The Field Information Technology Manager (ITM) provides excellent IT support and customer service for our team members our San Francisco and Monterrey offices. This includes support for Windows and Macintosh computers, printers, enterprise systems, plus basic networking, service procurement, and phone support. The ITM provides small office support within a common technology framework as defined by enterprise IT services.
The Field IT Manager (ITM) provides exceptional technical support to Conservancy staff. S/he provides IT operations functions to offices for the organization’s standard hardware, software and voice/data network solutions. The ITM is responsible Lifecycle management (purchasing, inventory, support) of computer and network equipment. They perform local administration and operations functions as appropriate in accordance organizational standards, policies and procedures. The ITM configures and supports meeting room audio/visual equipment.
They act as the primary point of communication between IT and operating, business and functional teams. The ITM works closely with peers in Los Angeles and Sacramento in support of statewide IT initiatives. S/he must establish and maintain positive working relationships with colleagues in IT and Operations. The ITM may work on specific IT projects as a project manager or as a team member. The position requires a self-starter able to work without day-to-day supervision within a globally dispersed organization.
Occasional travel to beautiful but remote preserves may involve work in variable weather conditions on difficult and hazardous terrain under physically demanding circumstances.
The position is supervised by the Regional Program Director of IT Operations and may have direct reports. The IT Manager may coordinate and direct the activities of volunteers and staff in cross-organizational and cross-functional teams. They work within a common technology framework as defined by central IT services.
RESPONSIBILITIES AND SCOPE
- Provides superior customer service to effectively resolve staff technical issues. Serves as primary point of contact for IT issues in the region, and as backup support to other IT staff in the service area
- Provides onsite and remote support to regional field offices as needed for hardware installation or maintenance. Assesses office users’ IT needs and delivering solutions.
- Delivers onboarding orientation, support, and assistance for new staff
- Develops and delivers staff communications and training for IT infrastructure, data management, etc.
- Lifecycle management (purchasing, inventory, support) of computer and network equipment.
- Participates in operations team functions, including IT forecasting and budgeting.
- Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery. Performs complex software/hardware troubleshooting, patches, and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs.
- 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 vendor, contract and outsourcing management.
- Project management leadership for IT and regional technology initiatives and collaboration solutions.
- Participates in the identification, development, and communication of innovative technology standards and best practices.
- Development and maintenance of infrastructure plans including local and cloud data management, emergency/incident response and disaster recovery
- Experience with MS Office software, Windows, and Macintosh environment.
- Experience in direct customer service.
- 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 (MS Windows, Office)
- Training ability and/or experience is a plus.
- Customer service oriented.
- Experience managing projects and budgets.
- CompTIA A+, Network+ or similar preferred.
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.