Overview:
The Committee for Public Counsel Services, the Massachusetts state public defender agency, is seeking a Manager of Infrastructure Operations to lead and optimize its IT infrastructure team and environment. This critical role is responsible for supervising IT infrastructure staff and managing the daily operations and maintenance of the Agency’s hardware and software systems. Key areas of oversight include end-user computing, on-premises data centers, backup and replication processes, and the Agency’s Azure and Microsoft 365 cloud environments.

POSITION OVERVIEW

The Manager of Infrastructure Operations is responsible for overseeing the day-to-day delivery of technology services to the Agency and its stakeholders through on premise and cloud environments. The Manager of Infrastructure Operations directly oversees the Systems and Infrastructure Administration staff. These team members are responsible for delivering and maintaining the technology services that support approximately 700 staff across more than 20 offices throughout the Commonwealth. In addition, they manage critical systems that support billing operations for over 2,500 private attorneys and vendors, ensuring the reliability and effectiveness of the agency’s statewide technology infrastructure.
Reporting directly to the Director of Infrastructure and working closely with the Director of Applications, the Manager is a hands-on leader responsible for overseeing the Systems & Infrastructure Administrator team. This position is ideal for a seasoned IT professional who combines recent technical expertise with strong operational and personnel management skills.
This is a highly operational, hands-on role requiring recent, practical experience with IT infrastructure. In addition to direct technology implementation and support responsibilities, the Manager is expected to provide mentorship to team members, drive operational improvements, define and maintain service levels, and collaborate on the Agency’s infrastructure strategy.
Success in this role requires a willingness to work directly with end-users, including non-technical staff, and to actively engage in hands-on problem-solving. The ideal candidate is equally comfortable leading technical teams as they are rolling up their sleeves to resolve complex issues.
The position requires regular travel to office locations across Massachusetts—estimated at up to 30% of working hours—and participation in a rotating on-call weekend support schedule. A valid driver’s license and reliable vehicle are required.
The Manager of Infrastructure Operations position reports to the Director of Infrastructure.
Qualifications:

MINIMUM ENTRANCE REQUIREMENTS

The responsibilities of the Manager of Infrastructure Operations include, but are not limited to:

• Bachelor’s degree Associates’ degree in Information Technology and Information Systems, Computer Science, Systems & Network Administration, or related degree or an equivalent combination of skills, education, and experience;
• 5+ years’ experience in infrastructure design, implementation, and support;
• 5+ years’ experience managing multiple projects and competing priorities;
• 3+ years in each of the following areas: managing and designing secure data centers and LAN/WAN, SAN and virtualized and desktop environments; managing LINUX and Windows operating environments;
• 3+ years managing Azure and Microsoft 365 cloud environments
• 3+ years’ experience managing a distributed infrastructure and operations team
• 3+ years’ experience managing, mentoring, and training staff and performing performance reviews
• 3+ years in each of the following areas: developing formal infrastructure and project plans;
• Strong business writing and oral communication skills; and,
• Valid driver’s license with the ability to use a reliable personal vehicle for transportation on a reimbursable basis. Travel is estimated at between up to 30% within the Commonwealth

QUALIFICATIONS/SKILLS

• Significant experience supervising infrastructure staff;
• Strong communication, customer service, and attention to detail;
• Advanced trouble shooting skills to proactively address potential issues and identify new, relevant technologies;
• Proven ability to work effectively as part of a team and independently;
• Ability to work independently while taking initiative and to establish and maintain cooperative working relationships with colleagues and supervisors, as well as with external service providers;
• Excellent organizational skills;
• Ability to present information clearly and concisely. Able to communicate effectively with all staff within the organization and with stakeholders outside the organization;
• Proven ability to complete projects according to outlined scope and timeline;
• Ability to maintain strict confidentiality and to exercise considerable judgment and discretion; and,
• Able to handle multiple tasks, prioritize effectively, meet deadlines, and deliver high-quality work.
  Responsibilities:

RESPONSIBILITIES

• Providing daily supervision of infrastructure administration staff including ensuring that annual performance evaluations are completed in a timely manner and providing mentoring and support;
• Overseeing external contractors;
• Overseeing LAN, WAN, data center and cloud systems, including operations uptime and availability management, quality of service, and upgrades and patching;
• Acting as a key point of contact for communication with internal IT staff and external vendors, ensuring transparency and responsiveness;
• Ensuring smooth daily operations of all infrastructure administration personnel and systems;
• Collaborating with the CIO and Director of Infrastructure to shape and support infrastructure strategy and long-term vision;
• Providing expert-level technology troubleshooting and guidance on complex issues;
• Hands-on technology implementation, including system configuration, deployment, and maintenance;
• Managing end-user access to infrastructure systems and resources, ensuring compliance with security and operational policies;
• Participating in regular rotation weekend coverage;
• Proactively identifying new, relevant technologies; and,
• Other duties as assigned.
  EEO Statement
  The Committee for Public Counsel Services (CPCS) is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation as required by Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act of 1990, and other applicable federal and state statutes and organizational policies. Applicants who have questions about equal employment opportunity or who need reasonable accommodations can contact the Chief Human Resources Officer, Sandra DeBow-Huang, at sdebow@publiccounsel.ne

The responsibilities of the Manager of Infrastructure Operations include, but are not limited to:

• Bachelor’s degree Associates’ degree in Information Technology and Information Systems, Computer Science, Systems & Network Administration, or related degree or an equivalent combination of skills, education, and experience;
• 5+ years’ experience in infrastructure design, implementation, and support;
• 5+ years’ experience managing multiple projects and competing priorities;
• 3+ years in each of the following areas: managing and designing secure data centers and LAN/WAN, SAN and virtualized and desktop environments; managing LINUX and Windows operating environments;
• 3+ years managing Azure and Microsoft 365 cloud environments
• 3+ years’ experience managing a distributed infrastructure and operations team
• 3+ years’ experience managing, mentoring, and training staff and performing performance reviews
• 3+ years in each of the following areas: developing formal infrastructure and project plans;
• Strong business writing and oral communication skills; and,
• Valid driver’s license with the ability to use a reliable personal vehicle for transportation on a reimbursable basis. Travel is estimated at between up to 30% within the Commonwealt