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IT Infrastructure Manager
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IT Infrastructure Manager (Bend, OR)
Full-Time
Purpose: The reason the job exists
Pahlisch Homes, a family owned, regional production home builder headquartered in Central Oregon since 1983, exists to create community by building a team of people who are dedicated to embracing intentionality, an innovative spirit and a servant’s heart in all things.
The IT Infrastructure Manager plays a key role as a member of the Data & Information Systems team focusing on IT infrastructure – the hardware, software and system our end users rely for basic productivity. While the Business Systems team is dedicated to supporting enterprise applications, the IT Infrastructure team is focused on servers, hypervisors, end user hardware, Windows, Mac, iOS, Microsoft 365, Azure, backups, disaster recovery, help desk support, cyber security, networking and more.
The IT Infrastructure Manager plays a key role as a member of the Data & Information Systems team focusing on IT infrastructure – the hardware, software and system our end users rely for basic productivity. While the Business Systems team is dedicated to supporting enterprise applications, the IT Infrastructure team is focused on servers, hypervisors, end user hardware, Windows, Mac, iOS, Microsoft 365, Azure, backups, disaster recovery, help desk support, cyber security, networking and more.
With a background in system administration, network administration, security administration and more, this position will serve as support for tier three escalations for all IT Infrastructure equipment and software used by 160+ staff members spread across multiple locations.
Attributes: The behaviors or traits required to do the job
- Intentional
- Innovative spirit
- Servant’s heart
Native Genius
- Driven to bring order to chaos and relentlessly maintain organization of teams and systems
- Loves technology and is excited about moving the organization toward digital transformation in the cloud.
- Takes responsibility for their work and that of the team
- Quick-witted problem solver who is excellent on their feet in front of others and is not easily flustered.
- Can do mindset - doesn’t easily utter the words, “I’ve never done that,” or “I can’t do that.”
- Enjoys learning their way through complex problems and systems, including those they have never handled before.
- Doesn’t give up until the job is done and isn’t afraid to admit when they need help from others, including the internet.
- Thinks in “we” instead of “I”
Responsibilities: The essential actions required of the job
Team Leadership
- Operate with a player/coach mentality serving alongside the IT infrastructure team while also providing leadership, guidance, support, backup coverage, goal setting, one-on-one meetings and continued feedback on performance.
- Play the role of help desk manager, monitor ticketing system to ensure adherence to metrics, timely response, review tickets, comment as necessary to make sure end users are getting the best responses
- Assist IT Infrastructure team members with day-to-day role as needed
- Direct reports
- Network & System Administrator
- Desktop Support Administrator
New Technology & Improvements
- Analyze, evaluate, and propose new and emerging solutions and strategies for IT Infrastructure including hardware, software, networking, security, telecommunications, data storage, etc.
- Continuously analyze current IT Infrastructure processes, technologies and vendors to identify needs, vulnerabilities, opportunities for improvement and upgrade paths
Security & Disaster Recovery
- Develop and maintain disaster recovery plan and implement it in the event of a disaster/breach.
- Develop, implement and manage enterprise security strategy and safeguards. This includes determining processes for data protection that reduce the risk of breaches and ensure that regulatory standards are met utilizing latest security technologies such as data loss prevention, cloud app security, conditional access, email security, etc.
- Maintain phishing training campaigns.
- Work with third-party cyber security firm to perform security audits
Management
- Manage onboarding and offboarding of new users in coordination with the Desktop Support Technician
- Define and document internal IT Infrastructure policies and procedures, including managing procedures for cross-functional such as onboarding and offboarding.
- Develop and implement appropriate IT Infrastructure policies for employees and keep them light and wise in coordination with the Director of DIS. Don’t be a bottleneck; be a catalyst for throughput and velocity while keeping us protected from harm.
- Manage internal communication systems, including phone, email and messaging to ensure that we have everything we need to communicate better, faster, and more seamlessly across the organization.
- Track on opening of new communities, sales centers/models and amenities to and coordinate resources to ensure IT equipment and internet is ready and installed on time.
- Manage wired internet accounts with ISP’s including addressing billing issues, ordering new lines, contacting ISP’s when lines get cut, ensuring billing is correct, negotiating promotions, and notifying end users when data allotments are used.
- Manage IT email inbox
- Assist other departments in using information systems and technology effectively.
- Respond to feedback from stakeholders and use it to make improvements or adjustments needed to our IT Infrastructure environment.
Roadmap
- Design and build the strategic IT Infrastructure roadmap in support of the company mission in coordination with the Director of DIS.
- Create a timeline for development and deployment of IT infrastructure services. Publish, maintain, and educate all stakeholders on the roadmap and roadmap process in coordination with the Director of DIS
IT Infrastructure Project Management
- Helping develop and manage project governance
- Helping with status reporting and running daily standups as needed
- Build, develop and maintain budgets and project plans for IT Infrastructure projects
- Ensure smooth communication and project coordination, both upstream and downstream, to departments impacted by IT Infrastructure development in coordination with the Director of DIS (keep entropy low!)
Procurement & Stewardship
- Create and manage IT Infrastructure budget in coordination with the Director of DIS
- Research, negotiate and secure contracts with third party vendors, contractors and software providers, including business terms and legal verbiage in coordination with Director of DIS.
- Keep track of IT Infrastructure licenses, contracts and renewals, and expenditures across the organization while always striving to optimize spend.
- Maintain current standard issue software and hardware lists, providing continued guidance on the latest hardware and where to procure it.
- Oversee IT inventory, including planning for equipment replacement and ensuring accounting department formally disposes of assets on the books as needed.
- Perform periodic license audits to maintain compliance and eliminate waste licensing
- Value engineer Verizon Wireless plan - adding Verizon lines, adjusting data plans to ensure data usage does not go over the limit, etc.
- Code and approve IT infrastructure related invoices weekly
- Manage credit card transactions and statement monthly
IT Support
- Function as the tier three escalation point as needed for the IT infrastructure help desk for all equipment and systems for 160+ roaming staff spread across multiple locations
- Participate in weekend rotation to provide tier 1-2 help desk support for sales team.
- Meet with new staff members on their first day for an onboarding meeting
- Other duties needed to advance the company mission and vision.
Requirements: The skills and experience required for the job
- At least 4 years of experience in a similar role required.
- Minimum of a 4-year related bachelor’s degree or commensurate experience
- Advanced knowledge and experience administering the Microsoft 365 ecosystem.
- Advanced knowledge of Azure or AWS administration and a desire to learn more.
- Above average Excel skills
- Technical certifications appreciated but not required.
Outcomes: The measurable results from the job responsibilities
- IT Infrastructure team is happy, healthy and well cared for
- Our disaster recovery and cyber security plans and posture are the best they can be
- Our help desk, user support experience and knowledge base are the best they can be
- Our employee experience with our IT Infrastructure is the best it can be
- We have clear and concise IT Infrastructure policies
- Our IT infrastructure spent is continuously optimized
Role is also eligible for a 15% bonus opportunity
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