Job Description

Position Overview

We are seeking a highly technical Manager of Information Technology (IT) to lead and support all aspects of our IT operations in a fast-paced telecommunications environment. This individual will oversee internal IT support (Helpdesk), corporate infrastructure (on-prem and cloud), endpoint management, network security, and ensure high system availability and performance across a globally distributed workforce.

This is a hands-on leadership role requiring deep technical knowledge and the ability to manage complex IT systems, vendors, and a team of technical support professionals.

Key Responsibilities

IT Operations & Helpdesk Leadership

• Lead the internal IT Helpdesk team, ensuring timely support for hardware, software, connectivity, and access issues across the organization.
• Manage service level agreements (SLAs), incident response, and escalations.
• Implement and continuously optimize ITIL-based processes (incident, change, asset, and configuration management).

Infrastructure & Systems Management

• Oversee the design, implementation, and maintenance of enterprise IT infrastructure, including:
  • Servers (Windows/Linux), virtualization (VMware/Hyper-V)
  • Active Directory, DNS/DHCP, Group Policy, Office 365/Azure AD
  • Corporate firewalls, switches, routers, and VPNs
  • Cloud services (AWS, Azure, or GCP) and hybrid environments
• Maintain robust backup, disaster recovery, and high availability strategies.

Security & Compliance

• Ensure enterprise-wide compliance with cybersecurity best practices (NIST, ISO 27001, SOC 2).
• Lead annual compliance audits.
• Manage endpoint protection, MDM, MFA, and vulnerability management.
• Work closely with 3rd party consultants and internal engineering teams to secure internal networks and customer-facing services.

Telecom IT Environment Support

• Collaborate with engineering and operations teams to support telecom-specific systems (e.g., OSS/BSS platforms, SIP/VoIP infrastructure, NMS/EMS tools).
• Maintain uptime and support for telecom-related applications, test labs, and secure provisioning tools.

Team & Vendor Management

• Hire, mentor, and manage a high-performing IT support and infrastructure team.
• Manage IT budgets, procurement, licensing, and vendor relationships.
• Coordinate third-party support contracts and service providers.
• Bring hands-on experience with hardware troubleshooting and system architecture.
• Possess proven abilities to research, evaluate, and recommend new technologies.

Qualifications

Technical Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
• 8+ years of progressive experience in IT operations, with at least 3 years in a management or team lead role.
• Expertise in managing:
  • Windows Server, Linux, Active Directory, and Group Policies
  • Microsoft 365, Exchange Online, Intune, Azure AD
  • Firewalls (e.g., Fortinet, Palo Alto), switching/routing, SD-WAN, and VPN solutions
  • Virtualization (VMware ESXi, Hyper-V), backup platforms (Veeam, Commvault), and cloud infrastructure (Azure/AWS)
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, VLANs, SNMP, etc.)
• Experience with helpdesk tools (e.g., ServiceNow, Jira Service Desk) and asset management systems.

Preferred Experience

• Prior experience in a telecom or managed services provider (MSP) environment.
• Familiarity with carrier-grade hardware/software tools (e.g., SBCs, VoIP/SIP systems, BGP configurations).
• Knowledge of PCI, GDPR, and telecom regulatory compliance requirements.

Soft Skills & Other Requirements

• Excellent communication skills with the ability to explain technical issues to non-technical stakeholders.
• Strong problem-solving abilities with a customer-first mindset.
• Willingness to be on-call or provide support outside of business hours when needed.
• Ability to thrive in a dynamic, high-growth, and highly technical environment.

This is a critical role at the intersection of IT infrastructure and telecom operations. If you're a highly technical leader with a passion for building resilient systems and supporting global teams, we want to meet you.

Additional Information

Benefits

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our team members. Our benefits include:

• 401(k) Retirement Plan – Prepare for the future with our competitive 401(k) plan.

• Health, Dental, and Vision Insurance – Access quality coverage to keep you and your family healthy.

• Cell Phone Discount Program – Enjoy savings on your monthly wireless bill through our employee discount partnerships.

• Gym Membership Discounts – Stay active and healthy with discounted rates at a variety of fitness centers.

We’re committed to helping you thrive both professionally and personally.