Job Description

On Cue Hire's client, a leading national broadcast media organization, is seeking an experienced IT Infrastructure and User Support Manager to oversee technology operations and end-user support across multiple studio and corporate locations.
This individual will lead a multi-disciplinary team consisting of IT Support Technicians, Network Engineers, and Systems Engineers, ensuring optimal performance, security, and reliability across all infrastructure and user-facing systems. The role combines strategic leadership with hands-on technical expertise, supporting a fast-paced 24/7 environment where uptime and responsiveness are critical to success.
Key Responsibilities
Infrastructure & Systems Management
Oversee the design, implementation, and maintenance of all network, server, and systems infrastructure across multiple offices and data environments.
Manage system uptime, network performance, capacity planning, and data integrity across on-premises and cloud systems.
Collaborate with technical and production leadership to align IT systems with operational needs and ensure seamless integration between offices and studio networks.
Lead disaster recovery, data backup, and business continuity initiatives for mission-critical systems.
Evaluate and implement new technologies that improve performance, scalability, and security.
User Support & Service Desk Operations
Manage the IT helpdesk and end-user support teams, ensuring high-quality, timely assistance across all departments.
Oversee ticket management, incident resolution, and escalation workflows using enterprise service management tools (ServiceNow, Jira, etc.).
Define and enforce Service Level Agreements (SLAs) for all IT support services.
Identify recurring issues, implement automation or long-term fixes, and continuously improve service delivery.
Oversee the configuration, deployment, and lifecycle management of desktop and mobile devices, applications, and related peripherals.
Maintain asset inventory, license management, and access control procedures.
Leadership & Team Management
Lead, mentor, and develop a team of IT Support Technicians, Network Engineers, and Systems Engineers across multiple office locations.
Manage team schedules (including after-hours and on-call coverage) and provide escalation support as needed.
Conduct regular one-on-one and team meetings to review performance, service delivery, and project priorities.
Foster a culture of accountability, collaboration, and customer service excellence.
Build strong relationships with department heads and proactively identify and address technology challenges impacting the organization.
Process Improvement & Strategy
Develop strategies for managing, measuring, and improving IT operations, support tools, and infrastructure reliability.
Standardize processes and documentation according to ITIL best practices.
Collaborate with the CIO and executive leadership to plan budgets, allocate resources, and align IT initiatives with business goals.
Identify opportunities for automation, standardization, and cost optimization.
Stay current with emerging technologies and leverage innovation to improve user experience and system performance.
Security & Compliance
Maintain system and network security across all devices and environments.
Oversee Active Directory, MFA, patch management, and endpoint security.
Partner with cybersecurity teams to monitor vulnerabilities, ensure compliance, and manage risk mitigation strategies.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred).
Minimum of 7 years of progressive IT experience, including at least 5 years in IT leadership or management overseeing diverse technical teams.
Proven success managing IT infrastructure, network, and end-user support operations in a high-pressure, 24/7 environment.
Experience managing multi-site IT operations, including infrastructure, systems, and support functions.
Strong technical knowledge of Windows Server, Active Directory, Office 365, virtualization (VMware/Hyper-V), cloud (Azure or AWS), and enterprise networking (Cisco, Meraki, etc.).
Demonstrated success implementing ITIL-based service management frameworks and enterprise ticketing systems.
Exceptional leadership, communication, and organizational skills with the ability to manage competing priorities and tight deadlines.

Skills Required