Infrastructure Manager: Lead IT Support & End-User Excellence

Kinsale Management, Inc; Richmond (VA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Competitive pay

Benefits (health, dental, vision)

PTO & holidays

Career growth

401(k) retirement match

Educational reimbursement

Job summary

Kinsale Insurance in Richmond, VA is seeking an Infrastructure Manager to lead the Desktop Support team and own Tier 1 and 2 end-user support across business units. You will ensure reliability, security, and continuous improvement while mentoring your team and partnering with IT and business stakeholders.

You will manage end-user lifecycle services, drive incident resolution, and deliver infrastructure projects with automation, documentation, and measurable metrics such as SLAs and uptime.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Technology, or a related field.
• Experience in a technical infrastructure role (network engineering, systems administration, or help desk/end-user support).
• Experience leading, mentoring, or supervising technical staff.
• Working knowledge of ITIL-based practices (incident, problem, change management).
• Strong communication skills to explain technical topics to non-technical audiences.
• Analytical, collaborative, customer-focused mindset with ability to manage multiple priorities.
• Ability to lift up to 30 lbs., route cables, and position equipment in office environments.

Responsibilities

• Lead, coach, and develop a team of Desktop Specialists through hiring, onboarding, goal setting, performance reviews, and career development.
• Own Tier 1 and Tier 2 support across all business units, managing escalation paths, service levels, and customer satisfaction.
• Manage endpoint and user lifecycle services, including access and PC equipment for new hires, transfers, and terminations.
• Serve as the escalation point for complex incidents, driving root cause analysis and lasting resolution.
• Facilitate changes through a defined change management process and deliver infrastructure projects, including upgrades, migrations, and rollouts, from planning through post-deployment validation.
• Drive efficiency and innovation through automation, standardization, and clear operational procedures and documentation.
• Monitor key metrics such as SLAs, ticket volume, uptime, and customer satisfaction, and report on performance to leadership.
• Collaborate with Information Security and technical teams on compliance, audit, and disaster recovery, while managing vendor relationships, budgeting, capacity planning, and technology roadmaps.

Skills

Leadership

ITIL

Communication

Analytical mindset

Customer-focused

Education

Bachelor's degree in Computer Science, Information Systems, Technology, or a related field

Job description

Kinsale Insurance in Richmond, VA is seeking an Infrastructure Manager to lead the Desktop Support team and own Tier 1 and 2 end-user support across business units. You will ensure reliability, security, and continuous improvement while mentoring your team and partnering with IT and business stakeholders.

You will manage end-user lifecycle services, drive incident resolution, and deliver infrastructure projects with automation, documentation, and measurable metrics such as SLAs and uptime.