The Opportunity The Manager of IT Infrastructure is responsible for overseeing the administration, reliability, security, and continuous improvement of the organization’s technology environment, including core infrastructure systems, Microsoft 365 services, endpoint and device management, and related technology platforms. This role ensures that systems are stable, secure, well-governed, and aligned with business needs while supervising help desk operations, supporting efficient onboarding and offboarding processes, managing vendor relationships, and driving a high-quality end-user support experience.

Job Duties and Responsibilities

•Support, maintain, and execute a comprehensive infrastructure strategy that aligns with the organization's goals and objectives.

•Administer and govern Microsoft 365 services, including Exchange Online, SharePoint, Teams, OneDrive, Entra ID integration, security settings, licensing, compliance features, and user access management.

•Manage endpoint and device administration, including device provisioning, configuration, security compliance, patching, inventory tracking, lifecycle management, and support for laptops, desktops, mobile devices, and related peripherals.

•Ensure the availability, security, and performance of the organization's infrastructure, and implement appropriate measures to monitor and maintain its health.

•Manage the day-to-day helpdesk operation, acting as the primary escalation point for complex technical issues, guiding the team to timely resolutions.

•Manage the user account lifecycle, including onboarding, access provisioning, updates and deactivation.

•Lead and mentor IT team, providing guidance, feedback, and performance evaluations.

•Develop and maintain relationships with technology vendors and service providers, including VoIP providers, email integrations, hardware providers, telecom carriers, cloud service vendors,



and other technology partners to ensure effective service delivery and timely issue resolution.

•Oversee hardware and software setups, inventory management, and user provisioning to ensure smooth and efficient onboarding and offboarding processes.

•Determine, evaluate, and measure departmental service level agreements (SLAs) to improve user satisfaction, track service performance, and support continuous improvement.

•Plan and execute migration projects to incorporate users, accounts, data, and services from other Microsoft 365 tenants into the organization’s environment while ensuring minimal disruption and proper access governance.

- Participate in the design, implementation, and testing of business continuity plans (BCPs) and disaster recovery plans (DRPs) to support organizational resilience and timely recovery of critical technology services.

Skills, Knowledge, and Experience Required

- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- 5+ years’ of experience in infrastructure management, with at least 3 years in a leadership role.
- 5+ years of hands-on experience administering Microsoft 365 services, including Exchange

Online, SharePoint, Teams, OneDrive, Entra ID, licensing, security, and compliance capabilities.
- 3+ years’ experience in Information Security.
- 3+ years of direct people-management experience.
- Preferred experience in Travel Technology.
- Excellent leadership, communication, and collaboration skills, with the ability to build and manage high-performance teams.
- Strong project management skills, with the ability to manage multiple projects simultaneously and deliver on time and within budget.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Bilingual (English/Spanish)
- Salary $7.500.000

NOTE: This is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

📌 Manager, IT Infrastructure Manager (Colombia)
🏢 First in Service Travel
📍 Colombia