Position Overview The Infrastructure IT Manager is a strategic, part-time leadership role responsible for bridging the gap between technical execution and business value. Operating within a hybrid infrastructure environment, the Manager will oversee integral IT operations, optimize team productivity, and implement proactive technical solutions to broader business challenges.

This position requires a balance of hands-on technical oversight and strong personnel management, ensuring strict adherence to performance metrics, system availability, and team professional development.

Position Details

- Job Title:

Infrastructure IT Manager

- Employment Type: Part-Time

- Location: Remote (Must be based in India or Mexico)

- Work Schedule: Monday – Friday, 7:00 AM – 4:00 PM PST (Strict requirement)

- Reports To:

CIO / CAO

Key Responsibilities 1. KPI Metrics & Performance Tracking

- Establish, monitor, and take full accountability for all departmental KPIs.
- Manage support teams to ensure strict compliance with established SLAs, including a mandatory 24-hour resolution window.
- Maintain and exceed a target customer satisfaction (CSAT) score of 90%.

2. Team Productivity & ROI Optimization

- Supervise internal desktop support and contact center solutions personnel to maximize operational efficiency.
- Track, analyze, and optimize team output to ensure a clear return on investment (ROI) regarding resource allocation and departmental spend.
- Monitor cloud and infrastructure costs, identifying areas for financial optimization and efficiency.

3. Personnel Development & Leadership

- Actively mentor and develop technical team members, building clear growth pathways and elevating overall team capabilities.
- Conduct performance evaluations and foster a culture of continuous learning and accountability.

4. Proactive Solutioning & Business Value Add





- Anticipate operational bottlenecks and business issues, designing and executing proactive technical solutions before they impact the organization.
- Lead Root Cause Analysis (RCA) processes to prevent infrastructure outages and minimize business disruption.
- Align IT operations with organizational goals to deliver tangible, value-add components to the broader business strategy.

5. Infrastructure Management & Reliability

- Oversee operations across hybrid environments, including cloud providers (AWS, Digital Ocean) and physical colocation data centers.
- Ensure the continuous availability of custom applications, maintaining a strict 99.5% uptime threshold.
- Support the DevOps and development teams to ensure smooth, secure, and reliable deployment and delivery cycles for custom internal applications.
- Oversee compliance, security controls, and maintenance regarding PCI-CVT certifications.

Qualifications & Skills Technical Competencies

- Operating Systems: Deep technical proficiency in Linux environments (Debian, openSUSE, Ubuntu).

- Databases & Web Servers: Strong working knowledge of MySQL, PostgreSQL, Nginx, and Apache.

- Containerization: Hands-on experience managing containers via LXC and Docker.

- Networking: Robust command of IP tables, VPNs, and Proxies.

- Frameworks: Solid understanding of ITSM and ITIL best practices.

- Contact Center Tech (Preferred): Familiarity with monitoring dialer solutions, including metrics like ASR (Answer Seizure Ratio) and Human Answer Rate.

Leadership & Soft Skills

- Proven experience managing or supervising technical teams in a remote environment.
- Strong analytical skills with a data-driven approach to tracking team and system performance.
- Exceptional communication and stakeholders-management skills, with the ability to translate technical concepts into business solutions.
- A preventive mindset focused on risk mitigation and continuous operational improvement.

📌 IT Infrastructure specialist (México)
🏢 411 LOCALS
📍 México