IT Infrastructure & Operations Manager

Santikos Entertainment; San Antonio (TX); On-site; USD 140,000 - 180,000; Full time

Job summary

Santikos Entertainment seeks an experienced IT leader to direct day-to-day operations of the enterprise technology environment across corporate offices and theater locations. You will supervise the IT support team, drive reliability, and coordinate with vendors for Azure, M365, and vendor-hosted platforms.

The role requires overseeing network, cloud, endpoint, and security operations, while maintaining strong partnerships with Marketing and operations to ensure guest-facing technology meets

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.

Responsibilities

• Lead IT infrastructure, networking, cloud, and end-user support.
• Manage IT support team, prioritization, escalation, and development.
• Oversee Azure and M365 environments with admins and vendors.
• Lead major incidents and disaster recovery planning.
• Manage vendor relationships, SLAs, and project delivery.
• Coordinate website, mobile app, kiosk tech health with Marketing.
• Develop standards, docs, inventories, and knowledge transfer.

Skills

IT leadership

Azure

Microsoft 365

Networking

Cybersecurity basics

IAM

Vendor management

Incident management

Disaster recovery

Scripting & automation

Project management

Education

Bachelor's in CS/IT/MIS

Azure/M365/Cisco/Meraki IT certs

ITIL/CompTIA certs

Tools

Meraki

Windows Server

Entra ID (Azure AD)

