IT Infrastructure Manager

Role Overview

• Lead, mentor, and develop the Helpdesk and Systems Administration teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Establish clear roles, responsibilities, and performance expectations across both teams.
• Serve as the escalation point for complex technical issues and operational challenges.
• Drive professional development and training to ensure the team stays current with evolving technologies.
• Oversee the day ‑ to ‑ day operation of servers, networks, storage, identity systems, and endpoint environments.
• Ensure high availability, reliability, and performance of all infrastructure components.
• Manage patching, lifecycle management, monitoring, and capacity planning.
• Maintain strong documentation, configuration standards, and operational procedures.
• Ensure the Helpdesk delivers responsive, high-quality support to all employees.
• Implement and refine ticketing workflows, SLAs, and escalation processes.
• Identify recurring issues and drive root ‑ cause analysis to reduce support volume.
• Improve user experience through automation, self ‑ service, and proactive support strategies.
• Partner with security and compliance stakeholders to ensure infrastructure meets organizational and regulatory requirements.
• Oversee identity and access management, endpoint security, and vulnerability remediation.
• Support audit activities and maintain compliance documentation.
• Lead infrastructure projects including upgrades, migrations, deployments, and modernization initiatives.
• Coordinate cross ‑ functional work with Application, Fleet IT, and business teams.
• Ensure changes are planned, tested, communicated, and executed with minimal operational impact.
• Manage relationships with infrastructure vendors, MSPs, and service providers.
• Oversee procurement, licensing, renewals, and hardware/software lifecycle management.
• Maintain accurate asset inventories and ensure cost ‑ effective resource utilization.
• Perform other related duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent combination of education and experience.
• Strong experience supporting and managing distributed IT environments with remote connectivity constraints.
• Proficiency with networking, firewalls, VPNs, satellite or cellular connectivity, and Windows-based systems.
• Strong technical background in Microsoft 365, Azure AD/Entra, Windows Server, networking, and endpoint management.
• Ability to troubleshoot complex hardware, software, and network issues in maritime or industrial environments.
• Experience managing helpdesk operations, vendors, contracts, and technology projects.
• Willingness to travel to vessels and shipyards as needed.
• Demonstrated ability to lead teams through change, modernization, and process improvement.
• Excellent communication, prioritization, and problem‑solving skills.
• Ability to balance strategic planning with hands ‑ on technical involvement.
• Analytical and problem-solving skills.
• Prioritize and execute tasks in high-pressure environments.
• Strong interpersonal, oral, and written communication; customer service focus.
• Self-motivated, detail-oriented, and committed to continuous improvement.
• Maintain professionalism and confidentiality.
• Must pass background checks required for port and vessel access.

Tech Stack

• Azure
• Firewalls

Benefits

• Medical, Dental, Vision, Life and AD&D options to employees and their eligible dependents after meeting Company requirements.
• 401(k) options
• Disability Insurance
• Sick pay
• Vacation pay
• 10 paid holidays per calendar year (subject to work schedule)
• Healthcare and/or Dependent Care FSAs are also available to employees after meeting Company requirements.