IT Infrastructure Manager

The IT Infrastructure Manager is responsible for the administration, security, reliability, and continuous improvement of the Agency’s technology infrastructure. The role serves as a senior technical resource across Microsoft, cloud, server, virtualization, networking, backup, disaster recovery, endpoint, and security technologies, while also supporting infrastructure planning, project execution, vendor coordination, and related technology initiatives. 

As a member of senior IT leadership, the IT Infrastructure Manager provides technical direction and coordination to IT staff involved in infrastructure operations and projects. While the position does not have routine direct supervisory responsibility, it is expected to ensure assigned technical tasks are completed accurately and within established timelines, follow up on outstanding work, coordinate dependencies, and help keep project milestones on track. 

The IT Infrastructure Manager also serves as a senior point of operational leadership within the department and may be required to provide broader oversight and decision-making support when the IT Director, Vice President of IT, or other senior IT leadership are unavailable. In these situations, the position is expected to help maintain continuity of operations, provide direction to IT staff as needed, escalate critical issues appropriately, and ensure priority work and project activities continue without disruption. 

Essential Functions and Primary Responsibilities of position:

• Manage and support the Agency’s on-premises and cloud infrastructure, including servers, Microsoft 365, Azure, Active Directory, Entra ID, virtualization, networking, storage, backup, and related technologies.
• Monitor infrastructure availability, performance, capacity, security, patching, upgrades, and system health.
• Serve as a senior escalation point for complex systems, cloud, network, endpoint, and infrastructure issues.
• Manage user accounts, permissions, administrative access, identity and access controls, and related security configurations.
• Support infrastructure security technologies, including endpoint protection, email security, firewalls, vulnerability management, and security monitoring.
• Manage backup, replication, restoration, and disaster recovery systems and support business continuity planning.
• Lead or coordinate infrastructure projects, upgrades, migrations, deployments, and technology implementations.
• Evaluate existing technologies and recommend improvements, replacements, automation, and modernization opportunities.
• Develop and maintain infrastructure documentation, procedures, diagrams, standards, inventories, and technical records.
• Provide day-to-day technical leadership, work assignment, coaching, mentoring, and supervision to the agency.
• Monitor staff assignments and ensure work is completed accurately, professionally, and within established timelines.
• Participate in performance evaluations, staff development, onboarding, and performance management as assigned.
• Coordinate with vendors, managed service providers, consultants, and telecommunications providers.
• Assist with technology procurement, licensing, lifecycle planning, budgeting, and vendor evaluation.
• Participate in IT governance, change management, asset management, security, compliance, and audit activities.
• Provide IT leadership with regular updates on infrastructure health, projects, risks, incidents, and recommendations.
• Provide advanced technical assistance to end users and IT staff when escalation is required.
• Ability to function as a member of a team is a must.
• Performs other job-related duties as assigned, consistent with the scope, responsibilities, and level of the position, and in compliance with applicable laws, regulations, and organizational policies.
• May supervise IT Support personnel and other assigned IT staff. Responsibilities may include work assignment, technical oversight, coaching, performance management, training, and professional development. May also be required to provide broader supervisory and operational coverage for the IT department during periods when other members of IT leadership or upper management are unavailable, including scheduled leave or PTO, to ensure continuity of operations, staff support, and timely decision-making. 

Qualifications

Qualifications, Knowledge, Skills, and Abilities 

Technical Knowledge - Strong working knowledge of: 

• Windows Server 
• Active Directory and Group Policy 
• Microsoft Suites and Services (Entra ID, Azure, M365/Exchange Online, Intune, etc) 
• Remote Monitoring and Management (ConnectWise Automate) 
• VMware, Hyper-V or similar virtualization technologies 
• DNS, DHCP, LAN/WAN, VPN, wireless, and firewall technologies 
• Backup and disaster recovery 
• Endpoint and email security 
• Vulnerability management 
• IT service and asset management 
• Infrastructure monitoring 
• Change management and IT governance 
• Cybersecurity best practices and frameworks 

