Services Support and Infrastructure Operations Lead Administrator

New-Indy Containerboard; Hickory (NC); On-site; USD 110,000 - 140,000; Full time

Job summary

Carolina Container is seeking a Services Support and Infrastructure Operations Lead Administrator to provide direct technical execution and leadership for IT and OT environments. You will bridge hands-on maintenance with service delivery oversight, ensuring stability, security, and performance of on-premises and cloud systems.

The role requires experience across servers, virtualization, networking, and shop floor interfaces, with regular interaction with site leadership to optimize technology

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years managing enterprise IT infrastructure in manufacturing/industrial environments.
• Deep knowledge of Windows Server, VMware, AD, and O365.
• Experience with network gear (HPE/Cisco) and FortiGate firewalls.
• Proven ability to manage 3rd party vendor relationships and coordinate with teams.

Responsibilities

• Install, configure, and maintain IT/OT infrastructure (servers, networks) per SOPs.
• Provide Tier 1–3 diagnostic support for hardware, software, and connectivity in office and plant environments.
• Maintain cloud and on-prem data center infrastructure, including virtualization and storage.
• Support manufacturing environments and shop floor systems, ensuring health and performance.
• Catalog IT/OT equipment and maintain CMDB; ensure documentation is up-to-date.
• Collaborate with Enterprise IT/OT teams to align with architecture and security standards.

Skills

Windows Server

VMware

Active Directory

O365

Networking (HPE/Cisco)

FortiGate Firewalls

Vendor Management

Communication

Analytical Skills

Manufacturing IT/OT

Education

Bachelor's degree in IT, Computer Science, or related field

Tools

CMDB

Job description

Job Details

Job Location: NC- Hickory (2) - Hickory, NC 28601

Position Type: Full Time

Education Level: Bachelor's

Travel Percentage: Less than 10%

Job Category: Information Technology

Who We Need:

Carolina Container is seeking a Services Support and Infrastructure Operations Lead Administrator to provide direct technical execution and tactical leadership for our IT and OT (Operational Technology) environments. This role serves as a high-level technical lead, bridging the gap between hands‑on infrastructure maintenance and the oversight of helpdesk service delivery.

The successful candidate will be responsible for the stability, security, and performance of on‑premises and cloud‑hosted systems, networks, and VoIP solutions. This individual functions as the primary escalation point for complex technical issues coordinating with third‑party partners to ensure business continuity across manufacturing and office environments. This is a field‑focused role requiring regular interaction with shop floor systems—such as HMI and PLC interfaces—and site leadership to optimize technology practices and security.

What You Will Do

Tactical Infrastructure & Operations

• Directly install, configure, and maintain servers, networks, and other IT/OT infrastructure components following Standard Operating Procedures (SOPs).
• Provide Tier 1–3 level diagnostic support for hardware, software, and connectivity issues across both office and plant environments.
• Maintain and optimize cloud and traditional on‑premises data center infrastructure, including virtualization platforms and storage.
• Provide hands‑on support for manufacturing environments, ensuring the health and performance of shop floor systems.
• Catalog and inventory, as needed, IT / OT equipment and maintain CMDB.

Services Support & Tactical Oversight

• Triage EST P1 and P2 calls to ensure response of appropriate parties.
• Mentor other staff, fostering a collaborative atmosphere and professional growth through technical training.
• Analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify and act on areas for service improvement.
• Consult on helpdesk workload distribution and scheduling to maintain operational efficiency.
• Develop and maintain accurate IT/OT documentation, including network diagrams, system configurations, and SOPs.
• Collaborate with Enterprise IT/OT teams to ensure infrastructure is deployed according to defined architecture and security posture.

What You Will Need:

• Education: Bachelor’s degree in IT, Computer Science, or a related field, or commensurate equivalent work experience.
• Experience: 5+ years of experience in managing enterprise‑level IT infrastructure, with a focus on 24x7 manufacturing or industrial environments.
• Technical Proficiency: Deep knowledge of Windows Server, virtualization platforms (VMware), Active Directory, and O365.
• Networking: Experience with HPE or Cisco networking platforms and knowledge of firewalls (e.g., FortiGate).
• Lead Skills: Proven ability to manage 3rd party vendor relationships and communicate up and down the chain.
• Soft Skills: Exceptional interpersonal and communication skills with a focus on rapport‑building and listening.
• Analytical Ability: Proven analytical and problem‑solving abilities to execute tasks in high‑pressure environments.

What To Expect:

• Schedule: 40‑hour on‑site work week with emergency call‑in availability for 24‑hour production environments.
• Environment: Ability to work in both quiet corporate offices and industrial facilities with varying noise and temperature levels.
• Physical: Ability to lift 40 lbs. unassisted and possess the manual dexterity to operate power tools and computer components.
• Travel: Regular travel to packaging facilities is expected for system integration, team development and rapport building.