IT Infrastructure Support Manager

The Manager of IT Infrastructure Support ensures the efficient and effective functioning of the company’s Information Technology (IT) infrastructure operations including Help Desk management, information and physical security, data management, infrastructure support, incident management, and workstation management.  Significantly contributes to the identification of enterprise-wide infrastructure opportunities and collaborates with other ITS leaders. 

Your Impact

• Oversees and coordinates all Help Desk activities. Implements and manages processes and procedures including review of Help Desk tickets, determining trends and root cause corrective actions. Directly addresses escalated issues or refers to appropriate resource for resolution. Compiles measures and reports on Help Desk performance metrics.
• Collaborate with the development, administration, and testing of the IT disaster recovery plan. 
• Oversees and prioritizes non-project related infrastructure support requests and incidents.
• Mentor, train, and provide technical expertise and leadership to assigned personnel and ensure staff is following standards and are meeting expected deliverable timelines and requirements.
• Manage company workstation and office assets.
• Manage Pearl’s Data Management team ensuring the procurement of lists, utilization of data hygiene best practices, work closely with Marketing for the timely loading, administration, and reporting of campaigns, and the continued development and training of staff.
• Oversee the management and administration of assigned third-party software applications and services.
• Resolution of incidents and problems utilizing Incident and Problem Management best practices and procedures.
• Collaborate with the management of infrastructure security including maintenance of industry data security best practices and regulatory compliance.  Participate in IT audits and take appropriate corrective action to address audit findings in a timely manner.
• Write and maintain documentation regrading assigned Help Desk and Infrastructure related policies, procedures, workflow, security, and compliance.
• Manages assigned facility assets including assisting with the management and administration of building security.
• Assist with the management of software licensing, maintenance and service agreements including vendor relationships.
• Supervisory Responsibilities: Direct supervision of ITS staff including Help Desk Technicians, Systems Analysts, and Data Analysts with responsibility for execution of recommendations regarding quantity and quality of work, methods, maintenance of discipline, interpretation and enforcement of federal, state, and local laws, rules and regulations, hiring and separations, etc.  Complete responsibility for planning, coordinating, and directing the activities of subordinates.

Successful Candidates Will Have

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 6+ years Information Technology experience with at least 2 years of experience in a supervisory capacity of technical support staff; or an equivalent combination of education and experience. 
• Knowledge and experience with IT Service Management processes.
• Proficiency with MS Office products.
• Working knowledge of infrastructure and desktop technologies and best practices.
• Strong interpersonal skills with a proven ability to interface with both technical and business team members at all levels within an organization

At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, and 10 days of paid time off and 11 paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered. The expected annual pay range for this position is between $84,200 to $97,660 plus discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada.  As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business.  Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, we were ranked 14th largest broker in the U.S. by Business Insurance. 

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.

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