Systems & Infrastructure Support Lead (Waukesha)

General Summary

This is a leadership position responsible for ensuring the health, reliability, and performance of OwnersEdges internal systems, infrastructure, and IT support functions. While the role does not currently have direct reports, it is structured with the expectation of growing into a team leadership position as the IT function expands. The person in this role is accountable for the full operation of internal technology systems. This includes managing core infrastructure, supporting cloud and on-premise services, serving as a technical escalation point, and coordinating with our managed service provider (MSP). The role is expected to maintain stable and secure systems, lead troubleshooting and maintenance, and contribute to improving the overall reliability and responsiveness of IT services.

Specific Duties and Responsibilities

Take full ownership of internal systems and infrastructure, including Azure, Microsoft 365, Windows servers, endpoints, backups, and device management

Monitor system performance and health using infrastructure tools; proactively address issues to avoid downtime or service interruptions

Serve as the lead escalation point for support tickets beyond Tier 1; troubleshoot and resolve more advanced or systemic technical issues

Perform patching, software updates, hardware refreshes, and other maintenance tasks across the technology environment

Maintain backup systems and recovery procedures, including testing of Veeam or similar tools to ensure readiness and restore capabilities

Manage Microsoft Intune, Active Directory, Group Policy, and endpoint settings for configuration, compliance, and user support

Ensure systems are documented clearly, including network diagrams, recovery processes, standard operating procedures, and configuration records

Coordinate with our MSP to ensure shared support responsibilities are being fulfilled and that performance meets expectations

Contribute to IT infrastructure projects, including planning and implementing system upgrades, migrations, and new service deployments

Work alongside the IT Operations & Project Manager to support change control, onboarding, ticket triage, and resolution processes

Collaborate with cybersecurity roles to apply secure configurations and respond to vulnerabilities or threats

Support new hire onboarding by preparing equipment, accounts, and initial configuration; ensure smooth handoffs and readiness

Provide internal guidance and set a high standard for support quality, documentation, and operational follow-through

Look for opportunities to improve systems, tools, and processes; recommend changes based on observed patterns or recurring issues

Administer and support networked printers and multifunction devices, including installation, configuration, print server settings, user access, and regular maintenance

Provide Tier 2 support for key third-party software platforms in use across the company (e.g., ERP systems, CRM tools, business applications), including account issues, performance troubleshooting, vendor coordination, and routine updates

Work Location

Waukesha, WI, with occasional travel to Wisconsin and Midwest offices as needed

On-Call Requirements

While not part of a regular on-call rotation, this role may require occasional after-hours availability for emergency support or scheduled maintenance work

Minimum Qualification (Education and Experience)

Bachelor or associate degree in computer science, Information Systems, or a related field, or equivalent professional experience

Five or more years of hands-on experience supporting infrastructure environments, including cloud and on-premise systems

Proficiency with Microsoft 365 administration (Exchange, Teams, SharePoint), Azure AD, Windows Server, and endpoint management

Experience managing backups and disaster recovery with Veeam or a similar platform

Ability to troubleshoot and resolve issues involving user devices, servers, printers, permissions, and system availability

Familiarity with patching tools, endpoint deployment tools, scripting (such as PowerShell), and routine maintenance operations

Experience working with or alongside an MSP or third-party support provider

Strong organizational and communication skills; able to manage time and priorities with minimal supervision

Preferred Qualifications

Microsoft Azure Administrator Associate certification or equivalent credentials

Familiarity with virtualization platforms such as VMware or Hyper-V

Experience leading small projects or contributing to larger IT initiatives

Working knowledge of basic networking, such as DNS, DHCP, VPNs, and firewall access

ITIL Foundation certification or exposure to formal service management processes

Knowledge, Skills, and Abilities

Ability to own and follow through on technical responsibilities without daily oversight

Practical understanding of systems and infrastructure across a mid-sized environment

Solid problem-solving and diagnostic skills, with attention to detail

Strong customer service orientation, with patience and professionalism in supporting end users

Comfortable writing documentation and keeping records of system setups, maintenance steps, and configuration changes

Able to manage several ongoing responsibilities and shift between support, maintenance, and project work

Willingness to adapt to change, learn new systems, and help implement improvements across the IT environment

Essential Job Functions

30% Monitor, maintain, and troubleshoot internal systems and services

25% Perform patching, backups, and other infrastructure maintenance

15% Document systems, coordinate with vendors, and improve processes

15% Support project implementation and infrastructure changes

10% Handle escalated support and communicate with end users

5% Identify areas for improvement and stay current with evolving tools