Infrastructure and Support Manager

Flexfab, LLC; Hastings (MI); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Flexfab, LLC is seeking an Infrastructure and Support Manager to lead the infrastructure team and Computer Support Specialists supporting its global operations. You will own the reliability and lifecycle of IT infrastructure and end-user services, driving service delivery and continuous improvement across multiple locations.

The role requires strong leadership, incident management, and vendor coordination with a focus on production environments and security.

Qualifikationen

• Bachelor's degree in information technology, computer science, or a related field, or equivalent practical experience.
• Proven experience leading IT infrastructure and end-user support teams in a multi-site environment, manufacturing experience preferred.
• Strong knowledge of Microsoft 365, Azure, Active Directory, and cloud services.
• Ability to plan, prioritize, and deliver projects with strong vendor management.

Aufgaben

• Lead the infrastructure team and Computer Support Specialists across locations.
• Ensure reliability, availability, security, and lifecycle for global IT infrastructure and end-user services.
• Oversee incident/problem management and drive continuous service improvement.
• Plan and deliver infrastructure projects with a focus on production availability.

Kenntnisse

IT leadership

Microsoft 365

Active Directory

Azure

VMware

Hyper-V

Networking

Security

Vendor management

Ausbildung

Bachelor's degree in IT/CS

Tools

VMware vSphere

SAN storage

Active Directory tools

Jobbeschreibung

The Infrastructure and Support Manager leads the infrastructure team and Computer Support Specialists supporting Flexfab’s global operations. This position is accountable for the reliability, availability, security, maintenance, and lifecycle of global IT infrastructure and end-user services. Responsibilities include infrastructure operations, service delivery, team development, resource prioritization, escalation management, help desk performance, and continuous service improvement.

Position Summary:

The Infrastructure and Support Manager leads the infrastructure team and Computer Support Specialists supporting Flexfab’s global operations. This position is accountable for the reliability, availability, security, maintenance, and lifecycle of global IT infrastructure and end-user services. Responsibilities include infrastructure operations, service delivery, team development, resource prioritization, escalation management, help desk performance, and continuous service improvement.

Essential Duties and Responsibilities

• Lead, coach, and coordinate the Infrastructure team and Computer Support Specialists; establish priorities, coverage, escalation paths, performance expectations, and consistent support practices across locations.
• Own the operation, availability, security, maintenance, capacity planning, lifecycle, and troubleshooting of global infrastructure, including compute, virtualization, storage, networking, backup, recovery, cloud services, and supporting platforms.
• Lead the Computer Support Specialists in delivering end-user support, including ticket resolution, device deployment, software delivery, printing, and support for office and production environments; monitor help desk KPIs and take corrective action to meet service targets.
• Lead incident and problem management for infrastructure and end-user support services, including communications, escalation, root‑cause analysis, corrective actions, and recovery testing.
• Plan and deliver infrastructure and support projects, including platform upgrades, new facilities, migrations, and technology standardization; manage changes with attention to production availability.
• Develop and maintain architecture, inventories, configuration documentation, support procedures, and disaster recovery plans.
• Manage relationships with technology vendors and service providers; contribute to budgeting, hardware and software procurement, licensing, renewals, and contract review.
• Work with business leaders and other IT teams to align service levels and technology priorities with operational needs; report risks, status, and resource requirements to IT leadership.
• Participate in global strategic IT planning, infrastructure roadmaps, technology standards, and policy development, and perform other duties as assigned.
• Demonstrated experience leading IT infrastructure and end‑user support teams in a multi‑site environment; manufacturing experience is preferred.
• Strong customer service and interpersonal skills, with a demonstrated ability to set service expectations, communicate clearly, resolve issues professionally, and promote a responsive, customer‑focused support culture.
• Strong working knowledge of Microsoft 365, on‑premises Active Directory, Microsoft Entra ID, and Microsoft Azure is required, including identity, access, collaboration, endpoint, and cloud administration in a predominantly Microsoft environment.
• Working knowledge of VMware, Hyper‑V, hyperconverged infrastructure or SAN storage, backup and recovery, endpoint support, and IT service management is also required.
• Strong working knowledge of enterprise networking and security technologies, including firewalls, routing, switching, wireless networking, VPNs, and network troubleshooting.
• Ability to prioritize competing operational and project needs, lead incident resolution, document standards, and communicate technical risks clearly to technical and non‑technical audiences.
• Experience with vendor management, budgeting, and cross‑functional project delivery.
• A degree in information technology, computer science, or a related field, or equivalent practical experience, is preferred.

Success Measures

• Infrastructure Availability: Maintain 99.9%+ uptime and reliable IT operations across all supported environments.
• Service Excellence: Meet or exceed help desk SLAs while delivering a positive end‑user support experience.
• Project Delivery: Complete infrastructure and technology initiatives on time, within budget, and with minimal business disruption.
• Leadership & Development: Build and lead a high‑performing team that continuously improves service, security, and operational effectiveness.

Qualifications

• Demonstrated experience leading IT infrastructure and end‑user support teams in a multi‑site environment; manufacturing experience is preferred.
• Strong customer service and interpersonal skills, with a demonstrated ability to set service expectations, communicate clearly, resolve issues professionally, and promote a responsive, customer‑focused support culture.
• Strong working knowledge of Microsoft 365, on‑premises Active Directory, Microsoft Entra ID, and Microsoft Azure is required, including identity, access, collaboration, endpoint, and cloud administration in a predominantly Microsoft environment.
• Working knowledge of VMware, Hyper‑V, hyperconverged infrastructure or SAN storage, backup and recovery, endpoint support, and IT service management is also required.
• Strong working knowledge of enterprise networking and security technologies, including firewalls, routing, switching, wireless networking, VPNs, and network troubleshooting.
• Ability to prioritize competing operational and project needs, lead incident resolution, document standards, and communicate technical risks clearly to technical and non‑technical audiences.
• Experience with vendor management, budgeting, and cross‑functional project delivery.
• A degree in information technology, computer science, or a related field, or equivalent practical experience, is preferred.

Working Conditions

• This position is based on‑site full‑time and requires regular work in office, factory, and other facility settings. The position may also require incident support outside normal business hours and travel to company locations based on business needs.

Core Competencies

• Manages Complexity
• Developed Talent
• Decision Quality
• Drives Result
• Plans and Aligns
• Manages Conflicts

Models Flexfab’s HEARTS Values:

• Honesty – Do the right thing
• Excellence – Continuously search for ways to exceed expectations
• Accountability – Take accountability
• Respect – Recognize the values of each associate
• Teamwork – Collaborate, communicate, take action
• Support – Individuals, organizations, & community

Flexfab is an equal opportunity employer, to all protected groups, including protected veterans and individuals with disabilities. This position requires access to technical data subject to the International Traffic in Arms Regulations (ITAR). Only U.S. persons (citizens, lawful permanent residents, refugees, or asylees) are eligible