Freelance It Help Desk Jobs in Rio Rancho, NM (NOW HIRING)

The IT Infrastructure Manager is responsible for the strategic planning, implementation, and maintenance of the organization's IT infrastructure, including networks, servers, cloud services, databases, and end-user support systems. This role ensures the reliability, scalability, and security of all infrastructure components while leading a team of technical professionals. The manager also oversees database administration and help desk operations to ensure high-quality service delivery and user satisfaction.

Infrastructure Management:

• Design, deploy, and maintain enterprise-level IT infrastructure including servers, storage, networking, and cloud platforms.
• Ensure high availability, performance, and security of systems and services.
• Oversees company's Disaster Recovery efforts and IT portion of Business Continuity plan.

Database Administration:

• Oversee the installation, configuration, and maintenance of database systems (MS SQL Server, Oracle).
• Monitor database performance and implement tuning strategies.
• Ensure data integrity, backup, recovery, and disaster recovery planning.
• Collaborate with application teams to support database-related development and optimization.
• Manage database access controls and security compliance.

Help Desk Management:

• Lead and manage the IT Help Desk team to provide timely and effective technical support to end users.
• Implement IT service management (ITSM) best practices and tools.
• Monitor ticketing systems, analyze trends, and drive continuous improvement in support processes.
• Ensure high levels of customer satisfaction and user experience.

Team Leadership:

• Lead and mentor a team of system administrators, network engineers, database administrators, security professionals and help desk staff.
• Manage workload distribution, performance reviews, and professional development.

Security & Compliance:

• Implement and enforce security policies, procedures, and controls across infrastructure and databases.
• Ensure compliance with industry standards and regulations (NIST, ISO, NAIC, HIPAA).

Project Management:

• Plan and execute infrastructure, database, and support-related projects including upgrades, migrations, and new deployments.
• Collaborate with cross-functional teams to align IT initiatives with business goals.

Vendor & Budget Management:

• Manage relationships with hardware, software, and service vendors.
• Develop and manage budgets for infrastructure, database, and support operations.

Monitoring & Reporting:

• Monitor system, database, and support performance using appropriate tools.
• Generate reports and metrics for senior management.

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field (Master's preferred).

Experience:

• 7+ years of experience in IT infrastructure and database management, with at least 3 years in a leadership role.

Required Skills/Abilities:

• Strong knowledge of networking, virtualization, cloud computing (AWS, Azure), and cybersecurity.
• Experience with enterprise systems (Windows/Linux servers, Active Directory, VMware, etc.).
• Proficiency in database technologies and tools (e.g., SQL, Oracle).
• Experience managing IT support/help desk operations and ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Proven leadership and project management skills.
• Excellent communication and problem-solving abilities.

Specialized Knowledge, Licenses, etc.:

• Microsoft Azure or AWS Professional Certifications
• Cisco Certified Network Professional (CCNP)
• Oracle Certified Professional (OCP) or Microsoft SQL Server certifications
• ITIL Foundation
• Certified Information Systems Security Professional (CISSP)

Values and Mission:

Adheres to New Mexico Mutual's values and mission by demonstrating Service Excellence, Trust, Ownership, One Team and Boldness in thought and action.

Positive Attitude:

Develops and maintains positive working relationships with team members, customers, co-workers and management by demonstrating effective communication and collaborative skills.

Working Conditions:

• NEW MEXICO MUTUAL maintains general office conditions with light physical demands.
• Employees of NEW MEXICO MUTUAL adhere to all safety rules and regulations including building security.
• Employees participate in ensuring safe and efficient operating conditions that safeguard employees and facilities.
• NEW MEXICO MUTUAL maintains a drug free environment; drug testing prior to employment as well as upon a work-related accident.
• Exposure to VDT screens.
• Hybrid or on-site depending on organizational needs.
• Requires occasional travel and after-hours support.