IT Infrastructure Manager - EMBREY Headquarters
EMBREY
Other Engineering, IT
San Antonio, TX, USA
Experience The EMBREY Way by joining our dynamic IT team as an IT Infrastructure Manager.
The IT Infrastructure Manager is a hybrid role combining technical expertise and operational leadership to deliver secure, reliable technology services across the organization. This role oversees infrastructure, MSPs, service desk operations, and support for 60+ locations, while partnering with the business to drive performance, accountability, and a strong end-user experience.
Responsibilities
- Own the performance, availability, and security of all infrastructure services, including cloud, network, endpoints, and collaboration platforms
- Oversee service desk operations (internal or outsourced), ensuring high-quality, responsive support
- Define and track service performance metrics (e.g., SLA attainment, first-call resolution, user satisfaction)
- Champion a premium support culture focused on responsiveness, communication, and user empathy
- Implement and mature ITIL-aligned processes (incident, problem, change, asset, and request management)
- Drive standardization of policies, procedures, and documentation across IT operations, ensuring alignment between IT and the business
- Serve as primary owner of MSP relationship, holding vendor accountable to SLAs, KPIs, and contractual obligations
- Ensure MSP delivers proactive, business-aligned support, not just reactive ticket resolution
- Proven experience managing various technical or operational projects
- Ability to manage competing priorities in a fast-paced environment
- Act as a trusted advisor to business leaders, aligning infrastructure services to business priorities
- Translate technical capabilities into business value, enabling productivity and growth
- Proactively identify opportunities to enhance user experience and operational efficiency
- Establish a culture of accountability, service excellence, and continuous improvement
- Analyze trends, root causes, and service gaps to drive systemic improvements
- Introduce modern practices (automation, self-service, AI-assisted support) to elevate service delivery
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience
- Six (6) to ten (10)+ years of progressive experience in IT infrastructure and operations, with at least three (3) years in a technical role such as Systems Administration or Systems Engineering
- Proven experience managing third-party managed service providers (MSPs) and vendor relationships
- Strong understanding of IT service management (ITSM) frameworks, with ITIL experience preferred, and knowledge of service delivery best practices
- Experience with Microsoft technologies, including the Microsoft ecosystem and SharePoint
- Familiarity with cloud platforms such as Azure and AWS
- Working knowledge of networking, endpoint management, and collaboration tools
Required Testing
- Criminal and Civil Background Check, Non-DOT Testing, and Motor Vehicle Record (MVR)
Position Type
- Salary
- Full-time
- Fully in office
- Competitive pay & benefits (including healthcare & 401k)
Position Location
- Headquarters in San Antonio, TX; Reporting: direct to Senior Vice President of Business Innovation
Choose EMBREY:
Join an industry-leading team where we believe our people are our most important investment. That’s why we’re committed to fostering a strong, value-driven culture through a long-term strategic focus on our team. We were recently recognized as one of the Best Places to Work by the San Antonio Business Journal, a reflection of the environment we’ve built together. By joining our team, you'll become part of an empowering workplace that values dedication, encourages growth and celebrates teamwork.
Enjoy the perks of a salaried position with competitive pay and a bonus. We have an extensive benefits package, including healthcare (medical, vision, dental), wellness activities, short and long-term disability, life and AD&D, parental leave, PTO (Paid Time Off), and a 401(k) match.
Who We Are:
San Antonio-based EMBREY is a vertically integrated real estate investment company that develops, builds, acquires, owns, and manages multifamily communities and commercial assets in select markets throughout the United States. With over 50 years in business, more than 6,000 units under construction, and nearly 14,400 units under management, EMBREY does more than build places to work and live. We design the experience, and together as ONE EMBREY, we deliver exceptional results. www.embrey.com
Our Values:
Do the Right Thing - Details Matter - Rise to the Challenge - Own it
EMBREY is an equal-opportunity employer and value diversity and inclusion in our workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability or any other protected status. Our commitment is to provide a fair and inclusive hiring process. All employment is decided on the basis of qualifications, merit and business needs.