Habitat for Humanity International (HFHI) is in search of an experienced and dedicated IT Infrastructure Operations Manager. The IT Infrastructure Operations Manager is responsible for leading a team of IT technicians and administrators who provide desktop infrastructure, Audio/Video technology, Special Event, and Help Desk services for Habitat for Humanity International (HFHI). The position is responsible for ensuring the reliability and security of the desktop environment. Also responsible for supporting and meeting any applicable security requirements and regulations (Patching, CJIS, HIPAA, PCI, etc.). The IT Infrastructure Operations Manager is expected to lead and manage information technology projects. The IT Infrastructure Operations Manager is required to provide excellent customer service, resolve problems in a timely manner, ensure all SLAs are met, communicate effectively, and be a positive contributor to the CIO Information Technology Services Team.
- Provide oversight and direction/strategy for HFHI desktop environment, Audio/Video technology for Conference Rooms and enterprise fleet printers to include Hardware, software, and troubleshooting.
- Manage Service Desk resources and HFHI engineers for optimal performance. This will consist of resource management for incoming customer inquiries, projects, tickets and administrative work. Manage vender services relationship with outsourced service desk, ensuring SLA adherence and continual process evolution. Plan and manage operations installation and maintenance activities. Lead and participate in projects.
- Provide support and direction for voice technology (Phones, Skype for Business, etc.)
- Responsible for developing statistical reports and analysis on overall service desk and infrastructure operations performance, including; SLA performance, trend analysis, resource budgeting and planning, & KPIs. Participate in assessments of system availability, capacity planning, cost-effectiveness and ensuring that project timelines are met in areas of responsibility. Perform problem post mortems/root cause analysis and recommend improvements to avoid/minimize impact of future occurrences.
- Provide technical support for HFHI Call/Contact Center
- Provide tactical IT infrastructure support for HFHI Special events and logistical requirements, managing the budget, requirements, timelines and deliverables associated with IT support.
- Personnel Management of team, (direction, oversight, and mentoring), of vendors to maintain employee morale and growth, meet SLAs, and maintain a “one IT team” approach.
- 6+ years of applicable IT work.
- 2-3 years of Management of IT technical team or 3-5 years of team leadership experience with demonstrated results
- 2-3 Years Supporting A/V Environments
- 2-3 years Management /Support of Service/Help Desk
- 2-3 years Project Management
- Strong analytical, problem-solving, and strategic thinking skills
- Experience of leading/managing IT technical teams with positive results
- Leadership, mentoring, and motivational skills
- Extensive knowledge of using and supporting MS Windows, MAC, Linux Operating Systems, MS Windows Server O/S, and Office products.
- 2-3 years of experience supporting and implementing Microsoft Office 365 environments (SME)
- 3-5 years’ experience supporting Cloud Computing environment
- SME with the Windows and Apple/MAC family of desktop operating systems
- Strong understanding of network configuration and server operating systems
- Experience supporting an International environment
- Experience doing product assessments/evaluations to include ROI
- Experience supporting Call/Contact Center
- Experience working and managing in a 24/7 IT support environment
- 2- 3 years of experience with Conference room technology and an understanding of the latest A/V trends and technology
- Strong verbal, writing and presentations skills, experience working with people at diverse levels and from different departments
- Strong organizational skills with the ability to work on several different tasks at once
- 3+ years’ experience working in an IT helpdesk environment.
- 2-3 years’ experience managing small to medium technical projects and reporting status
Preferred Qualifications:
- Bachelor’s degree in Computer Science or associated field preferred
- Microsoft Certifications
- Vendor management
- This position is not eligible for VISA sponsorship
- Typical Office environment
- Extra time and after hours required, to include weekends
- In Office Support, work remote on approval from manager
- Ability to lift 50 lbs (network Equipment)