for both tactical and operational initiatives
• Stay current on all market and industry trends