Senior IT Manager / Infrastructure Supervisor

Role: Senior IT Manager / Infrastructure SupervisorLocation: Shoreview, MN Duration: 6+ Months Primary Skills : Infrastructure, ITIL This is day 1 onsite in Shoreview, MN Role OverviewWe are seeking a seasoned Senior IT Manager / Infrastructure Supervisor to oversee and optimize our IT infrastructure and Cyber Security resilience to achieve and modernize our established enterprise environment. This role is focused on the optimization and stabilization of a mature infrastructure stack. You will be responsible for extracting maximum value from our legacy systems while strategically integrating cloud efficiencies where they make the most sense. The ideal candidate excels at "tuning the engine"—improving performance, reducing technical debt, and ensuring our foundational systems are rock-solid. Key ResponsibilitiesOperational Oversight & Service DeliveryOversee daily IT operations across Helpdesk, End User Computing, and local infrastructure support.Ensure adherence to SLAs/OLAs for incident, request, change, and problem management.Monitor ticket queues, prioritize escalations, and ensure timely resolution of P1/P2 issues.Maintain operational discipline around documentation, runbooks, and asset tracking.MSP/MSSP Coordination & GovernanceAct as the primary onsite liaison between Clients and the external MSP/MSSP teams.Coordinate handoffs, escalations, and shared responsibilities across infrastructure, cloud, network, and security operations.Participate in governance meetings, service reviews, and KPI reporting cycles.Ensure transparency and accountability in MSP/MSSP performance.End User Experience & SupportProvide hands on support for Minneapolis based users, including executives and critical business functions.Drive a consistent, high quality end user experience across devices, applications, and collaboration tools.Support onboarding/offboarding processes in partnership with internal teams.Infrastructure & Security AlignmentSupport local infrastructure components (servers, network, wireless, backup devices) in coordination with global teams.Ensure alignment with security policies, identity processes, and compliance requirements (GDPR, internal audits).Assist with endpoint security health, patching coordination, and vulnerability remediation activities.Continuous Improvement & Modernization SupportIdentify operational gaps and propose improvements in processes, tools, and workflows.Support modernization initiatives such as cloud migration, network simplification, and tool rationalization.Contribute to project planning, execution, and local implementation activities.Communication & Stakeholder ManagementServe as the local point of contact for business stakeholders, ensuring clear communication and expectation management.Provide regular updates to IT leadership on operational health, risks, and improvement opportunities.Foster collaboration across US, UK, EU, and APAC teams. Qualifications12+ years of experience in IT service delivery, infrastructure operations, or service management roles.Strong understanding of ITIL processes (Incident, Problem, Change, Request).Deep experience with Windows/Linux Server environments and legacy database management and clous systems vendor selection and cost optimization in a Hybrid env.Strong background in traditional switching/routing and vendor selection and monitoring.Demonstrated ability to reduce OpEx through system tuning and vendor negotiation.Experience with CS frameworks (NIST CSF, ISO 27001 etc) and CY as a service model to help select a right offerings and ongoing service monitoring.Act as an internal technical lead for incident response, owns technical Business continuity/ Disaster Recovery plans for client’s IT.Experience working with or managing MSP/MSSP partners.Hands on familiarity with Microsoft 365, Windows endpoints, basic networking, and ITSM tools.Excellent communication, prioritization, and stakeholder management skills.