DNS/DHCP

VPNs

Job description

OVERVIEWLead the day-to-day operation, reliability, and continuous improvement of Santikos’ enterprise technology environment while providing direct leadership to the IT support team. Oversee infrastructure, networking, cloud operations, service delivery, technical vendor relationships, and operational technology projects across corporate offices and theater locations. Serve as the primary technical owner for Santikos’ digital platforms, including coordination of website, mobile application, kiosk, and related vendor activities. This is an on-site role located at the Santikos Corporate office.ROLES & RESPONSIBILITIESLead the day-to-day operations of Santikos’ IT infrastructure, networking, cloud, and end-user support functions to ensure reliable and responsive technology services across corporate and theater locationsDirectly manage, coach, and develop the IT support team, including workload prioritization, escalation management, performance expectations, cross-training, and professional developmentProvide leadership-level technical oversight and hands-on accountability while keeping the role focused on team leadership, operational ownership, complex escalations, and continuous improvement rather than functioning as the primary end-user support resourceOversee enterprise infrastructure and network operations, including Meraki networking, firewalls, wireless networks, connectivity, VPN technologies, DNS, certificates, and related servicesProvide operational leadership for Microsoft Azure and Microsoft 365 environments in partnership with internal administrators and external technical resourcesMonitor infrastructure health, availability, capacity, and performance; identify recurring issues and drive corrective actions that improve reliability and reduce support demandServe as the senior operational escalation point for complex, infrastructure, network, cloud, endpoint, and theater technology issuesLead major incidents and service disruptions, coordinating internal staff and external vendors through restoration, root-cause review, follow-up actions, and communication to leadershipManage backup, recovery, disaster recovery, and business continuity processes for assigned infrastructure and systems; periodically validate documentation and recovery readinessPlan and coordinate infrastructure upgrades, technology refreshes, deployments, migrations, and other IT projects while balancing operational priorities and business impactDevelop and maintain technology standards, operating procedures, support processes, inventories, diagrams, system documentation, and knowledge-transfer materialsManage assigned technology vendors and service providers, including performance, escalations, project delivery, contract obligations, service levels, and technical accountabilityServe as IT’s primary technical relationship owner for The Tuna Group and other digital-platform vendors supporting the Santikos website, mobile application, kiosks, and related guest-facing technologiesCoordinate website, mobile application, and kiosk technical health, deployments, integrations, releases, DNS/SSL requirements, credentials, outages, and vendor escalations while partnering with Marketing on guest-facing content and prioritiesPartner closely with the Cloud/POS team on Vista/POS, Azure, Microsoft 365, and related operational dependencies while maintaining clear ownership and escalation pathsPartner with the Cybersecurity Analyst and CIO to implement security improvements, remediate vulnerabilities, support incident response, maintain appropriate access controls, and ensure operational practices align with security and compliance requirementsSupport PCI and other technology compliance activities by ensuring infrastructure changes, evidence, documentation, and remediation actions are completed within assigned areasIdentify opportunities to simplify operations, automate repetitive work, reduce technical debt, improve service levels, and optimize technology spendingEvaluate emerging technologies and make practical recommendations that improve reliability, scalability, supportability, and business valueCommunicate technical risks, outages, project status, vendor issues, and recommended actions clearly to the CIO and other business leadersBuild operational depth within the team through cross-training, documentation, delegation, and deliberate development of future technical and leadership capabilityPerform other technology leadership and operational duties as assignedEDUCATION & EXPERIENCE REQUIREMENTS:Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field preferred; equivalent combination of relevant education, technical training, certifications, and experience will be consideredMinimum of 7 years of progressive experience in information technology, including infrastructure, systems, network, cloud, or IT operations responsibilitiesMinimum of 2 years of direct people-management or technical team leadership experience, including responsibility for performance management, workload prioritization, employee development, and accountabilityRelevant certifications, such as Microsoft Azure, Microsoft 365, Cisco, Meraki, ITIL, CompTIA, or project management certifications preferredHands-on experience with Microsoft Azure and Microsoft 365 environments, including identity, compute, storage, networking, monitoring, and administrative conceptsDemonstrated experience supporting multi-site or distributed technology environments; retail, hospitality, entertainment, or location-based operations experience preferredStrong experience with enterprise networking concepts including routing, switching, firewalls, wireless, VPNs, DNS, DHCP, internet connectivity, and network troubleshootingExperience managing third-party technology vendors, MSPs, software providers, or other outsourced technical partnersExperience leading infrastructure projects, technology deployments, upgrades, migrations, or operational improvement initiativesExperience with IT service management, incident management, change management, disaster recovery, and business continuity practicesWorking knowledge of cybersecurity fundamentals, vulnerability, remediation, identity and access management, logging/monitoring, and technology compliance requirementsSKILLS, KNOWLEDGE & ABILITIES:Strong understanding of enterprise infrastructure, cloud, networking, endpoint, identity, and support operationsWorking proficiency with Microsoft Azure, Microsoft 365, Entra ID, Windows Server, and related Microsoft enterprise technologiesStrong networking knowledge, including firewalls, routing, switching, wireless, VPNs, DNS, DHCP, WAN/ISP connectivity, and network troubleshootingExperience with monitoring, alerting, backup, recovery, patching, configuration management, and infrastructure documentation toolsAbility to troubleshoot complex issues across multiple technology layers and coordinate specialists or vendors when escalation is requiredUnderstanding of web and mobile technology operations, including DNS, SSL/TLS certificates, application releases, integrations, APIs, credentials, and vendor-hosted platformsFamiliarity with scripting, automation, and modern infrastructure-management practices is preferredDemonstrated ability to lead, coach, develop, and hold technical employees accountable while creating a collaborative and service-oriented team environmentStrong judgment and composure during outages, escalations, security events, and other high-pressure operational situationsExcellent problem-solving skills with the ability to move between hands-on technical detail and broader business prioritiesStrong written and verbal communication skills, including the ability to explain technical issues, risks, and recommendations to non-technical stakeholders and executive leadershipStrong project-management and organizational skills with the ability to prioritize competing operational, project, and support demandsAbility to build productive relationships across departments, including Marketing, Operations, Finance, and other business functionsStrong vendor-management and negotiation skills with a focus on accountability, measurable outcomes, and valueProactive mindset with a focus on ownership, continuous improvement, documentation, and eliminating recurring problemsAbility and willingness to develop broader enterprise IT leadership capability over time