IT Infrastructure & Operations Manager

OVERVIEW

Lead the day-to-day operation, reliability, and continuous improvement of Santikos’ enterprise technology environment while providing direct leadership to the IT support team. Oversee infrastructure, networking, cloud operations, service delivery, technical vendor relationships, and operational technology projects across corporate offices and theater locations. Serve as the primary technical owner for Santikos’ digital platforms, including coordination of website, mobile application, kiosk, and related vendor activities. This is an on-site role located at the Santikos Corporate office.

ROLES & RESPONSIBILITIES

• Lead the day-to-day operations of Santikos’ IT infrastructure, networking, cloud, and end-user support functions to ensure reliable and responsive technology services across corporate and theater locations
• Directly manage, coach, and develop the IT support team, including workload prioritization, escalation management, performance expectations, cross-training, and professional development
• Provide leadership-level technical oversight and hands-on accountability while keeping the role focused on team leadership, operational ownership, complex escalations, and continuous improvement rather than functioning as the primary end-user support resource
• Oversee enterprise infrastructure and network operations, including Meraki networking, firewalls, wireless networks, connectivity, VPN technologies, DNS, certificates, and related services
• Provide operational leadership for Microsoft Azure and Microsoft 365 environments in partnership with internal administrators and external technical resources
• Monitor infrastructure health, availability, capacity, and performance; identify recurring issues and drive corrective actions that improve reliability and reduce support demand
• Serve as the senior operational escalation point for complex, infrastructure, network, cloud, endpoint, and theater technology issues
• Lead major incidents and service disruptions, coordinating internal staff and external vendors through restoration, root-cause review, follow-up actions, and communication to leadership
• Manage backup, recovery, disaster recovery, and business continuity processes for assigned infrastructure and systems; periodically validate documentation and recovery readiness
• Plan and coordinate infrastructure upgrades, technology refreshes, deployments, migrations, and other IT projects while balancing operational priorities and business impact
• Develop and maintain technology standards, operating procedures, support processes, inventories, diagrams, system documentation, and knowledge-transfer materials
• Manage assigned technology vendors and service providers, including performance, escalations, project delivery, contract obligations, service levels, and technical accountability
• Serve as IT’s primary technical relationship owner for The Tuna Group and other digital-platform vendors supporting the Santikos website, mobile application, kiosks, and related guest-facing technologies
• Coordinate website, mobile application, and kiosk technical health, deployments, integrations, releases, DNS/SSL requirements, credentials, outages, and vendor escalations while partnering with Marketing on guest-facing content and priorities
• Partner closely with the Cloud/POS team on Vista/POS, Azure, Microsoft 365, and related operational dependencies while maintaining clear ownership and escalation paths
• Partner with the Cybersecurity Analyst and CIO to implement security improvements, remediate vulnerabilities, support incident response, maintain appropriate access controls, and ensure operational practices align with security and compliance requirements
• Support PCI and other technology compliance activities by ensuring infrastructure changes, evidence, documentation, and remediation actions are completed within assigned areas
• Identify opportunities to simplify operations, automate repetitive work, reduce technical debt, improve service levels, and optimize technology spending
• Evaluate emerging technologies and make practical recommendations that improve reliability, scalability, supportability, and business value
• Communicate technical risks, outages, project status, vendor issues, and recommended actions clearly to the CIO and other business leaders
• Build operational depth within the team through cross-training, documentation, delegation, and deliberate development of future technical and leadership capability
• Perform other technology leadership and operational duties as assigned