Infrastructure & Operations Manager

Tech Experience Manager

Global Technology

Reports to: Sr. Director of IT and Client Solutions

About the Role

The Tech Experience Manager leads Booth's Tech Experience team, ensuring the seamless day-to-day operation of end-user technology support and the delivery of exceptional IT services. This leadership position owns IT support delivery and asset lifecycle management. This role partners with the Sr. Director of IT and Client Solutions on client-driven technical requirements and with the Director, Information Security and Infrastructure on infrastructure and security/compliance matters that touch the end-user experience, keeping execution aligned across teams.

What This Role Does

Team Leadership and Continuous Improvement

• Lead, mentor, and develop the Tech Experience team, 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 Director, Information Security and Infrastructure on infrastructure and security/compliance matters that touch the end-user experience.

Resource Management

• Perform staff capacity management for the Tech Experience team 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, Information Security and Infrastructure — 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, any infrastructure-level issue beyond service-desk scope, or any other event that could be compliance-reportable.

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 execute secure wiping of retired end-user assets prior to disposal or repurposing, per secure-erasure standards set by the Security and GRC vertical; partner with Infrastructure Engineers (now under the Director, Information Security and Infrastructure) on any server- or network-equipment disposal.

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 or a similar role.

• Background in end-user IT support/service desk management, ideally within a multi-site or BPO/shared-services environment.

• Proven people leadership — direct experience managing a technical support or service desk team.

• Strong grasp of IT asset lifecycle practices, and working knowledge of network/endpoint fundamentals sufficient to triage and escalate infrastructure-level issues appropriately.

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

• Experience partnering with infrastructure, security/compliance, and client-facing functions to keep execution aligned across teams, without owning those functions directly.

• 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.

• General familiarity with enterprise platforms such as Google Workspace and Zoho; hands-on ownership of network/security platforms (Fortinet, pfSense, etc.) is not required for this role.

• 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).