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Title

Senior Manager, Information Technology Operations 

Category Information Technology & Services  
Description

NeighborWorks America: Working Together for Strong Communities

Purpose of Division:

Information Technology and Services (IT&S) is responsible for planning, design, implementation, and support of NeighborWorks’ enterprise wide business applications and management of information technology resources and services. IT&S provides business applications and supporting services to identify, gather and efficiently organize the data that is required to support the business activities of NeighborWorks America (NWA) and its affiliated NeighborWorks Organizations. NeighborWorks America undertakes several major capital budget IT project initiatives in order to meet NWA’s current and future mission, goals, objectives and ongoing business requirements.


Position Summary:

Reporting to the Senior Vice President of Information Management, the Senior Manager, Information Technology Operations - Acting will assist the Senior Vice President in implementing and supporting the organization’s technology platforms. The position will have two primary areas of responsibility – service desk support and infrastructure operations. Working closely with key decision makers, the Senior Manager, Information Technology Operations - Acting will identify, recommend, and implement cost-effective technology solutions, along with assisting in the development and maintenance of policies and procedures and best practices that support the overall vision and mission of NWA.

Essential Duties/Responsibilities:

  • Overseeing IT operations to ensure that NWA’s technology operations are: 1) aligned with corporate business needs; 2) end-user problems are resolved in a timely and effective manner.
  • Managing daily IT operations, support and project implementation in the following areas: information appliances and devices; telecommunications; networking; mobile technologies; desktop/laptops; servers; storage systems; and email.
  • Communicating effectively with customers and stakeholders to assess infrastructure and support needs. Assisting in the identification of technology needs. Responding to customer service concerns.
  • Measuring and reporting on unit performance via metrics and indicators of service level activity and customer satisfaction. Providing regular service desk performance and utilization reports to leadership.
  • Engaging in on-going research of emerging trends and new technologies, which may benefit the organization’s goal of strategically implementing technology to enhance business performance, and specifically support the infrastructure and support functions. Conducting research and making recommendations on hardware and software products, services, protocols, and standards.
  • Participating in the planning, policy and decision-making discussions involving information management projects.
  • Interfacing with the IT&S Cyber Security and information Risk Management team to identify enhancements and upgrades to improve the security and reliability of NW systems environments. Create action plans, establish roll-out schedules and perform implementation of agreed upon changes.
  • Approves staff timesheets. Responsible for work plan development; performance evaluations; and tracking time and attendance. Supervising assigned staff according to overall company policy including: developing staff to maximize potential; monitoring and assisting staff with work progress; and monitoring performance to achieve goals and objectives. Coaching and mentoring team members and working closely with them to deliver optimal results.
  • Providing direction and requirements for maintenance, monitoring, storage and virtualization of servers and data center operations and active directory design, deployment and administration.
  • Preparing business case justifications, negotiating, finalizing and monitoring vendor contracts. Supervising external resources in support of projects and other relevant assignments.

Nature of Work Contacts:
Primary interaction with NWA staff. There is regular collaboration within the division and cross divisionally. This position requires willingness to engage with new and changing work contacts on a regular basis, and successfully manage the relationship between the division and all stakeholders.

Fiscal Responsibilities:
None specified.

 
Position Requirements

Minimum Qualifications:
(a) Education: A bachelor’s degree in management information systems, computer science, business or a combination of training in a related field is required.

(b) Experience: At least five (5) years’ professional experience in technology support operations, including experience troubleshooting and supporting computer applications and operating systems; and at least three (3) years’ of experience supervising network operations, infrastructure and technical support staff. An equivalent combination of training, education and experience which provides the above knowledge, skills and technical competencies will be considered.

(c) Licenses, Certifications: One or more of the following certifications are preferred: CCNA, CCNP, CCIE, ITIL, MCSE, MCITP, PMP.

(d) Competencies, Knowledge, Skills & Abilities: All or most of the following demonstrated technical competencies through appropriate experience and relevant technical training and/or certifications:

  • Windows and Linux operating systems, anti-virus and end point management, Active Directory, Exchange, Microsof Office Platforms (i.e. SharePoint), LDAP, DNS, SFTP/FTP, VoIP, IPsec, and DHCP.
  • Network monitoring tools and systems; WSUS and SCCM/patch management methodologies.
  • Internal and external DNS Management.
  • Telecommunication technologies such as VoiP, video conferencing, and unified communications solutions.
  • LAN/WAN connected infrastructure such as: blade, and rack mount servers, routers, SAN, switches, hubs, fiber channel switches, firewalls, proxies, voice gateways, spam filters, load balancers, WLAN controllers, VPN, NAC, server and desktop virtualization, backup technologies, thin client technologies; as well as understanding of VLANs, NATs, tunneling protocols and other physical, virtual and cloud technologies. Advanced troubleshooting capabilities.
  • Infrastructure design, technical writing, systems analysis, and research methodologies.
  • IT security compliance, configuration and control implementation and maintenance experience.
  • Hardware and Software lifecycle and related replacement activities.
  • Principles of customer service and support methodologies; IT Service Management and help desk ticketing systems.
  • Principles and practices of management and organizational leadership.
  • Technology performance measurements and process improvement methodologies.

(e) NeighborWorks America Staff are expected to demonstrate excellence in the following:

  • Sensitivity to racial, gender, sexual orientation and cultural differences
  • Effective, respectful, and timely communications with internal and external stakeholders
  • Listening effectively, seeks and accepts feedback
  • Effective teamwork
  • Analytic, thoughtful and strategic thinking
  • Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of the impact of her/his/their decisions and behavior on the organization


(f) Technology: As stated in section (d).

Working Conditions:
(a) Travel:
Up to 10%.
(b) Physical/Sensory Demands: Fast paced working environment, extensive computer usage. Light lifting up to 25 lbs.

Special Provisions:
Occasional weekend or evening work may be required.

 
Duration Continuous  
Salary Range  
Division Information Management  
Department Information Technology Operations  
Travel up to 10%  
Working Conditions Fast paced working environment, extensive computer usage. Light lifting up to 25 lbs  
Close Date 8/17/2020  
Location CORPORATE HEADQUARTERS: District of Columbia Office  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://NeighborWorksAmerica.appone.com



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