Manages delivery of the enterprise I.T. service catalog and directs staff in the maintenance and support of the organization’s information systems infrastructure. Primary areas of responsibility include the IT service desk, hardware and software refresh cycles, procurement, and vendor management. The position is also responsible for meeting defined metrics and benchmarks, ensuring staff are meeting and exceeding performance expectations, and that customer service meets standards.
Areas of Responsibility:
- Supports all aspects of the Foundation’s technology infrastructure including third-party services, hardware, and software.
- Supports operation and continuous improvement of the technology architecture lifecycle, including design, upgrade, patch management, change management, root cause analysis, and managed service delivery, whether performed by internal or third-party solution providers.
- Assures that business software and firmware is at current revision levels. Works with vendors to schedule upgrades and coordinates with network staff.
- Manages expenses to budget while and overseeing the hardware refresh cycle and coordinating the ordering, receiving, and invoicing activities related to the acquisition of hardware, software, and new technology.
- Stays current with technological developments related to computer hardware and software, as well as management practices through reading publications, subscribing to email lists, attending conferences and workshops, and meeting with colleagues. Occasionally presents information at national and local conferences.
- Promotes the use of technology, enabling the workforce to utilize new technologies in support of the strategic business plan.
- Leads technology improvement projects, coordinates technology management in support of new systems, and ensures smooth upgrades of existing systems.
- Ensures high quality of customer service associated with technical support for all technology.
- Acts as an integral part of IT leadership team, strongly collaborating with project management and application teams to ensure high quality solutions are delivered.
- Performs other related job duties, as assigned.
Educational Background:
Bachelor’s degree in Computer Science, Engineering or related field required.
Skills/Experience:
Knowledge and Abilities:
- Deep knowledge of technology infrastructure necessary to run an enterprise in support of business systems.
- Proficient in vendor management, project management, technology oversight and delivery, and ITIL based service desk management.
- Demonstrated success at delivering customer service and managing for service improvement.
- Successful problem-solving abilities.
- Excellent leadership skills that inspire and motivate others to succeed.
- Engage effectively with professionals at all levels of the organization to deliver easy-to-use technology and provide easy-to-understand communication about technology.
- Demonstrated successful selection, design, and implementation of new technologies and work processes.
- Able to organize work, prioritize, and delegate to meet deadlines, and make timely decisions with sound judgment.
Qualifications:
- Minimum of 5+ years in Technology support required. More than 1 year experience leading a technology team desired.
- Understanding of network infrastructure, and root cause analysis required. Experience in security operations helpful.
- Experience implementing and maintaining an enterprise IT infrastructure required.
- Proficient in the installation and maintenance of Microsoft systems required. Experience with Cisco systems helpful.
- Experience with providing managed technology services to multiple service groups is desired.
- Proficiency in customer service aspect of technology delivery required.
- Experience with ITIL based service improvement and delivery desired.
Additional Information:
Working Conditions:
- Work in an office environment.
- May require work outside a traditional Monday – Friday work week, and outside normal business hours.
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 30 2017
Active Until:
Dec 30 2017
Hiring Organization:
Make-A-Wish America
industry:
Nonprofit