IT Manager

The IT Manager reports to the Senior Director of Infrastructure-Operations. This role requires the candidate to faithfully execute the following major duties and responsibilities. The candidate must assist all staff with their technological needs both on-site and remotely.  The candidate must inventory, track, and maintain all OSBI technological assets.  The candidate must provide service excellence to ensure OSBI’s network and associated subparts remain both sound and secure.  Last, the candidate must author periodic status updates pertaining to all OSBI technology for executive review. 

Qualifications:  

• Bachelor’s degree in Computer/IT Sciences (or closely related field of study) strongly preferred; Associate degree or substantially-similar certification(s) required. 
• Minimum of 1-2 years’ experience in field(s) demonstrating direct prior experience or strong aptitude to quickly learn comprehensive IT services management competencies.  
• Advanced knowledge and experience with Windows, M365, and Mac OS required. 
• Advanced knowledge of enterprise network and cyber-security management required. 
• Intermediate-Advanced knowledge and experience (or demonstrable aptitude to quickly learn) re: 
• Cisco Meraki Security-Firewall Infrastructure, M365 Online Administration, Atera RMM, Box.com Cloud, VOIP Systems, Spiceworks
• Networking Hardware setup (cable-running, switch-programming, etc.) and software installation and maintenance.
• Prior (IT-related) customer service experience strongly preferred; some customer service experience required. 
• Experience with Non-Profits and/or persons with Intellectual Disabilities strongly preferred. 
• Ability to work well under pressure, maintain deadlines, and work independently as well as in a team.
• Excellent written and verbal communication, customer service, organization, computer, and inventory skills. 
• Capacity to maintain a strong attention to detail. 
• Strong problem-solving and troubleshooting abilities.

Responsibilities:  

• Ongoing IT Support. Independently field all IT support requests and promptly respond in order to set clear timeline and resolution expectations with each person requesting assistance. Pro-actively resolve all “low-complexity” IT support requests in 24 hours, “medium-complexity” requests within 3 business days, and “high-complexity” requests within one week. Independently prioritize competing service requests across the organization in an effective, efficient, and mission-appropriate manner. Effectively utilize outside party services when necessary. 
• Cyber-Security & Network Maintenance. Independently monitor and pro-actively solve all cyber-security, network, and internet connectivity issues. Neutralize cyber-security threats on behalf of all OSBI staff. Ensure for zero-down-time internet connectivity on all OSBI campuses. Maintain continuous interconnectivity of all IT assets (e.g., computers, printers, access points, media players, etc.). 
• Vendor Relationships. Serve as OSBI’s primary point-of-contact with all IT vendors (e.g., Box.com, Microsoft, Canon, Cox, Comcast, etc.) Clearly communicate the ongoing needs of OSBI and its vendors with collaborating parties. Actively and independently monitor vendor activities to ensure each is meeting their duties to OSBI in an efficient manner. Ensure all vendor relationships remain productive, friendly, and professional at all times. Seek and capture highest-value transactions, whereby OSBI receives the greatest level of benefit for the lowest cost, effectively balancing the two in the organization’s best interests. 
• Hardware/Infrastructure Setup & Maintenance. Set up and maintain hardware systems on all OSBI campuses across AZ and CA. Lead-for-success all IT infrastructure installations (network cabling, switch-programming, vendor coordination) in a time-and-materials-efficient manner. Prepare (or re-prepare) all OSBI computers and other IT technology for high-quality performance and ease-of-use. 
• Software/Infrastructure Setup & Maintenance. Pro-actively set up and maintain all standard OSBI software (including cloud-based) solutions across all company computers and related assets. Occasionally coordinate and execute organization-wide (software) updates/upgrades in an effective and efficient manner. 
• Training. Assist leadership in effectively executing on organizational IT initiatives. Provide ongoing training and encouragement of colleagues regarding best IT practices. Provide brief introductions regarding OSBI’s IT infrastructure and available resources during as a part of the new employee onboarding process. 
• Create and maintain system documentation, technical manuals, and IT policies. Train users on new technologies and procedures. 
• Handle all challenges in a respectful, patient, productive, and collaborative manner while always maintaining a “can do” attitude in assisting others. 
• Confirm receipt of communications and assignments and regularly update stakeholders on your progress. 
• Provide excellent customer service by delivering quality and timely (within 24 hours) information when requested by parents, vendors, colleagues, supervisors, staff, auditors, and other stakeholders to further OSBI’s mission, vision, core values, and goals. 
• Project a pleasant, helpful, professional, knowledgeable, and capable image consistent with the OSBI Mission in all internal/external reactions interactions. 
• Consider the welfare, growth and development of program members as a top priority in all decision making, planning, and development. 
• Independently collaborate effectively and efficiently with leadership, purchasing, and other administrative units to ensure for smooth, timely, and well-coordinated cross-department operations. 
• Pro-actively gather and garner assistance from appropriate co-workers in accomplishing unusually challenging tasks. 
• Handle difficult situations with a positive attitude by actively seeking problem resolution, brainstorming creative solutions, and identifying opportunities for department and organizational enhancements.  
• Seek opportunities to share knowledge, experience, and best practices with colleagues to enhance our organizational effectiveness. 
• Continuously evaluate job procedure and effectiveness and collaborate with the Senior Director of Operations to implement improvements and best practices adjustments to processes and procedures within the organization. 
• Seek opportunities to collaborate with and learn from colleagues to achieve a greater degree of service to the organization and its program members. 
• Demonstrate self-awareness of strengths and challenges and implement strategies to enhance strengths and address challenges. 
• Any other duties as assigned.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• What are your salary expectations based on posted salary range?
• Any schedule restrictions?

Education:

• High school or equivalent (Preferred)

Experience:

• IT: 1 year (Preferred)

Ability to Commute:

• Glendale, AZ 85308 (Preferred)

Work Location: In person

Salary : $40,000 - $50,000