Core Competencies 

• Advanced technical troubleshooting and problem-solving 
• Leadership, delegation, and staff development 
• Strong judgment, accountability, proactive, and initiative 
• Project and vendor management 
• Strong written and verbal communication 
• Ability to manage competing priorities and deadlines 
• Strong documentation and organizational skills 
• Ability to communicate with both technical and non-technical stakeholders 
• Ability to identify and appropriately escalate operational and security risks 

Minimum Education

Bachelor’s degree in information technology, computer science, information systems, cybersecurity, or a related field. 

Experience 

• Five or more years of progressively responsible experience in systems administration, infrastructure, or enterprise IT. 
• Extensive experience with Windows Server, Active Directory, Group Policy, DNS, DHCP, Microsoft 365, Intune, Azure, and Microsoft Entra ID. 
• Experience with VMware, Hyper-V, backup and disaster recovery systems, networking, firewalls, WAN/VPN technologies, and endpoint management. 
• Prior experience in technical leadership, supervision, or project leadership is preferred. 
• Licenses and Certifications 
• A valid New York State driver’s license is strongly preferred. 
• Relevant industry certifications are preferred but not required, including Microsoft Azure, Microsoft 365, Cisco, CompTIA, VMware, Fortinet, Sophos, ITIL, ISC2, ISACA, or equivalent certifications in cloud infrastructure, networking, cybersecurity, systems administration, virtualization, identity management, or IT service management. Examples may include Azure Administrator Associate, Azure Solutions Architect Expert, CCNA/CCNP, CompTIA Network+/Security+/Server+, CISSP, CISM, VCP, ITIL 4 Foundation, or comparable credentials.

Physical Demands and Travel Requirements 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Examples: 

• This is a hybrid role, combining remote work with in-person days. After the successful completion of the probationary period, the schedule is a rotating 3-2 schedule.Occasional work after hours or weekends. 
• Drivers license preferred to drive agency supplied vehicle to remote offices within NYC. 
• Ability to lift up to 30 lbs. Must be able to lift or move up to 30 pounds 
• Occasionally travel to other agency sites  

Work Environment and Schedule 

• Work is performed primarily in an office and technology environment, with a standard schedule of 9:00 a.m. to 5:00 p.m. Flexibility in work hours is required to support periodic evening or weekend maintenance, system upgrades, outages, security incidents, or project implementations. After-hours work may be scheduled based on operational needs, including planned maintenance activities that may occur on a monthly basis. Must be willing to travel to Agency locations throughout New York City and occasionally lift or transport technology equipment up to approximately 30 pounds. 

Benefits 

At HeartShare we offer a comprehensive benefit package based on full-time/part-time status. You can expect: 

• Rewarding Work in a team environment.
• Paid vacation, sick, personal days, and holidays.
• 403(B) retirement plans with employer contribution.
• Health, dental, vision and life insurance.
• Employee Assistance Program (EAP).
• Flexible spending account (Dependent Care, Medical, Parking, and Transit).
• Employee Appreciation Programs and Events.
• Tuition Assistance Program.
• Professional Development opportunities.
• Wellhub Discount
• Verizon Wireless Discount.
• BJs Membership discount.
• Discounts on Broadway tickets, movie tickets, theme parks, sporting events, gift certificates & more

HeartShare is an Equal Opportunity Employer (EOE). If you need to request accommodation during the recruiting process, please reach out to Leaves@heartshare.org.  

About Heartshare

Who WE ARE:

For over 150 years, Heartshare has been dedicated to championing and empowering New Yorkers society has too often overlooked and underestimated.

To learn more about HeartShare, please visit our website at www.heartshare.org or Follow us on Twitter LinkedIn YouTube Instagram Facebook

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HeartShare Human Services of New York nurtures and empowers children and adults with intellectual and developmental disabilities.

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