IT Infrastructure and Support Manager – Hybrid

 

IT Infrastructure and Support Manager

Primary Accountabilities

The Manager is responsible for managing the internal IT team and its support capabilities. Under the direction of the IT Director, will establish and maintain a support team responsible for hardware support, software support, SaaS, access controls, data security, and system operations of Ondaro’s environment outside the United States.

This new position requires strong asset management and managerial experience, as the helpdesk team is expected to scale in line with Ondaro’s growth. Expertise in Microsoft Azure is a must, and experience in security and/or system integrations will be considered a valuable plus.

The ideal candidate will possess a keen attention to detail, flexibility when faced with competing deadlines, and a collaborative spirit that is comfortable with a small and dynamic team.

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Essential Duties and Responsibilities

• Assess, report on, and manage the total cost of technology & support

• Identify innovative uses of Information Technology to provide a competitive advantage and an exceptional experience

• Focus on building and iterating IT processes

• Ensure continuity and accuracy of data across systems

• Document and mature enterprise architecture including key systems and integrations

• Manage and execute daily IT operations in conjunction with support vendor(s)

• Develop new strategies and IT procedures to increase efficiency, enhance workflow, and improve satisfaction

• Create and provide reports, dashboards, and other tools to measure and monitor KPIs

• Develop and enforce policies and standard operating procedures to ensure service consistency and quality

• Manage relationships with IT vendors

• Provide leadership and oversight for ongoing and future changes to existing applications and new technology investments

• Support key organizational initiatives; drive workflow efficiency and effectiveness

• Oversee system improvement analyses and the preparation of project proposals, including risk management and disaster recovery plans

• Prepare long-term systems projects and plans with priority recommendations

• Collaborate effectively with all stakeholders to ensure technical solutions align with business needs

• Other duties as assigned

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Skills & Experience

• Proven experience developing and maintaining strong relationships with IT partners and vendors

• Strong knowledge of asset management and operational processes

• Demonstrated acumen in managing program financials, operational budgets, vendor relationships, contracts, and negotiations

• Ability to communicate technical information clearly to a non-technical audience

• Broad understanding of hardware and software installation and troubleshooting in a desktop environment

• Demonstrated ability to effectively supervise, motivate, and guide technical staff

• Ability to mentor and develop team members

• Experience with ServiceNow

• Ability to work collaboratively in a virtual team environment; self-motivated, self-directed, adaptable

• Detail-oriented, process-driven, and documentation-focused

• Ability to anticipate the impact of decisions and adjust accordingly

• Creative and solution-oriented mindset

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Qualifications

• English advanced
• Espanhol advanced (differential) 

• Bachelor’s degree in MIS, Computer Science, Software Engineering, or related field, or equivalent experience

• Expertise in Microsoft cloud applications, including Azure (mandatory), EntraID, Intune, etc.

• Experience with IT asset management, security, and/or systems integrations is a strong advantage

• ITIL (Information Technology Infrastructure Library) certification