Manager, Infrastructure and Support
Summary
The Manager of Infrastructure and Networking is a highly technical, hands-on leader responsible for the design, security, and ongoing operation of the organization’s IT infrastructure, networking, telecommunications, and retail technology systems. This environment supports approximately 100 users across a corporate office and 28 retail locations, including three out of state.
As part of a mission-driven, not-for-profit organization, this role delivers reliable, secure, and cost-effective technology solutions that support administrative offices, programs, and retail sites. Through its nonprofit initiatives, the organization employs over 400 individuals with intellectual and developmental disabilities (IDD) and has donated more than $250 million to nonprofit causes since 2005.
This position blends strong technical leadership with a commitment to inclusion, access, and continuity across the organization.
Essential Duties and Responsibilities
- Lead the design, implementation, maintenance and optimization of infrastructure and network systems, including on-premises, cloud, and hybrid infrastructure (servers, storage, virtualization platforms, backup systems, and identity services).
- Lead the design, deployment, and support enterprise and retail network environments, including LAN/WAN, SD-WAN, wireless networks, firewalls, routing, switching, and VPN solutions
- Lead setup and ongoing support for retail and store infrastructure, including: Point-of-sale (POS) systems, Credit card terminals and payment processing devices, network connectivity for stores and other locations, pricing, inventory, and promotional tools integrated with POS systems.
- Administer and support telecommunications systems, including VoIP platforms, call routing, conferencing systems, mobile devices, and carrier services
- Serve as the primary escalation point for complex infrastructure, network, telecom, and retail systems issues, performing hands-on troubleshooting and remediation
- Ensure high availability, performance, and security across all environments, including offices, remote staff, and retail locations
- Design and maintain disaster recovery, backup, and business continuity solutions, with specific consideration for retail and revenue-impacting systems
- Implement and enforce cybersecurity controls across infrastructure and networks, including patching, vulnerability remediation, access control, and secure configurations
- Develop, document, and maintain technical standards, network diagrams, system configurations, and operational procedures
- Monitor system performance, capacity, and costs; optimize infrastructure and vendor contracts to maximize uptime and responsible use of nonprofit resources
- Assist in the management of vendor relationships, including ISPs, telecom carriers, payment processors, POS vendors, cloud providers, and managed service partners
Supervisory Responsibilities
- Lead and support a small infrastructure and networking team (currently 1 other), providing guidance, mentorship, and hands-on assistance.
- Assign and prioritize work in a lean environment while maintaining service quality and staff well-being
- Provide hands-on guidance, technical training and knowledge sharing
- Foster a collaborative, service-oriented culture aligned with the organization’s mission
- Ensure appropriate staffing, on-call coverage, and workload balance
Qualifications
- Strong knowledge of enterprise infrastructure and networking technologies
- Recent deep experience with cloud and hybrid environments (e.g., AWS, Azure, or similar)
- In-depth understanding of network architecture, routing, switching, firewalls, and VPNs
- Proven leadership and team management skills
- Excellent problem-solving, analytical, and communication abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong hands-on experience with infrastructure, networking, and telecommunications technologies
- Experience supporting VoIP systems, telecom carriers, and mobile device management
- Practical knowledge of cloud services and SaaS platforms in resource-constrained environments
- Ability to balance technical depth with clear communication to non-technical stakeholders
- Demonstrated ability to work independently and adapt in a mission-driven, fast-paced setting
- Strong troubleshooting, documentation, and organizational skills
Education and/or Experience Required
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- 5+ years of progressive experience in infrastructure, networking, telecommunications and/or retail roles
- 2+ years of prior experience working in small teams, not-for-profit organizations, or mission-driven environments preferred
Certificates, Licenses, Registrations
- Relevant certifications preferred, such as:
- Cisco (CCNP/CCNA, CCIE)
- Microsoft, AWS, or Azure certifications
- VoIP or telecommunications-related certifications
- ITIL or similar service management certifications
Salary target is $105,000-$125,000
