IT Support Services Lead (Infrastructure)

The Lead, Infrastructure & Security, is responsible for managing and supporting the company’s global IT infrastructure and security operations in alignment with organizational objectives. This role is essential in ensuring technology systems are maintained and improved to meet operational requirements. The Manager is expected to follow the strategic direction and leadership established by their supervisor and company leadership. The position is responsible for implementing best practices, maintaining accountability, and actively managing risks to business continuity and data protection. The Manager translates technical requirements into practical solutions and communicates effectively across departments, while ensuring all initiatives remain consistent with guidance and priorities set by executive leadership.

Requirements::
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

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• Lead and manage enterprise IT infrastructure operations and strategy.

• Design and maintain scalable, high-availability infrastructure environments.

• Manage Nutanix (HCI, virtualization, storage) infrastructure.

• Administer Active Directory (AD), DNS, DHCP services.

• Oversee Microsoft 365 (Exchange, Teams, SharePoint).

• Manage Entra ID, MFA, SSO, and Conditional Access.

• Implement Intune for endpoint and device management.

• Configure Group Policy Objects (GPO).

• Manage file servers, storage systems, and access controls.

• Implement Rubrik backup and disaster recovery solutions.

• Drive patch management and vulnerability remediation.

• Lead service desk team and handle escalations.

• Ensure ITIL-based service management processes.

• Maintain infrastructure documentation and SOPs.

• Mentor infrastructure and service desk teams.

Qualifications / Skills ::
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• Formal Education & Certification

• Bachelor's degree Computer Science or IT Engineering

• Certifications in Business Administration, Project Management

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• Preferred Certifications

• Microsoft Azure/M365 Certifications.

• Nutanix Certifications.

• ITIL Certification.

• Security certifications (optional)

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• Compliance & Frameworks

• ISO 27001.

• Basic GDPR awareness.

• ITIL framework.

• Risk management practices

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• Experience:

• 10-15 years’ IT Infrastructure experience.

• Nutanix HCI and virtualization expertise.

• Active Directory, DNS, DHCP administration.

• Microsoft 365 and Entra ID experience.

• Intune and Group Policy management.

• File Server and Storage experience.

• Rubrik Backup and DR knowledge.

• Patch management expertise.

• Service desk leadership experience.

• ITIL knowledge.

• Strong troubleshooting skills.

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• Personal Attributes

• Team-oriented, collaborative, and able to build cooperation across all levels of the organization.

• Detail-oriented, emotionally mature, self-motivated, and adaptable to shifting priorities and deadlines.

• Demonstrates discretion, integrity, and professionalism in handling confidential information.

• Strong relationship management, conflict resolution, and performance management skills.

• Excellent communication and documentation skills; able to present technical concepts to non-technical audiences.

• Effective at prioritizing and executing tasks under pressure, with strong analytical and problem-solving abilities

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• Work Conditions

• Standard 40-hour work week; after-hours work may be required with supervisor’s approval.

• Able to participate in training sessions, presentations, and meetings.

• Some travel may be required to meet with clients, stakeholders, or off-site personnel.

• Ability to sit for extended periods.

• Manual dexterity to operate computers and related equipment.