IT Infrastructure Manager

Position Summary:

The Manager of IT Infrastructure is responsible for the day-to-day delivery, support, and optimization of IT systems, infrastructure, and end-user technology across the business.

This role ensures reliable IT operations while also contributing to strategic initiatives that improve efficiency, scalability, and user experience.

This position serves as a key partner to the business, balancing hands-on IT support (hardware, networks, and user systems) with participation in longer-term technology planning and infrastructure improvements.

What You'll Do:


* Serve as the primary IT contact for infrastructure, end-user support, and equipment management across the business


* Serve as the primary point of contact between Terrasmart and the outsourced MSP for all managed IT services, including infrastructure, security, service desk, and cloud operations


* Monitor MSP performance against contracted SLAs, response/resolution times, and service quality trends


* Own the escalation process for critical incidents and manufacturing-impacting issues, ensuring the MSP responds with appropriate urgency and communication


* Manage the MSP change request process for infrastructure changes, application additions, and environment modifications


* Support ad-hoc IT projects and initiatives as directed by the Director of IT


* Travel occasionally (~10%) to other locations (Fort Myers, FL; Selkirk, NY; Erlanger, KY) for infrastructure support, site assessments, and equipment deployments


* Oversee daily IT operations including desktops, laptops, mobile devices, networks, and on-site technology


* Manage procurement, deployment, maintenance, and lifecycle of IT equipment and assets


* Ensure timely resolution of IT issues, acting as escalation point for critical incidents


* Support and maintain network infrastructure, connectivity, and system availability


* Partner with business leaders to understand operational needs and recommend practical technology solutions


* Contribute to the development and execution of infrastructure and systems roadmap aligned to business goals


* Assist in managing IT vendors, service providers, and support partners


* Ownership of all telephony related items (excluding mobile) including land lines, Ring Central, etc.


* Website hosting support, domain registration and DNS management, SSL/TLS certificate management


* Participate in disaster recovery planning, testing, and execution


* Track and report on IT performance metrics, service levels, and user satisfaction


* Support implementation of new systems, upgrades, and enhancements

What You Bring:


* Bachelor's Degree in IT, Information Systems, or related area


* 5 years of experience in IT infrastructure, systems administration, or IT support


* 5 years managing people


* 2 years of experience supporting environments of 100 users, preferably in manufacturing or operationall...