IT Support

• Oversee the organization’s information technology environment, including infrastructure operations and end-user support services
• Manage on-premises and cloud infrastructure, ensuring security and reliability
• Lead a helpdesk team that provides high-quality support to internal users
• Plan, design, implement, and maintain the organization’s IT infrastructure (servers, networks, storage, cloud systems, virtualization)
• Ensure high availability, scalability, and performance across all infrastructure components
• Oversee monitoring, maintenance, upgrades, patching, and system documentation
• Manage backup, disaster recovery, and business continuity processes
• Lead the helpdesk team to deliver timely, effective technical support to all users
• Develop and enforce helpdesk procedures, SLAs, and escalation paths
• Monitor ticket queues, response times, and user satisfaction metrics
• Train, mentor, and develop helpdesk staff to improve technical skills and service quality
• Supervise and develop a team of infrastructure engineers, system administrators, and helpdesk technicians
• Conduct performance evaluations, assign priorities, and manage workload distribution
• Foster a collaborative, customer-focused, and improvement-oriented team culture
• Implement and manage infrastructure security controls, patch management, and monitoring
• Work closely with legal and cybersecurity teams to maintain compliance with standards
• Ensure hardware and software assets are tracked and compliant with licensing policies
• Lead infrastructure and IT service improvement projects from planning through execution
• Manage relationships with external vendors, service providers, and consultants
• Evaluate and recommend technologies that improve efficiency, reliability, or user experience
• Develop and manage budgets for infrastructure, hardware, software, and support operations
• Optimize costs through lifecycle management, vendor negotiation, and cloud governance

Senior Manager, IT Infrastructure – Helpdesk

Retirement Benefit Administrator

Help Desk Attendant I

IT Engineering Manager

IT Support Intern