Sr Mgr, Infrastructure & Operations

Role Summary

We are seeking a seasoned Sr. Manager of Infrastructure & Operations to lead the technical foundation and service delivery of our organization. This role is responsible for the reliability of our systems and the efficiency of our operational workflows. You will be tasked with building robust support structures, managing enterprise collaboration tools, and driving continuous improvement across all IT processes.

Primary Responsibilities

• Systems Lifecycle Management: Manage the full lifecycle—including deployment, monitoring, maintenance, development, and upgrades—of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Field Support Leadership: Define SLAs, establish support tiers, and ensure a high standard of service delivery for all employees.
• Service Desk Partnership: Work with the Tier 1 Service Desk Manager to manage SLAs and improve service desk and field support performance.
• Application Governance: Act as primary owner for administration of Jira, Confluence, SharePoint, and local instance of ServiceNow.
• Process Engineering: Conduct deep-dive reviews of existing operational processes, diagnose bottlenecks, and plan/execute measurable improvements.
• Project & Meeting Management: Lead medium-sized infrastructure projects from inception to completion and facilitate regular operational meetings.
• Leadership & Team Development: Lead, mentor, and develop high-performing operational teams; manage internal resources, contractors, managed service providers, and strategic vendors.
• Operational Excellence & Service Reliability: Lead day-to-day IT operations across infrastructure, end-user support, service management, and operational governance; drive incident, problem, and change management processes; reduce technical debt and improve operational maturity.

Education and Required Skills

• Bachelors degree in a relevant field
• Industry certifications in Networking, ITIL, and Security is highly desired
• 6+ years of experience in IT operations, with at least 3 years in a management or lead role
• Experience in a highly regulated or research-intensive environment is a plus
• Proven track record in end-to-end support and maintenance of diverse hardware and software ecosystems
• Extensive experience managing and configuring the Atlassian suite (Jira/Confluence) and Microsoft SharePoint environments
• Strong understanding of server environments, cloud infrastructure, and networking fundamentals
• Proven experience building a Helpdesk function from the ground up or leading a significant Helpdesk transformation

Required Soft Skills

• Operational Discipline: A methodical approach to running meetings and documenting processes
• Analytical Diagnosis: Ability to look at a workflow and identify exactly where and why it is failing
• Collaboration: A builder mindset with communication skills to lead technical teams while reporting clearly to executive leadership

Travel and Location

5% out of state travel potential. This role is hybrid with a requirement of a minimum of 2 days in office per week at our Boston MA location, however at times this may flex to 4-5 days in office for special events.