IT Infrastructure and User Support Manager

IT Infrastructure & User Support Manager

Full-Time |
Onsite in Midtown Manhattan
| National Broadcast Media Organization

On Cue Hire's client, a leading national broadcast media organization, is seeking an IT Infrastructure and User Support Manager
to oversee technology operations and end-user support across multiple studio and corporate locations. This individual will lead a multi-disciplinary team and ensure secure, reliable, and high-performing systems in a fast-paced
24/7 live broadcast environment
where uptime and responsiveness are essential.

Key Responsibilities

Infrastructure & Systems

• Oversee the design, maintenance, and performance of network, server, and systems infrastructure across multiple offices and studio environments.
• Manage system uptime, network performance, storage, and capacity planning across on-premises and cloud environments.
• Lead disaster recovery and business continuity planning for mission-critical systems.
• Evaluate and implement technology solutions that improve scalability, redundancy, and security.

User Support & Service Desk

• Manage the IT helpdesk and end-user support teams, ensuring timely and effective resolution of technical issues.
• Oversee ticket management, service workflows, SLAs, and escalation practices using enterprise service management tools.
• Identify recurring issues and implement long-term improvements and automation where possible.
• Oversee configuration, deployment, lifecycle management, and security compliance for desktop, mobile, and workstation devices.

Leadership & Team Management

• Lead, mentor, and develop a team of 10+ direct reports
  including IT Support Technicians, Systems Engineers, and Network Engineers.
• Manage workload distribution, on-call rotations, and escalation support for after-hours incidents.
• Conduct regular 1:1s, performance reviews, and team meetings to maintain clarity of expectations and accountability.
• Foster a culture of collaboration, problem-solving, and customer service excellence.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred).
• 7+ years of progressive IT experience
  , including
  5+ years in IT leadership
  in infrastructure and support environments.
• Must have managed teams of 10+ direct reports
  across multiple IT disciplines.
• Experience overseeing
  multi-site
  IT operations in a
  fast-paced, 24/7
  environment.
• Media industry experience highly preferred
  — or experience in another
  highly deadline-driven, 24/7 operational environment
  (broadcast, news, live events, healthcare, logistics, financial trading, etc.).
• Strong technical knowledge of
  Windows Server
  , Active Directory, Office 365, VMware virtualization, and enterprise networking (Cisco).
• Experience with disaster recovery planning, system monitoring, and IT service management frameworks (ITIL).
• Excellent communication, leadership, and prioritization skills with the ability to influence at all levels of the organization.
• Must be able to work onsite in Midtown Manhattan, Monday–Friday.