IT Support Manager

JOB PURPOSE:

The IT Manager will support the program teams and organization to ensure they are set up for success. This includes ensuring high quality management of technology systems and tools to generate, organize, share knowledge, and communicate/work effectively across the organization. This role will be responsible for making sure that our technology tools, hardware, and processes are reliable and effective for staff to fulfill the Siena Francis House mission. This includes ongoing second level support/management and continuous development of our Microsoft 365 environment: Azure AD, endpoint deployment and management, security, and Teams/ SharePoint. This position will also provide second-level support to team members with configuration and troubleshooting when needed and for urgent matters.

SFH has a third-party vendor that provides managed IT services; however, this position will need to have a strong working knowledge of IT environments to provide second level support. This is a working manager role. The IT Manager reports to the Chief Operations Officer.

ESSENTIAL FUNCTIONS

• Plan, organize, schedule, and supervise the day to day technical support activities, including trouble shooting, services issues, approvals, and installations that require more immediate on site support. To include any coordination with our third-party IT vendor.
• Serve as a key leader in oversight of the overall strategy and compliance for information technology and cybersecurity of applications and hardware
• Support technology hardware strategy and maintenance
• Serve as a liaison with various vendors
• Respond rapidly to staff requests for support; follow up with them to ensure limited interruption to work
• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure
• Provide leadership on IT related projects
• Provide training the other team members for new products, employee onboarding, and annual training needs
• Utilize user-centered design approaches and philosophy in solution creation. Must be able to think outside the box and leverage innovation and creativity in a strategic manner to advance the organization’s IT infrastructure.
• Utilize change management and process improvement methodologies
• Serve as the lead ensuring SharePoint design is meeting needs of the organization and assisting with effective communication
• Provide computer set up, tear down, and move support. Must have technical and hands on working knowledge
• Develop and maintain policies, procedures, and processes.
• Oversee management of equipment and parts inventory.

EDUCATION & EXPERIENCE REQUIREMENTS

• Bachelor’s degree or equivalent, preferred.
• 4 years information technology experience, preferred.
• 2 years of demonstrated success supporting/managing Microsoft 365 environments
• Change management, project management, and process improvement knowledge
• Comfortable training others and giving presentations
• Ability to incorporate trauma informed care and cultural sensitivity into a work setting.
• A detail-oriented self-starter who is comfortable working in a fast-paced environment and can solve complex problems independently
• Someone who exhibits sound judgment with the ability to prioritize and make decisions
• Energetic and eager to tackle new projects and ideas
• A team player capable of cultivating productive working relationships across the organization
• Resourceful, can-do attitude
• Thrives in a fast-paced environment
• Ability to analyze and compile data using Microsoft Excel spreadsheets.
• Ability to operate a computer with proficient knowledge of business software including word processing, presentation, spreadsheet, database and email applications such as those in the Microsoft Office suite.
• Accountability, good time management, and organizational ability.

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is an office setting with varying degrees of temperatures and noise levels.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Siena Francis House provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:
Siena Francis House is a participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit: http://www.uscis.gov/e-verify/employees.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to be successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to stand, walk, use hands to finger, handle, or feel, lift and/or move up to 20 pounds, and talk and hear. The employee is occasionally required to sit, and reach with hands and arms. The work environment may have extended working hours, frequent time constraints, and shifting priorities, contributing to physical and mental stress. Specific vision abilities required by this job include close vision