Infrastructure Manager

Job Title: Infrastructure Manager

IT Infrastructure manager, you will play a pivotal role in ensuring the smooth operation of our IT helpdesk and support services. You will lead a small team of technical support professionals to provide timely and effective assistance to our internal users, resolving technical issues and ensuring high levels of customer satisfaction. This role is both a managerial and an engineering HANDS ON support position. The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric approach to service delivery.  Position will report to the CTO. 

Responsibilities:

• This is an engineering hands on support position with managerial duties.
• A successful candidate is enthusiastic about substantive technical work and must have good communication skills and the ability to work well under pressure and deadlines and to effectively handle complex customer situations. 
• Excellent troubleshooting skills, able to follow instructions. 
• Excellent written and verbal communications skills. 
• Strong documentation skills and creating standard operating procedures. 
• Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses. 
• Serve as the primary point of contact for escalated technical issues and complex user inquiries. 
• Promote and encourage a “one team” attitude at all levels internally and externally. 
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities. 
• Assist team members in resolving technical issues efficiently while adhering to service level agreements (SLAs). 
• Ensure performance metrics are met or exceeded. 
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns. 
• Simulates and recreates user issues to resolve operational difficulties. 
• Recommends system modifications, if required, to reduce user problems. 
• Extremely Service oriented. 

Technical Skillset:

• Windows Server 2012/2016/2019/2022 
• Active Directory User Account Management (Account Provisioning and Off-Boarding), Group Management, Permissions, and Security Policy Management.  
• Exchange & Office 365 Account Administration Troubleshooting. 
• Phone Systems and VOIP Support 
• MFA Administration and Troubleshooting. 
• Network Troubleshooting, Troubleshooting of Internet Connectivity.  
• Network Appliances: Firewalls, Routers, Managed Switches, and Wireless 
• Desktop Operating Systems: Windows 10 and 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.) 
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting. 
• Virtualization with Microsoft Hyper-V and/or VMWare experience  
• Security and Backup applications including Veeam, Zerto, Crowdstrike experience. 
• 7+ years of IT experience
• Must have reliable transportation, valid driver’s license, and a personal vehicle.

Job Type: Full-time

Salary: $100,000 - $110,000

Benefits: Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-person: Brooklyn, NY (120 3rd St, Brooklyn NY 11231)

EEO Statement   

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.