IT Infrastructure and User Support Manager

2 weeks ago

New York, NY, United States On Cue Hire Full time
On Cue Hire's client, a leading national broadcast media organization, is seeking an experienced IT Infrastructure and User Support Manager to oversee technology operations and end-user support across multiple studio and corporate locations.

This individual will lead a multi-disciplinary team consisting of IT Support Technicians, Network Engineers, and Systems Engineers, ensuring optimal performance, security, and reliability across all infrastructure and user-facing systems. The role combines strategic leadership with hands-on technical expertise, supporting a fast-paced 24/7 environment where uptime and responsiveness are critical to success.

Key Responsibilities

Infrastructure & Systems Management

  • Oversee the design, implementation, and maintenance of all network, server, and systems infrastructure across multiple offices and data environments.

  • Manage system uptime, network performance, capacity planning, and data integrity across on-premises and cloud systems.

  • Collaborate with technical and production leadership to align IT systems with operational needs and ensure seamless integration between offices and studio networks.

  • Lead disaster recovery, data backup, and business continuity initiatives for mission-critical systems.

  • Evaluate and implement new technologies that improve performance, scalability, and security.
User Support & Service Desk Operations
  • Manage the IT helpdesk and end-user support teams, ensuring high-quality, timely assistance across all departments.

  • Oversee ticket management, incident resolution, and escalation workflows using enterprise service management tools (ServiceNow, Jira, etc.).

  • Define and enforce Service Level Agreements (SLAs) for all IT support services.

  • Identify recurring issues, implement automation or long-term fixes, and continuously improve service delivery.

  • Oversee the configuration, deployment, and lifecycle management of desktop and mobile devices, applications, and related peripherals.

  • Maintain asset inventory, license management, and access control procedures.
Leadership & Team Management
  • Lead, mentor, and develop a team of IT Support Technicians, Network Engineers, and Systems Engineers across multiple office locations.

  • Manage team schedules (including after-hours and on-call coverage) and provide escalation support as needed.

  • Conduct regular one-on-one and team meetings to review performance, service delivery, and project priorities.

  • Foster a culture of accountability, collaboration, and customer service excellence.

  • Build strong relationships with department heads and proactively identify and address technology challenges impacting the organization.
Process Improvement & Strategy
  • Develop strategies for managing, measuring, and improving IT operations, support tools, and infrastructure reliability.

  • Standardize processes and documentation according to ITIL best practices.

  • Collaborate with the CIO and executive leadership to plan budgets, allocate resources, and align IT initiatives with business goals.

  • Identify opportunities for automation, standardization, and cost optimization.

  • Stay current with emerging technologies and leverage innovation to improve user experience and system performance.
Security & Compliance
  • Maintain system and network security across all devices and environments.

  • Oversee Active Directory, MFA, patch management, and endpoint security.

  • Partner with cybersecurity teams to monitor vulnerabilities, ensure compliance, and manage risk mitigation strategies.
Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred).

  • Minimum of 7 years of progressive IT experience, including at least 5 years in IT leadership or management overseeing diverse technical teams.

  • Proven success managing IT infrastructure, network, and end-user support operations in a high-pressure, 24/7 environment.

  • Experience managing multi-site IT operations, including infrastructure, systems, and support functions.

  • Strong technical knowledge of Windows Server, Active Directory, Office 365, virtualization (VMware/Hyper-V), cloud (Azure or AWS), and enterprise networking (Cisco, Meraki, etc.).

  • Demonstrated success implementing ITIL-based service management frameworks and enterprise ticketing systems.

  • Exceptional leadership, communication, and organizational skills with the ability to manage competing priorities and tight deadlines.

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