Infrastructure Services Manager

MAPSYS Inc.; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

MAPSYS, a Columbus-based IT consulting firm, seeks an Infrastructure Services Manager to lead the Infrastructure Support Services team, overseeing IBM i and x86 infrastructure, help desk, and managed services delivery across client environments.

The ideal candidate is a strong people leader with hands-on experience in service delivery, improving team productivity, and building repeatable Managed Services processes. Experience in growing a Managed Services business is preferred.

Qualifications

• Experience leading technical resources, engineers, service desk staff, or infrastructure support teams.
• Experience delivering Managed Services and client service delivery with SLAs.

Responsibilities

• Lead the Infrastructure Support Services team and drive delivery maturity and growth.
• Build repeatable processes, reporting, escalation paths, and service reviews.
• Prioritize work across managed services, client support, escalations, and projects.

Skills

People management

Managed Services

Microsoft 365

Prioritization across clients/projects

SLA delivery & metrics

Client-facing communication

Infrastructure knowledge

Tools

Microsoft 365

Azure

NinjaOne

ConnectWise

Veeam

Job description

MAPSYS is a Columbus-based IT consulting firm with more than 40 years of experience helping public and private sector organizations solve complex technology challenges. As an employee-owned company, we take pride in building long-term client partnerships, delivering practical technical solutions, and creating an environment where team members can contribute, learn, and grow.

Role Summary

The Infrastructure Services Manager is responsible for leading MAPSYS’ Infrastructure Support Services team and strengthening the delivery, maturity, and growth of MAPSYS’ Managed Services business. This role oversees a blended technical services team supporting IBM i, x86 infrastructure, help desk, and managed services delivery across client environments.

The ideal candidate is a strong people leader with hands-on experience managing technical service delivery, improving team productivity, and building repeatable Managed Services processes. This person must understand how to balance day-to-day operational priorities, client escalations, SLA commitments, resource utilization, and long-term service improvement. Experience leading or developing a Managed Services business is strongly preferred.

This role requires the ability to communicate effectively with technical teams, clients, business leaders, and executives. The Infrastructure Services Manager will work closely with Sales, Project Management, and MAPSYS leadership to ensure services are delivered with quality, consistency, accountability, and a client-first mindset.

Team Scope

This team delivers infrastructure projects, technical support, monitoring, maintenance, Microsoft 365 services, IBM i support, x86 support, managed services, and client escalation response.

The team delivers infrastructure projects, installations and implementations, managed services, technical support, monitoring, maintenance, Microsoft 365 services, IBM i support, x86 infrastructure support, and client escalation response.

Key Responsibilities

• People Leadership & Team Accountability
• Lead, coach, mentor, and manage the Infrastructure Support Services team.
• Set clear expectations for productivity, quality, responsiveness, and client service.

Managed Services Leadership

• Lead the delivery and continued development of MAPSYS’ Managed Services offerings.
• Build repeatable processes, standards, reporting, escalation paths, and service review practices.
• Ensure delivery is proactive, recurring, client-aligned, and tied to contracted expectations.
• Oversee monitoring, maintenance, patching, reporting, incident response, documentation, and service reviews.

Service Delivery & Day-to-Day Prioritization

• Prioritize team work across managed services, client support, escalations, and infrastructure projects.
• Balance client priorities, resource availability, SLA requirements, project needs, and urgent requests.
• Partner with Project Managers and the Managed Services Delivery Manager to plan, assign, track, and communicate work.
• Monitor work queues, tickets, service requests, project commitments, and team workload

Client Escalation & Relationship Management

• Serve as the escalation point for infrastructure support, managed services, service delivery, and SLA concerns.
• Resolve escalated customer issues with urgency, professionalism, and clear communication.
• Communicate with client stakeholders, business leaders, and executives as needed.

SLA, Quality & Operational Performance

• Monitor and deliver against contracted SLAs, response expectations, and service commitments.
• Review ticketing, monitoring, incident response, and service metrics to ensure quality.

Microsoft 365, Infrastructure & Technical Services Oversight

• Lead services involving Microsoft 365, Azure, Entra ID, Defender, Intune, Exchange Online, Teams, endpoint management, monitoring, backup, security, IBM i, x86, networking, VMware, and related platforms.
• Ensure the team maintains strong Microsoft 365 and modern workplace knowledge.
• Collaborate with Sales on Managed Services opportunities, renewals, expansions, and client conversations.
• Support presales discovery, solution shaping, scope input, assumptions, and delivery feasibility.

Budget, Utilization & Business Management

• Manage budget expectations, service profitability, utilization, recurring revenue goals, and delivery costs.
• Monitor resource allocation, team capacity, productivity, and service effort against business objectives.
• Partner with leadership on staffing needs, tool costs, pricing assumptions, and delivery model improvements.

Compliance, Process & Continuous Improvement

• Ensure compliance with MAPSYS processes, client requirements, documentation standards, and service expectations.
• Support SOC2 readiness, access controls, security practices, and operational documentation.
• Improve consistency across onboarding, offboarding, monitoring, reporting, service reviews, escalations, and ticket management.

Required Qualifications

• People management experience leading technical resources, engineers, service desk staff, or infrastructure support teams.
• Experience managing Managed Services, IT operations, infrastructure support, or recurring client service delivery.
• Strong Microsoft 365 knowledge, including collaboration, identity, endpoint management, security, and administration.
• Ability to manage priorities across multiple clients, projects, support requests, and escalations.
• Experience delivering against SLAs, service levels, response expectations, or operational metrics.
• Strong client-facing communication skills with technical teams, business leaders, and executives.
• Ability to drive accountability, improve productivity, and create structure in a fast-moving service environment.
• Strong understanding of infrastructure support, including servers, networking, cloud, monitoring, backup, endpoints, and security.
• Excellent written and verbal communication skills.
• Strong organizational, problem-solving, decision-making, and follow-through skills.

Preferred Qualifications

• Experience leading, building, or scaling a Managed Services business.
• Consulting, professional services, or client services leadership experience.
• Experience with recurring revenue models, managed services contracts, service reviews, and renewals.
• Familiarity with IBM i, x86, VMware, Azure, Entra ID, Defender, Intune, Exchange Online, Teams, Veeam, ConnectWise, NinjaOne, SentinelOne, SIEM tools, or related platforms.
• Experience partnering with Sales on discovery, scope development, renewals, or account growth.
• Experience managing budgets, utilization, resource planning, service profitability, or operational reporting.
• Experience with ticketing, monitoring, RMM, documentation, and reporting tools.
• Relevant Microsoft, ITIL, project management, managed services, infrastructure, security, or cloud certifications.