Description

American Progress has an immediate opening for an IT Manager. This position will oversee the day-to-day tasks of the five members of the Desktop Support and Operations teams, supporting American Progress’ technology infrastructure and day-to-day customer support and service. The IT Manager will interact with internal clients at all levels to help resolve IT-related issues and supply services and solutions in a manner that meets the department’s service-level agreements. The IT Manager will report to and work directly with the Director of Technology and Security to identify and implement improvements in all areas of responsibility.

This is a technical manager role; qualified individuals should have hands-on experience with and a solid understanding of advanced network concepts, Windows Server environments (2012 and later), Microsoft Office 365 and Azure, Amazon Web Services, and other cloud-based technologies.
  • Reports to: Director, Technology and Security
  • Staff reporting to this position: Desktop Support Specialist
  • Department: Technology
  • Position classification: Exempt, full time


Skills and responsibilities

Responsibilities:
  • Assure users are provided with efficient and prompt support, which requires helping with any task assigned to the Desktop Support and Operations teams.
  • Coordinate staff scheduling to ensure support coverage during normal business hours and after-hours on-call support as needed.
  • Manage the performance—including evaluations, promotions, hiring, and disciplinary responsibilities—of the Desktop Support and Operations teams.
  • Solve problems and make daily decisions related to the Desktop Support and Operations teams’ responsibilities.
  • Contribute actively and creatively to the growth and advancement of the team.
  • Manage multiple projects to ensure that deliverables and milestones are reached by the team.
  • Use metrics, analysis, and report generation to manage the team.
  • Develop and document new and existing procedures or processes that will result in improvements and document existing procedures.
  • Ensure adherence to all information technology processes and policies.
  • Perform other duties and responsibilities as assigned.

Details

  • Location:
    Washington
    ,
    DC
  • This job is remote friendly.
  • Deadline: n/a

Qualifications

Minimum qualifications

Requirements and qualifications:
  • Experience supporting users of Windows and Mac computers in a Windows network infrastructure for a medium-sized corporate environment.
  • Knowledge of IT management and monitoring solutions such as Kaseya, Intune, or similar tools.
  • You must enjoy working with others and collaborating with various stakeholders.
  • At least one year of management experience in a technology customer support or customer service environment.
  • Confident and professional manner when dealing with peers and organizational personnel at all levels.
  • The ability to effectively communicate complex topics and procedures with team members and all other organizational personnel.
  • Attention to detail, organizational skills, time management, and focus.
  • Strong time management and prioritization skills when faced with multiple projects; formal project management knowledge or certification is a plus.
  • The ability to work independently and with minimal direct supervision.
  • Proven knowledge and expertise in administering mission-critical systems in a production environment.
  • Commitment to American Progress’ mission and goals.