The Field Information Technology Manager (ITM) provides exceptional technical support and customer service to effectively resolve staff technical issues, and serves as the primary point of communication between IT and operating, business and functional teams.
The IT Manger provides IT operations functions to offices for the organization’s standard hardware, software and voice/data network solutions. This includes support for Windows and Macintosh computers, printers, enterprise systems, plus basic networking, service procurement, and phone support. The ITM provides office support within a common technology framework as defined by enterprise IT services.
Onsite and Remote Technical Support (60-70%):
- Provides onsite and remote support to all TNC staff located in the state of Washington (roughly 100 staff) for hardware installation or maintenance.
- Assesses office users’ IT needs and delivers solutions.
- Configures and supports meeting room audio/visual equipment and desk hoteling systems.
- Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery.
- Responsible for monitoring data backups in offices to ensure that they are completed on a regular basis
- Performs complex software/hardware troubleshooting, patches, and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs.
- Provides backup support to other IT staff in the region
Equipment and Vendor Management (15-20%)
- Lifecycle management (purchasing/leasing, inventory, support) of Windows and Macintosh computers, printers, phones, and network equipment.
- Serves as the point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
- Responsible for local IT vendors, contracts and outsourcing management.
Planning and Process Improvement (10%):
- Project management leadership for IT and regional technology initiatives and collaboration solutions.
- Participates in the identification, development, and communication of innovative technology standards and process improvement.
- Development and maintenance of infrastructure plans including local and cloud data management, emergency/incident response and disaster recovery.
Onboarding and Training (5-10%):
- Provides new TNC staff with PC/account setup and orientation.
- Delivers IT onboarding orientation, support, and assistance for new staff
- Develops and delivers staff communications and training for IT infrastructure, data management, etc.
RESPONSIBILITIES AND SCOPE
Level of Position:
The position is supervised by the Regional Program Director of IT Operations.
The IT Manager collaborates with staff throughout the Conservancy to maintain and manage IT systems:
- May coordinate and direct the activities of staff and/or volunteers in cross-organizational and cross-functional teams.
- Financial responsibility may include developing and working within a budget to complete projects, negotiating and contracting with vendors, and assisting with annual IT budgeting and forecasting
Within the scope of this position, the IT Manager will:
- Ensure compliance with organizational standards, internal policies, and external requirements.
- Build and maintain productive relationships and open communications with colleagues.
- Work independently without day-to-day supervision within a globally dispersed organization, working with supervisor on complex matters as needed.
- Make independent decisions within the scope of work assignments.
Work Environment & Schedule
- May be required to travel occasionally to visit Washington field offices and attend training sessions.
- May require working extended and/or varied work hours during peak periods of activity.
- Ability to work effectively under pressure and meet deadlines
- Experience with MS Office software, Windows 10, and Macintosh environment.
- Experience in direct customer service
- Experience installing and supporting wired and wireless networks.
PREFERRED QUALIFICATIONS
- Multi-lingual skills and multi-cultural or cross-cultural experience appreciated.
- Experience with TNC standard software applications (Windows 10, Office 365, Mac OS, video conferencing applications, cloud data storage, remote support tools, Business Intelligence)
- Experience training and/or communicating complex IT equipment and software to a variety of audiences
- Experience managing projects and budgets.
- CompTIA A+, Network+ or similar preferred
Salary information: Full-time; Salaried: $62,000 - $67,000/annually DOE