IT Infrastructure Manager (Hybrid)

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you. 

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

We currently have an opportunity for an IT Infrastructure Manager to join our Corporate IT team based in our Canton, MA; Boston, MA; Farmington, CT or Raleigh, NC offices on a hybrid schedule. The IT Infrastructure Manager provides leadership and strategic direction and architecture for the organization’s Network Infrastructure, Telecommunications, and Messaging teams. The position is responsible for the availability, security, performance, lifecycle management, and modernization of enterprise network, voice, video, contact center, and messaging services.

The role oversees Cisco LAN/WAN and wireless infrastructure; Microsoft Teams Telephony and Teams Rooms; Five9 Contact Center; Microsoft 365/Outlook and Exchange messaging; and email security technologies including Proofpoint and Trend Micro.  The manager also has responsibility for departmental budgeting, contract management, vendor relationships, technology planning, service delivery, and major infrastructure initiatives. Some of the IT Infrastructure Manager responsibilities include but are not limited to:

• Lead, develop, and establish priorities for the Network, Telecommunications, and Messaging teams.
• Ensure reliable, secure, and effective delivery of critical infrastructure and communication services.
• Oversee incident escalation, problem management, root-cause analysis, disaster recovery, operational documentation, and continuous improvement.
• Promote staff development, cross-training, automation, standardization, and succession planning.

• Provide strategic and operational oversight of Cisco LAN, WAN, wireless, routing, switching, data center, cloud connectivity, and carrier services.
• Direct network architecture, capacity planning, lifecycle management, monitoring, security remediation, and disaster recovery.
• Oversee network support for offices, data centers, real estate initiatives, cloud services, and infrastructure projects.

• Provide leadership for Microsoft Teams Telephony, Operator Connect, Microsoft Teams Rooms, enterprise video, E911, and Five9 Contact Center services.
• Oversee voice and contact center architecture, call routing, auto attendants, queues, IVR, conferencing, endpoint management, monitoring, and lifecycle planning.
• Ensure voice, video, and contact center platforms meet business, security, availability, and compliance requirements.

• Provide leadership for Microsoft 365 Messaging, Exchange Online, Outlook, mail flow, and hybrid messaging services.
• Oversee email security services and controls, including Proofpoint, Trend Micro, anti-phishing, anti-malware, DKIM, SPF, and DMARC.
• Partner with Security, Privacy, Legal, and Compliance on cybersecurity incidents, retention, litigation holds, eDiscovery, regulatory requirements, and investigations.
• Direct messaging migrations, integrations, business transitions, automation, and Microsoft 365 tenant changes or demergers.

• Develop and manage operating and capital budgets, forecasts, technology refresh plans, and business cases.
• Manage contracts, renewals, licensing, telecommunications services, maintenance agreements, and vendor performance.
• Lead vendor negotiations and maintain strategic relationships with technology manufacturers, carriers, service providers, and consulting partners.
• Identify cost optimization opportunities while balancing service quality, security, lifecycle risk, and business requirements.

• Develop technology roadmaps and recommend investments aligned with business strategy, cybersecurity requirements, and enterprise architecture standards.
• Ensure security and risk management are integrated into network, telecommunications, contact center, and messaging services.
• Sponsor and oversee technology modernization, lifecycle replacement, migration, acquisition/divestiture, and cross-functional infrastructure initiatives.
• Serve as a management escalation point and trusted advisor to technology and business leadership.

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Business, or related discipline, or equivalent experience.
• 3 to 5 years experience in enterprise infrastructure, networking, telecommunications, messaging, or technology operations, including leadership responsibilities.
• 1 to 3 years Experience with enterprise networking, Microsoft 365, Teams, messaging, telecommunications, contact center, and security technologies.
• Demonstrated experience with budgeting, forecasting, contracts, vendor management, procurement, and technology lifecycle planning.
• Strong understanding of cybersecurity, risk management, disaster recovery, change management, and IT service management.
• Strong leadership, communication, negotiation, problem-solving, and executive presentation skills.
• Ability to translate complex technical requirements and risks into clear business recommendations.

Our salary ranges are determined by many factors including location, role, experience and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires; however, your recruiter will provide more specific compensation details during the hiring process. The typical base salary range for this position is: $143,000 - $190,000 based on the factors aforementioned. For candidates located in San Francisco, CA; Washington DC; our Massachusetts based offices and the New York City metro area, the base salary range is $167,000 - $195,000. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include but not limited to:

• Comprehensive medical, dental and vision insurance with no waiting period
• Competitive paid time off programs
• 401(k) savings and annual contributions of up to 12% of annual salary
• Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits

This position will remain posted until a final candidate is selected. Once the role is filled, this job posting will be removed.    

Our Values are foundational to our success at Intact. You’ll make a difference every day when you live our Values, do your best work, are open to change, and invest in yourself.

In return, we promise you support, opportunities and performance-led financial rewards in a flexible work environment where you can:

• →Shape the future: Help us lead an insurance transformation to better protect people, businesses and society.
• →Win as a team: Collaborate with inspiring people to do your best work every day and together, stand up for what is right.
• →Grow with us: Refresh and reinvent your skills, learn from our diverse teams, lift others up, and grow.

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.

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