https://www.glwd.org/about-us/our-team/careers/mngrofit/

9.16.20

Manager of Information Technologies and Infrastructure

About God’s Love We Deliver

For people living with severe illness in the New York City metropolitan area, God’s Love We Deliver provides nutrition therapy, and cooks and home delivers medically tailored meals. We are a non-sectarian organization. All of our services are provided free to clients and full of love.

About the Role

The Manager of Information Technologies and Infrastructure oversees IT Infrastructure systems, including networking, IT security, desktops, laptops, phone systems and call centers, and related cloud-based systems for God’s Love We Deliver. This person works closely with the Systems team, vendors, and third-party consultants to ensure IT systems function to a level that meet staff needs and exceed staff expectations while ensuring system security measures meet or exceed requirements and best practices.

Key duties include maintaining IT systems; overseeing the help desk ticketing system and occasionally responding to IT tickets; managing phone systems and call center; selecting organization-wide equipment, services and software; deploying new tools to internal stakeholders; and providing audio-visual meeting support. This person will supervise the Systems Support Manager, who handles helpdesk tickets and day-to-day support.

 

Position Objectives and Expectations

Administrative Support

  • Oversee relationship with Managed Services Provider, ensuring that IT systems are reliable and secure.
  • Oversee selection of and relationship with Phone System provider, including Call Center.
  • Handle specification and procurement of IT-related equipment and software licensing.
  • Oversee management of inventory of IT assets.
  • Define processing for onboarding and offboarding users including account provisioning/deprovisioning, orientation and basic training.
  • Participate in meetings and events relevant to position.
  • Develop and maintain IT documentation, and occasionally deliver relevant IT, phone and security training to staff.
  • Research, analyze and select technology solutions.
  • Monitor and report on IT support and operations duties.
  • Document technology environment including inventory, product usage and user instructions.
  • Manage IT services, software and equipment.
  • Work with Director of Systems to create and manage annual IT Budget.
  • Respond to IT Audits.
  • Collaborate with team and across teams.
  • Supervise the Systems Support Manager

Infrastructure Support

  • Manage implementation and roll-out of new technologies.
  • Administer cloud services and systems, including Office 365, NetSuite, and Box.
  • Administer security and remote access systems, including VPN, inTune, and ConnectWise.
  • Deploy and patch operating systems, applications and software.
  • Provide engineering and administrative support for server, virtual and network infrastructures in collaboration with Managed Services Provider.
  • Manage and support data backups, business continuity and disaster recovery systems, in collaboration with Managed Services Provider.

Desktop / Phone Support

  • Oversee all aspects of Desktop / Workstation support, providing a customer-focused user experience that is secure and reliable.
  • Support and maintain office phone environment, working with third-party provider to ensure phone, fax and call center functionality.
  • Define and monitor policy and procedures for selection and deployment of Desktops / Workstations, Laptops, Mobile devices and security tools.
  • Serve as backup to Desktop / Workstation support staff as needed.

About You:

You are highly self-motivated and empathetic, a ‘people person’ with a strong desire to support our mission and your colleagues.  You thrive in a fast-paced and dynamic environment.

 In addition, the right candidate meets the following requirements:

  • Minimum 3 years of practical IT experience required
  • Minimum 2 years of experience managing an IT Help Desk
  • Minimum 2 years of experience managing a Microsoft Windows Domain
  • Knowledge of Microsoft Active Directory and Office 365.
  • Knowledge of Microsoft Windows Servers and Desktop/laptop operating systems
  • In-depth knowledge of current Microsoft Office suites.
  • Understanding of VOIP and hosted PPX Platforms
  • Ability to install and support workstation/laptop environments including hardware, software and peripherals
  • Ability to deploy and support mobile devices, implementing security tools and protocols
  • Experience in managing staff
  • Well organized, thorough and detail-oriented
  • Excellent interpersonal and communication skills, strong business and technical writing skills
  • Experience in delivering technical training either formally or informally
  • Excellent troubleshooting, technical/ creative problem-solving and analytical ability
  • Interested and able to learn new technologies and platforms, and eager to apply those tools to God’s Love work.
  • Associate’s Degree in Information Technology, Computer/Information Science, or related discipline

 Preferred Skills/Experience

  • Experience implementing or managing a Call Center
  • Knowledge to support use of Apple desktops, laptops, iPads and iPhones.
  • Knowledge of Box (including Box Shield)
  • Knowledge of NetSuite
  • Understanding of Virtualization (VMWare)
  • Basic knowledge of Cisco networking equipment and VPN
  • Knowledge of network topologies and protocols such as physical wiring, TCP/IP, LAN,WAN, wireless, and related hardware.
  • Understanding of Powershell
  • Bachelor’s Degree in Information Technology, Computer/Information Science, or related discipline
  • Relevant Microsoft or related certification

Interested in Applying for this Role?