The IT Infrastructure Operations Manager works collaboratively with internal staff and external partners to ensure the smooth operation of the IT infrastructure (workstations, network services, audio-visual systems,  and telecommunications); provides hands-on support to the IT support team as needed; promotes a culture of customer service and satisfaction among the team; ensures timely response and resolution to IT Help Desk tickets; analyzes and troubleshoots issues to identify systemic problems and training gaps; seeks creative ways to reduce infrastructure issues and empower staff through tools, procedures, and training; maintains and implements IT operational policies re