Technology Infrastructure & Support Manager

Navy Mutual is seeking a highly skilled and motivated Technology Infrastructure and Support Manager to lead our IT operations and support team. This role is responsible for delivering and maintaining IT services aligned with ITIL best practices, within a Microsoft and Atlassian technology environment.

You will oversee infrastructure and support operations, leveraging Microsoft technologies (Azure, Microsoft 365, Windows Server) and Atlassian tools (Jira, Confluence) to support incident management, problem management, change management, and service desk functions.

Key Responsibilities

Team Leadership and Management

• Supervise, mentor, and develop a team of IT professionals.
• Assign ITIL-based roles and responsibilities aligned with organizational needs.
• Conduct performance evaluations and foster a culture of collaboration and continuous improvement.

ITIL Process Oversight

• Implement and manage ITIL processes including Incident, Problem, Change, Configuration, and Service Desk.
• Act as Process Owner or Manager for key ITIL functions.
• Monitor KPIs and SLAs using Jira dashboards and Microsoft Power BI.

Infrastructure and Support Management

• Ensure reliability and performance of IT infrastructure (Azure, Microsoft 365, Windows Server, Active Directory).
• Coordinate secure infrastructure maintenance aligned with ITIL and Microsoft best practices.
• Manage major incident resolution and root cause analysis using Azure Monitor and Endpoint Manager.

Change and Release Management

• Oversee change management using Jira, ensuring minimal disruption.
• Document changes in Confluence.

Service Desk Leadership

• Manage service desk operations using Jira Service Management.
• Improve first-call resolution rates and user satisfaction for enterprise applications.

Budget Management

• Develop and monitor budgets for infrastructure and support operations.
• Optimize resource allocation and provide budget reports using Excel or Power BI.

Collaboration with Security Architect

• Partner with the Security Architect to ensure compliance with security policies.
• Implement security controls across Microsoft environments.
• Support risk assessments, vulnerability management, and incident response.

Continuous Improvement

• Identify opportunities for automation and optimization using Power Automate, Azure Automation, and Atlassian integrations.
• Lead adoption of new Microsoft and Atlassian features aligned with ITIL guidelines.

Stakeholder Collaboration

• Align IT services with business needs through cross-functional collaboration.
• Communicate performance, budgets, and improvement plans via Jira, Power BI, and formal presentations.

Qualifications

• Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT service management, including 2+ years in a supervisory or managerial role.
• ITIL Foundation certification required; Intermediate or Expert preferred.
• Microsoft certifications (e.g., Azure Administrator, Microsoft 365 Enterprise Administrator) are a plus.
• Atlassian certifications (e.g., Jira Administrator, Confluence Administrator) are desirable.
• Proven experience managing ITIL processes in Microsoft-centric and Atlassian environments.
• Experience with budget management for IT operations.
• Familiarity with security collaboration and implementation.
• Strong leadership and team management skills.
• Proficiency in Microsoft (Azure, M365, Power BI, Power Automate, DevOps, Excel) and Atlassian tools (Jira, Confluence).
• Analytical mindset with a focus on problem-solving and process improvement.
• Effective communication and stakeholder engagement skills.

Why Join Us?

• Lead a high-impact team in a dynamic technology environment.
• Work with cutting-edge tools and platforms.
• Influence strategic decisions and drive innovation.
• Collaborate with talented professionals across the organization.