The Senior Manager, IT Infrastructure & Helpdesk oversees the organization’s information technology environment, including infrastructure operations and end-user support services. This role is responsible for managing on-premises and cloud infrastructure, ensuring security and reliability, and leading a helpdesk team that provides high-quality support to internal users. The Senior Manager role leads a team of infrastructure engineers, system administrators, and helpdesk technicians, ensuring efficient service delivery and long-term technology planning.

Responsibilities and Essential Duties

Infrastructure Management

• Plan, design, implement, and maintain the organization’s IT infrastructure (servers, networks, storage, cloud systems, virtualization).
• Ensure high availability, scalability, and performance across all infrastructure components.
• Oversee monitoring, maintenance, upgrades, patching, and system documentation.
• Manage backup, disaster recovery, and business continuity processes.

Helpdesk & End-User Support Leadership

• Lead the helpdesk team to deliver timely, effective technical support to all users.
• Develop and enforce helpdesk procedures, SLAs, and escalation paths.
• Monitor ticket queues, response times, and user satisfaction metrics.
• Train, mentor, and develop helpdesk staff to improve technical skills and service quality.

Team Management

• Supervise and develop a team of infrastructure engineers, system administrators, and helpdesk technicians.
• Conduct performance evaluations, assign priorities, and manage workload distribution.
• Foster a collaborative, customer-focused, and improvement-oriented team culture.

Security & Compliance

• Implement and manage infrastructure security controls, patch management, and monitoring.
• Work closely with legal and cybersecurity teams to maintain compliance with standards such as ISO 27001, PCI-DSS, CMMC, or industry-specific requirements.
• Ensure hardware and software assets are tracked and compliant with licensing policies.

Project & Vendor Management

• Lead infrastructure and IT service improvement projects from planning through execution.
• Manage relationships with external vendors, service providers, and consultants.
• Evaluate and recommend technologies that improve efficiency, reliability, or user experience.

Budget & Resource Management

• Develop and manage budgets for infrastructure, hardware, software, and support operations.
• Optimize costs through lifecycle management, vendor negotiation, and cloud governance.

Other Duties – as assigned.

Minimum Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field and/or equivalent work experience.
• 10+ years of experience in IT infrastructure management or systems/network administration.
• Experience managing a helpdesk or technical support team.
• Proven experience leading direct reports and managing cross-functional IT operations.

Knowledge, Skills, Abilities (KSAs)

• Strong knowledge of networking, servers, virtualization (Hyper-V), cloud platforms (Azure), and storage systems.
• Experience with IT service management (ITSM) tools and frameworks (Jira, ITIL).
• Familiarity with identity management, M365/Google Workspace administration, security tools, and automation.
• Understanding of backup, disaster recovery, and monitoring tools.
• Excellent leadership, coaching, and team-building ability.
• Strong communication, stakeholder management, and customer-service orientation.
• Effective project management and problem-solving skills.
• Ability to balance strategic planning with day-to-day operational oversight.

As a federal government contractor and a recipient of federal funding, Mythics and Emergent is required to abide by the Drug-Free Workplace Act, which requires Mythics and Emergent to provide a drug-free workplace, among other obligations.  As part of this effort, Mythics and Emergent requires pre-employment drug tests for all candidates for employment.  Please note that marijuana (including medical marijuana) is designated as a controlled substance under federal law and will be screened for in the drug test.

Why work at Mythics?

Because at Mythics, YOU count! At Mythics, our Corporate Values are at the foundation of everything we do. Our values, Respect – Empathy – Excellence – Fun (REEF), have created an environment that fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers.  At Mythics, you will experience a truly enjoyable corporate culture. But don’t just take our word for it! 

Enjoy Tailored Benefits to Suit Your Needs with our Flexible Options. Our benefit options include:  

• Comprehensive Health, Dental, and Vision plans 
• Premier 401k retirement plan with corporate matching and a 529 college saving plan
• Tax-advantaged Health Savings Account and Dependent Care Flexible Spending Account options
• Legal Resources

 Unlock Exclusive Benefits for Full-Time Employees: 

• Generous work/life balance opportunities supported by a PTO bank, paid holidays, leave programs and additional flex time off
• Employee referral program
• Employee recognition, gift and reward program 
• Tuition reimbursement for continuing education
• Remote or hybrid work options
• Engaging company events such as team building activities, annual awards and kick-off parties
• Health and wellness-focused activities
• Relaxation Spaces
• In-office gourmet coffee, tea, fresh fruit and healthy snacks
• Corporate GREEN approach – tracking energy consumption for reduction and purchasing only environmentally friendly products for our offices

Founded in 2000, Mythics is an award-winning Oracle systems integrator, consulting firm, managed services provider and elite Oracle platinum resale partner. Our business model is all about deep knowledge of Oracle technologies and business processes. We offer procurement and Oracle systems integration expertise across the full range of Oracle cloud, software, support, hardware, engineered systems, and appliances.  It’s a focus that gives us the critical business experience and the Oracle technology advantage you need to succeed.

Mythics, LLC is an equal opportunity employer. In accordance with applicable federal, state, and/or local law, all qualified applicants will receive consideration regardless of race, color, religion, national origin, sex, disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or other factors protected by law. We offer equal opportunity in compensation, advancement opportunities, and all other terms and conditions of employment. As a federal government contractor, Mythics has developed and maintains a written Affirmative Action Program relating to individuals with disabilities and protected veterans, which sets forth the policies, practices and procedures to which the Company is committed in order to ensure that its policy of nondiscrimination and affirmative action for qualified individuals with disabilities and protected veterans is followed. For those unable to complete an online application, alternative methods are available by contacting accommodationrequests@mythics.com. For more information about Federal laws prohibiting job discrimination, please read Know Your Rights.