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. This position will be based in either Harrisburg, PA or Conshohocken, PA and will support multiple business units within the Conservancy.
The IT Manager 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. Essential functions include:
Onsite and Remote Technical Support (60-70%):
- Provides onsite and remote support to all TNC staff located in the state of PA & DE for hardware installation or maintenance.
- Assesses office users’ IT needs and delivers solutions.
- Configures and supports meeting room audio/visual equipment.
- 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.
- Creates, reviews, updates and closes help desk tickets in a timely manner.
- 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 IT Program Director, North East Service Area & World Office
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.
- Experience with MS Office software, Windows 10 and Macintosh environment.
- Experience manipulating, analyzing and interpreting data.
- Experience providing excellent customer service using good communication and problem-solving skills
- Experience installing and supporting wired and wireless networks.
DESIRED 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).
- Experience training and/or communicating complex IT equipment and software to a variety of audiences.
- Database management skills with the ability to produce reports.
- Experience managing projects and budgets.
- CompTIA A+, Network+ or similar preferred.
Work Environment & Schedule:
- May be required to travel to visit other field offices and attend training sessions or meetings.
- May require working extended and/or varied work hours during peak periods of activity.
- Ability to work effectively under pressure and meet deadlines and manage multiple priorities.
The Nature Conservancy offers competitive compensation, 401k or savings-plan matching for eligible employees, excellent benefits, flexible work policies and a collaborative work environment. We also provide professional development opportunities and promote from within. As a result, you will find a culture that supports and inspires conservation achievement and personal development, both within the workplace and beyond.