Information Technology Manager

ROLE SUMMARY: Pura Vida is seeking a IT/NOC Manager to join the NOC team, reporting to the Director of IT. This role manages both the service and support function and the infrastructure function within NOC. This is a management role focused on building out and leading the support and infrastructure teams as part of NOC in the restaurant industry. The ideal candidate has proven experience managing service desk and infrastructure operations and building teams in a fast-paced, multi-site environment.

RESPONSIBILITIES: Lead the service and support desk, owning all incidents, monitoring, and end-to-end incident management from detection through resolution. Lead the infrastructure function within NOC, including the system administration team responsible for corporate and restaurant systems, cloud, and the device environment. Build out the support team through a hybrid model of internal IT staff and vendors, including hiring, onboarding, and coordinating vendor resources. Build out and lead the infrastructure team, developing staff and defining ownership across systems, cloud, and endpoints. Establish and maintain monitoring, alerting, and escalation practices that support uptime targets across the infrastructure and device environment. Define and improve operational procedures, escalation paths, and response protocols across both service and infrastructure functions. Lead post-incident reviews and root cause analysis, driving corrective actions and continuous improvement. Manage vendor relationships and performance against service level agreements. Own operational documentation, reporting, and performance metrics for the support and infrastructure teams. Manage on-call and pager duty rotations to support coverage across the environment. Perform additional duties as assigned.

QUALIFICATIONS: Bachelor's degree in Information Technology, Computer Science, or related field 7+ years of progressive experience in NOC, service desk, or infrastructure, including direct team management Demonstrated experience managing direct reports and vendors, including hiring, developing, and coordinating both internal staff and vendor resources Demonstrated experience managing service and support functions with end-to-end ownership of incident management and monitoring Demonstrated experience managing infrastructure and system administration functions Demonstrated experience building and leading teams through a hybrid model of internal staff and vendors Experience managing NOC in a multi-site environment Experience managing vendor relationships and performance against service level agreements Excellent documentation, communication, and stakeholder management skillsPREFERRED QUALIFICATIONSExperience in QSR, restaurant, or hospitality environments Experience with Toast POS or other POS systems Experience with multi-site network stacks Experience with Google Workspace and M365BENEFITS:Health & Wellness – Medical, Dental & VisionPTODiscounted MealsGrowth Opportunities 401(k) Plan with Company MatchThe general nature and level of work being performed by persons assigned to this job classification are contained in this job description. This job description should not be construed as an exhaustive list of all responsibilities, essential job functions, duties, skills required and other job requirements of personnel in this role. All employees may be required to perform duties outside of their normal responsibilities from time to time as needed. Management reserves the right to assign or reassign duties and responsibilities to the job at any time Pura Vida Miami is proud to be an equal opportunity employer. We are committed to creating a workplace where diversity is celebrated and everyone feels welcome, regardless of race, color, religion, national origin, age, sex, sexual orientation, gender identity or expression, disability, veteran status, or any other legally protected characteristic. We believe that building a team with diverse perspectives and experiences makes us stronger, more creative, and more connected to the communities we serve. Agency Disclaimer We've got this covered! At Pura Vida Miami, our Talent Acquisition team leads all hiring efforts internally. We do not accept unsolicited resumes from agencies, we mean it. Any resumes sent our way without a signed agreement in place (including those sent directly to our team or hiring managers) will be considered property of Pura Vida Miami and we won't be responsible for any fees. If you're interested in partnering with us, reach out to our Talent team first. We're happy to connect the right way!