Manager, IT Infrastructure & Operations

Manager, IT Infrastructure & Operations

Position Overview

Under the general direction of the Vice President of Information Technology Services (ITS), the ITS Infrastructure & Operations Manager is responsible for strategically leading and developing the Infrastructure and Operations teams, including Systems, Networks, Database, and Help Desk functions, to ensure robust and secure IT services supporting the operational excellence and growth of the Canaveral Port Authority.

The manager oversees all technical infrastructure, managing hybrid cloud and on-premise environments, while ensuring 24/7 system availability and effective incident management through structured on-call rotations. Additionally, this role ensures superior customer service and strategic alignment between IT initiatives and organizational objectives.

Essential Functions

• Continuously monitors system performance, analyzing data to identify and address information, reporting, and infrastructure needs.
• Identifies business requirements and organizes them into actionable technical support tasks.
• Under the direction of the Vice President, develops and manages the budget for system hardware and software, hardware maintenance, and technical support education and training.
• Manages day-to-day network/server infrastructure, help desk operations, and data/telecommunication within a hybrid campus and cloud environment.
• Leads network, systems, and help desk team of five direct reports in enhancing system and operational efficiency.
• Track and report key performance indicators (KPIs), such as system uptime, incident response times, user satisfaction ratings, and budget adherence, ensuring accountability and continuous improvement.
• Manages off-hours and rotating on-call support schedules, typically requiring availability to respond within one hour to critical system incidents outside standard business hours.
• Exceptional critical thinking and problem-solving ability, and proficiency in conducting online research or consultation with third party tech support to find solutions to technical problems independently.
• Candidates must possess proven expertise in mathematics, logical reasoning, and problem-solving.
• Identifies and manages emerging IT opportunities and risks to ensure optimal infrastructure and systems.
• Ensures capacity, availability, security, recoverability, and continuous improvement of IT infrastructure.
• Oversees and manages IT change management processes for functional area. Serves as member of the Change Advisory Board (CAB).
• Manages IT asset lifecycle, including procurement, tracking, deployment, and disposal in coordination with the IT Specialist.
• Implement standards outlined in the Information Security Program, including risk assessment, risk mitigation, application of technical controls, periodic testing of key controls, reacting and responding to security breaches or violations of security policy under the general direction of the Director of Information Security.
• Ensures disaster recovery and backup plans are current, regularly tested, and effective.

• Develop and implement a formal review and testing process for the ITS Business Continuity Plan, including recovery strategies. Create test plans for each business area, clearly defining Recovery Point Objectives (RPOs) and Recovery Time Objectives (RTOs).
• Maintains updated standard operating procedures and ensures compliance.

• Works with internal and external stakeholders in conjunction with other IT leaders to interpret customer business needs and makes recommendations for strategic investments in technology, applications, business processes, and personnel that meets the agreed upon goals of the organization.
• Contracts and manages external vendors for services and projects.
• Recruits, develops, and mentors ITS staff.
• Supports ongoing professional development and training to ensure staff maintain technical proficiency and certifications.
• Conducts annual performance reviews and provides feedback.
• Ensures exceptional customer service for internal and external stakeholders.
• Maintains confidentiality regarding sensitive information.
• Represents the Canaveral Port Authority with integrity and professionalism.

• During emergency conditions, all CPA (Canaveral Port Authority) employees are automatically considered essential employees and may be subject to recall. These events may include, but are not limited to, natural, man-made, or public health emergencies. Employees may be expected to perform emergency and/or recovery operations outside of their normal assigned responsibilities and routine working hours.

• Performs other job-related duties as assigned.

Minimum Qualifications:

• Bachelor's degree in Information Systems, Technology, Computer Science, Engineering, IT Project Management or related field, or equivalent professional experience.
• 10+ years of IT experience, such as systems or network engineering.
• 5+ years of IT management or supervisory experience.
• 5+ years managing implementation/enhancement of IT infrastructure.

• Microsoft Certified System Engineer (MCSE) or Microsoft 365 Certified Enterprise Administrator Expert or equivalent

• CompTIA Security + or CISSP
• Strong facilitation, communication and presentation skills and a clear ability to build strong relationships with business stakeholders at all levels, including executive managers and vendors.
• Proven problem-solving and project management capabilities.
• Demonstrated ability to collaborate effectively with a team, delivering high performance and customer satisfaction.

• Ability to effectively manage teams and projects in a fast-paced environment.

• Ability to manage multiple projects and directives.
• Flexibility and ability to provide support beyond normal working hours.
• Excellent interpersonal, written, and oral communication skills and the ability to communicate effectively with both highly technical and non-technical audiences.
• Experience with storage SAN/NAS and virtualization (Nutanix, VMware ESX, KVM).
• Experience with SaaS/IaaS/PaaS, identity/access management, SAML, SSO, authentication protocols.
• Experience with Microsoft Cloud services such as Microsoft 365 Suite, Entra ID, Microsoft Defender Suite, and Intune Endpoint Manager.

Desired Qualifications:

• Prior experience providing support in a maritime or campus environment.
• Experience with business continuity and disaster recovery frameworks.
• Experience managing local and cloud-hosted systems.
• Knowledge of firewalls, anti-virus, intrusion detection/intrusion prevention systems, vulnerability scanning, virtual private networks, remote access systems, network zoning, centralized monitoring, virtual and physical server and workstation configuration, patching, mobile device management, and application scanning.
• Experience with platforms such as Microsoft Windows Server, SQL Server, Linux, and network protocols such as, TCP/UDP, SNMP, SMTP, HTTPS, TLS/SSL, VOIP, Unified Communications, VLANs, Certificate Management, and Cloud Security configurations and challenges.
• Experience with desktop platforms such as Microsoft Windows, Mac OS, iOS, and Android.
• Knowledge of physical security systems such as IP cameras, network video recorders, access control systems, and C2 systems.
• Knowledge and experience with ITIL a plus.

Licenses / Certification Required:

• Possess a valid Florida Driver's License
• Ability to obtain a Transportation Worker Identification Credential (TWIC)

Physical Requirement:

• Tasks involve the ability to exert light physical effort in sedentary to light work.
• May involve some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (20-50 pounds).

Environmental Requirements

• Degree of flexibility and are likely to require evening/weekend work and participation in an on-call rotation.
• Office Environment - with the ability to travel to and from other offices/buildings.