Brand & Creative Operations Manager
accessiBe
Senior Director – Infrastructure and Operations
Mercer Advisors
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AWSAzureCloudServiceNow
About the role
- Develop and execute a comprehensive infrastructure and operations strategy aligned with business goals.
- Lead and mentor high-performing teams, including Network Engineering and Service Desk functions.
- Foster a culture of innovation, accountability, and continuous improvement.
- Oversee the design, implementation, and maintenance of enterprise-wide infrastructure including data centers, cloud environments, servers, storage, and networking.
- Ensure high availability, performance, and scalability of systems and services.
- Manage vendor relationships and contracts related to infrastructure and network services.
- Lead the Service Desk team to deliver exceptional support experiences across the organization.
- Implement ITIL-based processes for incident, problem, and change management.
- Monitor service levels and drive improvements in response times, resolution rates, and customer satisfaction.
- Collaborate with Information Security teams to ensure infrastructure and operations meet compliance and security standards.
- Support disaster recovery and business continuity planning and execution.
- Develop and manage budgets for infrastructure and operations.
- Optimize resource allocation and identify cost-saving opportunities without compromising service quality.
- Partner with cross-functional teams to support business initiatives and technology projects.
- Communicate effectively with executive leadership, translating technical concepts into business value.
- Champion initiatives that empower internal users to become more self-sufficient through intuitive tools, training, and accessible resources. Drive adoption of existing systems and technologies by promoting best practices, creating user-friendly documentation, and leveraging analytics to identify areas for improvement. Reduce reliance on the Service Desk by fostering a culture of digital fluency and proactive problem-solving across the organization.
Requirements
- Bachelor’s Degree in Computer Science, Information Systems or equivalent work experience, Masters Degree preferred
- 10+ years of progressive experience in IT infrastructure and operations, including 5+ years in a senior leadership role.
- Proven experience managing network engineering and service desk teams.
- Strong understanding of cloud platforms (e.g., AWS, Azure), virtualization, networking, and enterprise IT systems.
- Demonstrated success in leading large-scale infrastructure projects and transformation initiatives.
- Excellent leadership, communication, and stakeholder management skills.
- ITIL certification and experience with service management platforms (e.g., ServiceNow) preferred.
- Comfortable communicating with and interacting with individuals from all levels of the organization
- Strong analytical and problem-solving skills
- Effective verbal and written communications skills
Benefits
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
- Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
- Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
- Two comprehensive Dental Plans
- Vision Insurance Plan
- Dependent Care Savings Account for child and dependent care.
- 14 Company Paid Holidays with a full week off at Thanksgiving.
- Generous paid time off program for vacation and sick days
- Employee Assistance Plan
- Family Medical Leave
- Paid Parental Leave (6 weeks)
- Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Adoption Assistance Reimbursement Program
- Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
- 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
- Pet Insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
infrastructure strategynetwork engineeringcloud platformsvirtualizationenterprise IT systemsincident managementproblem managementchange managementdisaster recoverybusiness continuity planning
Soft skills
leadershipcommunicationstakeholder managementanalytical skillsproblem-solvingteam mentoringinnovationaccountabilitycontinuous improvementcustomer satisfaction
Certifications
ITIL certificationBachelor’s Degree in Computer ScienceBachelor’s Degree in Information SystemsMaster’s Degree in Computer ScienceMaster’s Degree in Information Systems
