Position Overview

The Infrastructure IT Manager is a strategic, part-time leadership role responsible for bridging the gap between technical execution and business value. Operating within a hybrid infrastructure environment, the Manager will oversee global IT operations, optimize team productivity, and implement proactive technical solutions to broader business challenges.

This position requires a balance of hands-on technical oversight and strong personnel management, ensuring strict adherence to performance metrics, system availability, and team professional development.

Key Responsibilities

1. KPI Metrics & Performance Tracking

Establish, monitor, and take full accountability for all departmental KPIs.
Manage support teams to ensure strict compliance with established SLAs, including a mandatory 24-hour resolution window.
Maintain and exceed a target customer satisfaction (CSAT) score of 90%.

2. Team Productivity & ROI Optimization

Supervise internal desktop support and contact center solutions personnel to maximize operational efficiency.
Track, analyze, and optimize team output to ensure a clear return on investment (ROI) regarding resource allocation and departmental spend.
Monitor cloud and infrastructure costs, identifying areas for financial optimization and efficiency.

3. Personnel Development & Leadership

Actively mentor and develop technical team members, building clear growth pathways and elevating overall team capabilities.
Conduct performance evaluations and foster a culture of continuous learning and accountability.

4. Proactive Solutioning & Business Value Add

Anticipate operational bottlenecks and business issues, designing and executing proactive technical solutions before they impact the organization.
Lead Root Cause Analysis (RCA) processes to prevent infrastructure outages and minimize business disruption.
Align IT operations with organizational goals to deliver tangible, value-add components to the broader business strategy.

5. Infrastructure Management & Reliability

Oversee operations across hybrid environments, including cloud providers (AWS, Digital Ocean) and physical colocation data centers.
Ensure the continuous availability of custom applications, maintaining a strict 99.5% uptime threshold.
Support the DevOps and development teams to ensure smooth, secure, and reliable deployment and delivery cycles for custom internal applications.
Oversee compliance, security controls, and maintenance regarding PCI-CVT certifications.

Qualifications & Skills

Technical Competencies

Operating Systems: Deep technical proficiency in Linux environments (Debian, openSUSE, Ubuntu).
Databases & Web Servers: Strong working knowledge of MySQL, PostgreSQL, Nginx, and Apache.
Containerization: Hands-on experience managing containers via LXC and Docker.
Networking: Robust command of IP tables, VPNs, and Proxies.
Frameworks: Solid understanding of ITSM and ITIL best practices.
Contact Center Tech (Preferred): Familiarity with monitoring dialer solutions, including metrics like ASR (Answer Seizure Ratio) and Human Answer Rate.

Leadership & Soft Skills

Proven experience managing or supervising technical teams in a remote environment.
Strong analytical skills with a data-driven approach to tracking team and system performance.
Exceptional communication and stakeholders-management skills, with the ability to translate technical concepts into business solutions.
A preventive mindset focused on risk mitigation and continuous operational improvement.

Infrastructure IT Manager