Infrastructure Operations Lead - Helpdesk & SysAdmin

R; Fountain Run (KY); On-site; USD 110,000 - 150,000; Full time

Job summary

R is seeking an Infrastructure Manager to lead the Helpdesk and Systems Administration teams, guiding day-to-day work and strategic initiatives. You will ensure alignment with security, compliance, and availability while maintaining broad technical knowledge across servers, cloud, identity, endpoint, virtualization, backup, and networking technologies.

The manager will partner with the Director of IT and other specialists, acting as a senior guide rather than owning every implementation.

Qualifications

• Experience leading Helpdesk and Systems Administration teams.
• Knowledge across servers, cloud, identity, endpoints, virtualization, backup, and networking technologies.
• Ability to guide decisions and communicate with technical specialists.

Responsibilities

• Provide direct supervision, coaching, performance management, and professional development for Helpdesk Technicians and Senior Systems Administrators.
• Establish clear expectations, objectives, development plans, and accountability for staff.
• Conduct regular one-on-one meetings, team meetings, performance reviews, and constructive feedback discussions.
• Lead recruiting, interviewing, onboarding, and role-specific training within reporting structure.
• Promote cross-training, knowledge sharing, documentation, and dependable backup coverage across Helpdesk and Systems Administration.
• Build a service-oriented culture focused on ownership, communication, collaboration, continuous improvement, and timely follow-through.
• Plan, assign, prioritize, and monitor operational work, support queues, maintenance, and infrastructure projects.
• Oversee Helpdesk service delivery, incident escalation, request fulfillment, user communications, and resolution quality.
• Coordinate Systems Administration activities supporting servers, identity, Microsoft 365, Azure, endpoints, virtualization, storage, backup, and related platforms.
• Establish operating procedures, support standards, escalation paths, on-call/after-hours coverage, and handoff practices.
• Ensure change management, configuration management, testing, documentation, rollback planning, and stakeholder communication.
• Monitor operational risk, aging work, service interruptions, resource constraints, and unresolved dependencies; escalate material concerns.
• Coordinate response and recovery activities during infrastructure incidents with engagement of technical specialists and stakeholders.

Skills

People leadership

Staff development

Performance management

Incident management

Change management

Tools

Microsoft 365

Azure

Job description

R is seeking an Infrastructure Manager to lead the Helpdesk and Systems Administration teams, guiding day-to-day work and strategic initiatives. You will ensure alignment with security, compliance, and availability while maintaining broad technical knowledge across servers, cloud, identity, endpoint, virtualization, backup, and networking technologies.

The manager will partner with the Director of IT and other specialists, acting as a senior guide rather than owning every implementation.