Manager, Infrastructure Operations and Remediation

Manager, Infrastructure Operations and Remediation

Department:
Operations Services
Location:

Are you ready to shape the future of IT? Join Integris, where integrity meets innovation, and people come first.



At Integris, we don�t just offer jobs, we offer purpose. As a nationally recognized Best Places to Work and a leader in future-ready managed services, we�re redefining how businesses experience IT. Our mission is bold: to empower clients and employees alike through secure, strategic, and scalable technology solutions.



We�re looking for talent that thrives in a culture of clarity, trust, and relentless execution, individuals who believe that IT is not just support, but a strategic advantage. If you�re passionate about innovation, driven by impact, and ready to grow with a company that puts People First, you�ll find your place here.

Job Summary

The Manager, Infrastructure Operations & Remediation is responsible for leading the proactive monitoring and maintenance lifecycle, ensuring the stability, security, and resilience of infrastructure and network systems across Integris-managed client environments. This role owns the strategic oversight of infrastructure alerting, patch management, and vulnerability remediation, balancing rapid incident response with long-term risk mitigation. The Manager ensures all operations align with Integris standards, security frameworks, and client SLAs.

The IOR Manager supports Integris� mission by delivering operational excellence, developing high-performing teams, and maintaining service reliability across a 24x7 managed services environment.

Job Responsibilities

Operational Leadership

• Oversee day-to-day IOR operations, including alert response, incident management, and escalation workflows.
• Drive missing patch, driver and firmware remediation
• Ensure consistent SLA performance and service reliability across all client environments.
• Manage staffing models and schedules to support 24x7 coverage.
• Lead Daily and Weekly Standups as well as performance reviews for direct reports.

Team Leadership & Development

• Lead, coach, and develop IOR Technicians, Administrators and Engineers.
• Conduct performance management, career development, and training planning.
• Foster a culture of accountability, collaboration, and continuous improvement.

Process & Performance Management

• Track and improve operational KPIs (MTTD/MTTR, patch compliance, health check completion)
• Define and maintain IOR processes, runbooks, and operational standards.
• Analyze performance metrics and implement improvements to efficiency and service quality.
• Partner with Engineering, SOR, and Service Delivery leadership to align operations.

Stakeholder & Client Support

• Provide operational reporting and insights to leadership.
• Support client communications related to service availability and incident response.
• Articulate NOC performance metrics and compliance standards to clients and stakeholders.

Job Qualifications

Education/Certification Requirements:

• Bachelor�s degree in business or computer-related field or equivalent education/experience.
• Certification Requirements: Must have, or complete, CompTIA Network+, Microsoft AZ-900, or equivalent demonstrated experience.
• ITILv4 certification a plus

Experience Requirements:

• 5+ years of experience in SOC, NOC, or managed services roles.
• 3+ years of people leadership experience in a SOC, NOC or MSP environment.
• Proven experience managing metrics, SLAs, and client-facing security services.
• MDR/EDR/SIEM, M365 security & compliance, VM, PAM, ZTNA.
• Familiarity with automation (Python/PowerShell) and service management (e.g., ConnectWise).
• Executive-level communication and customer engagement skills.
• Experience using problem-solving and critical-thinking skills, with a focus on client satisfaction.
• Strong leadership and communication skills with the ability to manage cross-functional teams and client expectations.
• Demonstrated success improving operational efficiency, reducing downtime, and increasing client satisfaction.
• Strong written documentation and customer-facing communication skills.

At Integris, we value our team members and offer comprehensive benefits, including:

• Medical, Dental, and Vision Insurance
• 401K Retirement Plan
• Minimum 4 Weeks of Paid Time Off (PTO)
• Birthday PTO
• Paid Holidays
• Paid Time Off for Volunteering
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Supplemental Insurance
• Employee Assistance Program

Join us in transforming IT services for small and midsize businesses across regulated industries. Be part of a team that�s scaling nationally, investing in vertical expertise, and building for better.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.

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