The IT Infrastructure Operations Supervisorworks collaboratively with internal staff and external partners to ensure the smooth operation of the IT infrastructure (workstations, network services, audio-visual systems, and telecommunications); provides hands-on support to the IT support team as needed; promotes a culture of customer service and satisfaction among the team; ensures timely response and resolution to IT Help Desk tickets; analyzes and troubleshoots issues to identify systemic problems and training gaps; seeks creative ways to reduce infrastructure issues and empower staff through tools, procedures, and training; maintains and implements IT operational policies related to infrastructure.

Essential Functions:

• Supports the IT Director in establishing and maintaining a high level of staff satisfaction related to workstations, network services, telecommunications, and audio-visual systems, and serves as the point of escalation for staff in these areas
• Supervises, prioritizes, and coordinates activities of the IT network services and technical facilities staff, and nurtures a customer-service culture among the team
• Monitors, prioritizes, and assigns IT Help Desk tickets pertaining toinfrastructure, and ensures timely completion and effective customer communication
• Assists the IT Director in monitoring and performing root cause analysis on IT Help Desk tickets to identify and address systemic issues and training gaps 
• Supervises the procurement, configuration, deployment, monitoring, maintenance, upgrades, and support of IT workstations, including laptops, phones, and peripherals
• Provides technical guidance and instruction to network services and technical facilities staff, and assists in troubleshooting efforts
• Oversees all activities of managed network services partner to ensure contract service delivery and SLA requirements are met
• Recommends the purchase of equipment, supplies, and software to meet the organization’s IT operational requirements and empower staff
• Maintains and implements operational policies and procedures for standard IT operations
• Develops and maintains FAQs for staff to enable staff to address common issues without IT assistance
• Develops and conducts routine training for staff on available IT tools and services

Background/Skills/Abilities Preferred:

• B.S./B.A. in Information Technology, Computer Science, or related discipline
• Professional certification (e.g., Microsoft Certified Systems Engineer (MCSE: Productivity) is a plus
• 8 years of IT hands-on experience with network administration and IT Help Desk support
• 3 years supervising IT team members in network administration and/or IT Help Desk

• Extensive knowledge and experience with Microsoft 365
• Extensive technical infrastructure experience
• Excellent critical thinking, with a proactive approach to identifying issues and presenting solutions and options
• Excellent interpersonal and communication skills (both verbal and written)
• Ability to be flexible, set priorities and meet deadlines in a fast-paced environment 
• Must be able to lift up to 25 pounds
• Must be physically able to deliver and install computer equipment and printers
• Must be able to crawl under desks for installation process
• Must be able to sit and stand for long periods of time
• Occasional overtime and travel may be required

About CFP Board

CFP Board is the professional body for personal financial planners in the U.S. CFP Board consists of two affiliated organizations focused on advancing the financial planning profession for the public’s benefit. CFP Board of Standards (501(c)(6)) sets and upholds standards for financial planning and administers the prestigious CERTIFIED FINANCIAL PLANNERTM certification — widely recognized by the public, advisors and firms as the standard for financial planners — so that the public has access to the benefits of competent and ethical financial planning. 

CFP® certification is held by nearly 100,000 people in the U.S. CFP Board Center for Financial Planning (501(c)(3)) addresses diversity and workforce development challenges and conducts and publishes research that adds to the financial planning profession’s body of knowledge.

This position works on programs which are part of the 501 (c)(3) and 501 (c)(6).

This position is based in the Washington D.C. office and works a hybrid schedule which could be changed at any time.