Infrastructure & Operations Manager

Infrastructure and Operations Manager

Global Technology Excellence (GTE) | Booth

Reports to: Sr. Director of IT and Client Solutions

About the Role

The Infrastructure and Operations Manager leads Booth's Tech Experience, Infrastructure, and IT Operations teams, ensuring the seamless day-to-day operation of Booth's technology systems and the delivery of exceptional IT services. This leadership position owns IT support delivery, infrastructure reliability, network stability, and asset lifecycle management.

This role partners with the Sr. Director of IT and Client Solutions on client-driven technical requirements and with the Security and GRC vertical (led by the Director of Information Security and GRC) on security and compliance operations, keeping execution aligned across teams. This role's proactive approach, innovative thinking, and focus on scalability drive continuous improvement and strengthen Booth's IT governance.

What This Role Does

Team Leadership and Continuous Improvement

• Lead, mentor, and develop the Tech Experience team and Infrastructure Engineers, fostering their growth and scalability.

• Validate the quality and effectiveness of work performed by the team to ensure service excellence and adherence to standards.

• Foster a continuous learning and development culture within the team.

• Monitor and measure key performance indicators (KPIs) to ensure service excellence, efficiency, and scalability.

• Identify opportunities for process improvements and apply Lean principles to enhance efficiency and effectiveness.

• Collaborate with cross-functional teams to recommend upgrades and new systems with scalability in consideration.

• Stay current with industry trends and emerging technologies to drive innovation.

• Drive the proactive support required in all facets of this role.

• Ensure that solutions provided are scalable.

• Work closely with the Sr. Director of IT and Client Solutions on stakeholder and client communications, and with the Security and GRC vertical on security and compliance operations, ensuring aligned execution across teams.

Resource Management

• Perform staff capacity management based on project pipeline and timelines.

• Monitor service resources and provide recommendations to prevent inadequacy.

IT Service Desk Management

• Oversee the Tech Experience Associates and Tech Experience Lead in providing support for basic workspace accounts, applications, remote assistance, security monitoring, and connectivity issues.

• Maintain ticket records, and chat support, and ensure efficient incident resolution and request fulfillment for routine IT incidents (e.g., password resets, single-device connectivity or hardware issues, standard software support).

• Manage on-site support, device configuration, hardware issue resolution, and inventory

management.

• Escalate immediately to the Director of Information Security and GRC — before attempting independent remediation — any incident involving suspected unauthorized access, malware/ransomware spreading beyond a single endpoint, data exfiltration or loss of client or sensitive company data, or any other event that could be compliance-reportable.

Infrastructure Management

• Manage Infrastructure Engineers in providing support for existing systems, device deployment, monitoring, and maintenance, ensuring solutions are scalable to accommodate future needs.

• Assist in managing and upgrading infrastructure systems, including network, server services, telephony, and monitoring tools.

• Act as a liaison between Tech Experience and Infrastructure teams, ensuring efficient issue resolution.

Network Management

• Manage Infrastructure Engineers in coordinating network connectivity, performance, design, and stability, with scalability in mind, proactively identifying and resolving risks before they impact operations.

• Infrastructure Engineers configure firewall and network security devices/applications and ensure required standards are in place across endpoints, per standards set by the Security and GRC vertical, which is accountable for verifying enforcement.

• Manage ISP vendor relationships and account administration to support network reliability and uptime.

• Assist in the design and implementation of new networks and infrastructure improvements.

• Partner with the Sr. Director of IT and Client Solutions on any client-driven infrastructure requirements requiring technical scoping, design, or fulfillment.

Inventory Management and Asset Lifecycle

• Own end-to-end IT asset lifecycle management, from procurement and provisioning through redeployment and decommissioning.

• Maintain accurate, audit-ready inventory records for hardware, software licenses, and peripherals across the organization.

• Establish and enforce asset tagging, tracking, and reconciliation processes to minimize loss and shrinkage.

• Partner with Procurement and Finance on asset budgeting, depreciation tracking, and replacement planning.

• Define and monitor refresh cycles for endpoints and infrastructure equipment to balance cost and performance.

• Have the Tech Experience team and Infrastructure Engineers execute secure wiping of retired assets

prior to disposal or repurposing, per secure-erasure standards set by the Security and GRC vertical,

which verifies that identified devices have been wiped before disposal proceeds.

Secondary Tasks

• Creation of Monthly and Quarterly IT department and IT Services reports.

• Assist Incident Managers in handling and communicating incidents.

• Perform service and process compliance audits.

• Conduct and participate in IT weekly management meetings.

• High involvement in asset management, problem management, and process documentation.

Requirements

What We're Looking For

Must-Haves

• At least 4 years of experience in IT service management, infrastructure operations, or a similar role.

• Background in IT operations/infrastructure management, ideally within a multi-site or BPO/shared- services environment.

• Proven people leadership — direct experience managing Infrastructure Engineers and/or a technical support team.

• Strong grasp of network fundamentals, endpoint/device management, and IT asset lifecycle practices.

• Comfortable operating both strategically (KPIs, process improvement, capacity planning) and hands-on (device configuration, on-site support escalations).

• Experience partnering with security/compliance and client-facing functions to keep execution aligned across teams.

• Sound decision-making and organizational skills.

• BS degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or a related field.

Good-to-Haves

• ITIL or similar service management framework certification.

• Familiarity with Lean principles and/or formal Project/Service Management methodologies.

• Experience with enterprise platforms such as Google Workspace, Zoho, zScaler, Fortinet/FortiGate,

pfSense, Trend Micro, NinjaOne, Google Security Operations, PRTG, and Cisco devices.

• Holder of a Cisco, AWS, Microsoft, Google, or similar technical certification.

• Participation in a completed Lean Six Sigma project.

• Project Management certification (e.g., PMP, CAPM).