IT Infrastructure & Service Desk Manager

The IT Infrastructure & Operations Manager is responsible for the planning, implementation, security, availability, and continuous improvement of SHG's technology infrastructure across corporate offices, retail stores, restaurants, commissaries, warehouses, and future business locations.The role oversees infrastructure operations, network services, cloud platforms, cybersecurity, vendor management, IT asset governance, and store technology deployment. The position ensures reliable, secure, and scalable infrastructure services that support business growth and operational excellence.Key Responsibilities1. Infrastructure Operations ManagementLead day-to-day operations of IT infrastructure across all SHG locations.Manage infrastructure-related incidents, service requests, and escalations.Ensure high availability of networks, servers, internet services, and business-critical systems.Establish and monitor infrastructure service level agreements (SLAs).Drive continuous improvement initiatives to enhance service reliability and operational efficiency.2. Store & Office Infrastructure SupportOversee infrastructure support for corporate offices, stores, restaurants, commissaries, and other business locations.Manage infrastructure support tickets and coordinate timely issue resolution.Ensure infrastructure standards are consistently implemented across all sites.Conduct periodic infrastructure audits and health checks.3. New Store Opening & Renovation Technology PlanningLead IT infrastructure planning and deployment for new store openings, relocations, and renovations.Define technology requirements including:Network infrastructureInternet connectivityStructured cablingWi-Fi systemsPOS infrastructureSecurity systemsStore technology hardwareCoordinate with Construction, Operations, Facilities, and external contractors.Ensure all IT infrastructure is operational before store opening.4. IT Asset & Inventory ManagementEstablish and maintain centralized inventory of:Laptops and desktopsPOS devicesNetwork equipmentPrinters and peripheralsServers and cloud resourcesManage asset lifecycle from procurement to retirement.Conduct periodic inventory audits and reconciliation.Monitor hardware warranties and replacement schedules.5. Network & Security ManagementManage enterprise network infrastructure including:LAN/WANWi-FiVPNFirewallsNetwork monitoring systemsDevelop and implement cybersecurity policies and controls.Monitor security vulnerabilities and coordinate remediation efforts.Manage endpoint security, antivirus, access controls, and network protection measures.Ensure compliance with company security standards and applicable regulations.6. Cloud Infrastructure Management (AWS)Manage AWS cloud infrastructure and related services.Monitor cloud performance, utilization, availability, and security.Implement cloud governance, backup, disaster recovery, and cost optimization initiatives.Coordinate cloud infrastructure deployments and upgrades.Ensure business continuity and disaster recovery readiness.7. Vendor & Service Provider ManagementManage relationships with:Internet Service ProvidersCloud ProvidersInfrastructure VendorsSecurity VendorsTechnology Service ProvidersMonitor vendor performance against service agreements.Lead contract reviews, renewals, and negotiations.Ensure vendors meet operational and security requirements.8. Infrastructure Risk ManagementIdentify infrastructure and cybersecurity risks.Develop mitigation strategies and contingency plans.Maintain risk registers and infrastructure health assessments.Lead disaster recovery and business continuity planning activities.Conduct periodic risk reviews and vulnerability assessments.9. Infrastructure Reporting & GovernancePrepare and present infrastructure performance reports to management.Report on:Infrastructure availabilityTicket performanceSecurity incidentsCloud utilizationVendor performanceAsset inventory statusInfrastructure risksDevelop dashboards and KPIs for infrastructure operations.Support budgeting and strategic planning activities.Key DeliverablesReliable and secure infrastructure services across all SHG locations.Successful IT readiness for all store openings and renovations.Accurate infrastructure inventory and asset management.Secure and optimized network and cloud environments.Effective vendor management and contract governance.Comprehensive infrastructure reporting and risk management.QualificationsEducationBachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or related field.Experience7+ years of IT Infrastructure experience.3+ years in a leadership or managerial role.Experience supporting multi-site retail, restaurant, hospitality, or distributed operations.Experience with AWS cloud environments.Experience managing network and cybersecurity operations.Preferred CertificationsAWS Certified Solutions ArchitectAWS SysOps AdministratorCisco CCNA / CCNPITIL FoundationCompTIA Security+Certified Information Security certificationsTechnical SkillsInfrastructureEnterprise NetworkingFirewall AdministrationWi-Fi InfrastructureStructured Cabling StandardsServer AdministrationCloudAWS EC2AWS RDSAWS VPCAWS BackupAWS Security ServicesSecurityEndpoint SecurityVulnerability ManagementAccess ControlDisaster RecoverySecurity MonitoringManagementVendor ManagementBudget PlanningProject ManagementIT GovernanceRisk Management