Infrastructure and Operations Manager

Primary Purpose of the Position

The Infrastructure and Operations Manager makes sure Graded's technology works, every day, for every student, teacher, and staff member. You will lead the Help Desk, Infrastructure, and Audiovisual teams and manage the vendors who support our network, devices, and event technology.

This is an active operational management role. Because the team is early in their career development, the manager must possess strong technical and operational knowledge alongside a willingness to engage directly in day-to-day execution. Tasks should be delegated only when clear, standard operating procedures exist, with the manager maintaining ultimate accountability for service delivery.

Principle Duties and Responsibilities

The duties of the position include but are not limited to:

OPERATIONAL

• Manage day-to-day operations across Help Desk, Infrastructure, and Audiovisual, working hands-on alongside the team when needed.
• Set and meet clear service levels for the Help Desk.
• Lead the response to outages, keep users informed, and fix root causes so problems don't repeat, especially with Wi-Fi and classroom technology.
• Make sure backups are tested and the school has a clear plan for recovering from a serious incident.
• Prepare technology well in advance for critical academic windows and major events (MAP, WIDA, graduation, performances).
• Follow up on cybersecurity findings until each one is resolved.

INVENTORY & DEVICE MANAGEMENT

• Own a complete, accurate inventory of all school technology: who has each item, where it is, and what condition it is in.
• Run device lending with clear rules and accountability for lost or damaged equipment.
• Assign and track school-owned devices, including the Grade 6 1:1 MacBook program, from setup through return.
• Know what devices faculty and staff use, including personal devices under BYOD, and set clear standards for what can connect and what is supported.
• Keep inventory reconciled with Business Office, HR, and Admissions records, and plan repair and replacement cycles.

VENDOR & CONTRACT MANAGEMENT

• Manage key technology providers against agreed service levels, with regular performance reviews.
• Track contracts and renewals so no critical service lapses, and keep the Director of ICT included in key vendor decisions.
• Lead, with our network provider, a phased plan to improve network and Wi-Fi reliability.

BUDGET & PLANNING

• Build, present, and track the annual Infrastructure and Operations budget.
• Maintain a multi-year replacement plan for devices, network equipment, servers, and AV.

PEOPLE MANAGEMENT

• Lead a team of six, coaching and working alongside them to build their skills.
• Set clear expectations and ownership, give ongoing feedback, and plan for future staffing needs.
• Delegate only when there is a written process to delegate with. Until then, do the work, document it, and train the team.
• Make sure every critical task has a written procedure and a trained backup.

PROJECT & CHANGE MANAGEMENT

• Maintain a prioritized list of infrastructure projects, agreed with the Director of ICT.
• Plan changes with clear communication to users and a way to roll back, coordinating with other departments as needed.

DOCUMENTATION & ORGANIZATION

• Keep documentation for systems, procedures, inventory, and vendors accurate, complete, current, and well organized in alignment with Graded's project management workflows and protocols.
• Write documentation from first-hand knowledge. AI tools may help with drafting, but every document must be reviewed and owned by its author.

OUTREACH & COMMUNICATIONS

• Give the Director of ICT regular updates on performance, risks, budget, and decisions needed.
• Explain technical topics in plain language to teachers, staff, and families, in Portuguese and English.
• Perform other related duties as required.

Certifications and Education

• Bachelor's degree in Technology, Computer Science, Engineering, Information Systems, or a related field. Equivalent professional experience will be considered - desired
• ITIL Foundation or project management training (PMI, SCRUM, KANBAN) - desired
• Certifications in networking, security, Google Workspace, Microsoft, or cloud platforms - desired

Experience

• Minimum of 5 (five) years in IT Infrastructure and Operations, including 3 (three) years managing a team
• Hands-on experience with networks, servers, devices, and Help Desk support
• Experience managing vendors, contracts, and a technology budget
• Experience running a device inventory and lending program
• A track record of clear, accurate documentation

Desired / Desejáveis

• 3+ years of experience in the Educational Sector
• Experience with audiovisual and live-event technology
• Experience with BYOD programs and mixed environments (Windows, Mac, Chromebook, iPad)

Knowledge, Skills and Abilities

• Working knowledge of networks and Wi-Fi, servers and backup, cybersecurity, Google Workspace and Microsoft, and device management
• Ability to use ticket and monitoring data to spot problems and trends
• Fluency in Portuguese & English
• Ability to explain complex technical topics to a layperson
• Familiarity with our tools (Extreme Networks, Palo Alto, Veeam, Mosyle) or similar - Desired
• Basic scripting for reporting and automation- Desired

Show more Show less