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It Support Manager
Location:
Washington, DC
Description:
The Executive Leadership Council is the preeminent member organization for the development of global black leaders. Comprised of more than 800 current and former corporate black CEOs, board members and senior executives at Fortune 1000 and Global 500 companies, entrepreneurs leading top-tier firms, and recognized thought leaders, we open channels of opportunity for the development of black executives to positively impact business and communities. Position Overview The IT Manager is responsible for contributing to and executing ELC's technology strategy to build a best-in-class technology infrastructure that enables and supports positive outcomes for ELC's mission. This role will be also responsible for providing technical support for all our internal and external customers, ensuring that their computer systems, software applications, and mobile devices are operating effectively and efficiently. This IT Support "Engineer" will work with Active Directory, Office 365, SharePoint, Teams, Azure data protection, Customer relationship management system, Audio visual systems, Mobile Device Management (MDM), Microsoft Auto pilot, Helpdesk, RMM, Microsoft exchange, Microsoft Power BI, VoIP, networking, wireless, data protection, customer service, helpdesk, DNS, e-commerce, DNS, and IP addressing. ESSENTIAL JOB FUNCTIONS & KEY OUTCOMES INFORMATION TECHNOLOGY Contribute to the development of short and long-term strategy for building a responsive, best-in-class technology infrastructure and platform to support the organization's operations, including the investment required to achieve the technology outcomes and goals for the organization in collaboration with the Chief Operating Officer. Work collaboratively across the organization to assess technology needs and develop a plan for optimizing and integrating advances in technology to meet emerging needs over the short and long-term. Support the management Information Technology projects with emphasis on team productivity, functionality, and budget compliance. TECHNOLOGY STANDARDS & INFRASTRUCTURE Maintain all network and internet services that allow staff to perform their work using up-to-date technology platforms and software. Research, support, and monitor all IT, digital, and telecommunication standards for hardware (laptops, desktops, smartphones, VOIP phone technologies, etc.), service providers, and software in support of the Director of IT. Explore new technologies, software and systems for future planning and potential implementation in support of the Director of IT. IT SUPPORT Provide technical support for all internal and external customers ensuring that the organization's technological resources, including networks (LAN/WAN), servers, databases, computers systems, software applications, workstations, telecommunications and other communications tools, printers/copiers, audio visual equipment, mobile devices, and security cameras are operating effectively and efficiently. Install, monitor, and maintain a stable network infrastructure, encompassing routers, servers, firewalls, network switches and wireless access points. Troubleshoot issues related to Active Directory, Windows operating systems, Office 365, SharePoint, Teams, Azure data protection, Customer relationship management system, Audio visual, Mobile Device management, Microsoft Auto pilot, Helpdesk, RMM, Microsoft exchange, Microsoft Power BI, VoIP, networking, wireless, data protection, customer service, helpdesk, DNS, e-commerce, DNS, and IP addressing. Deploy, monitor, configure, troubleshoot, maintain, and upgrade a range of software, hardware, and systems for the use of staff to enable them to maximize their productivity. Respond to requests for technology support and implement timely troubleshooting of technology issues submitted by staff; coordinate with vendors as needed for additional support. Oversee procedures to provide smooth onboarding/offboarding of employees including equipment, software, accounts, and security passwords. SECURITY, COMPLIANCE & RISK MITIGATION Ensure all appropriate measures are followed to allow ELC to avoid business interruption due to technology failure or compromise consistent with Business Continuity requirements of senior management, including procedures that assure appropriate and secured management of physical (buildings, etc.) and digital (network, cloud-based storage, redundancy) infrastructure. Conduct periodic IT audits to assess needs and maximization of use of IT resources with the support of the Director of IT. Develop and maintain documentation on all Information Technoogy systems and processes. Keep up-to-date on compliance best practices and emerging IT tools, trends, and resources. Provide training to end-users as needed. GENERAL DUTIES Maintain current professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing professional networks, and participating in professional associations. Contribute to the achievement of established department goals and objectives and adhere to department policies, procedures, quality standards, and safety standards. Promote a culture of high performance and continuous improvement that values learning and a commitment to quality improvement. Ability to collaborate with other teams to resolve complex technical issues. Willingness to learn and adapt to new technologies. Perform other duties as assigned. EDUCATION, EXPERIENCE & CREDENTIALS Bachelor's degree in Computer Science, Information Technology, Information Systems Management, or another relevant academic discipline A minimum of 5 years progressively responsible experience in IT Support & Administration, preferably in a customer-facing role or similar environment Certification Requirements | At least of the following certification(s): Microsoft 365 Certified - Enterprise Administrator, Modern Desktop Administrator, Teams Administrator Associate, Collaboration Communications system's administrator, or equivalent IT certifications Working knowledge & familiarity of network protocols, including TCP/IP, DNS, DHCP, and HTTP Working knowledge & familiarity with e-commerce platforms and web technologies COMPETENCIES • Mission Alignment & Awareness: Has a passion for and commitment to opening channels of opportunity for the development of Black professionals to positively impact business and local communities; contributes to the organization by understanding and aligning actions with the organization's goals, core functions, and values. • Installation, Troubleshooting & Support: Demonstrates an advanced understanding of the installation procedures used in the organization; possesses an advanced understanding of the installation tools and uses them to install systems at the enterprise level; demonstrates a strong working knowledge of integration procedures and is able to integrate systems at the departmental level; possesses an advanced working knowledge of troubleshooting techniques and can independently perform troubleshooting without the use of pre-written processes; troubleshoots issues affecting multiple systems at the business unit level; anticipates potential user issues and determines what changes need to be made to the relevant IT before there are any concerns. • IT Policy & Compliance: Possesses an advanced knowledge of relevant compliance laws and standards external from the organization; demonstrates an advanced understanding of IT policy requirements and standards and enforces them in the workplace; independently performs job function with little to no assistance from policy requirements; enforces policy and compliance procedures; standardizes organizational processes, policies, and regulations to reduce compliance-related issues. • Planning & Results Orientation: Organizes and executes work to meet organizational goals and objectives while meeting quality standards and following organizational processes; ensures individual performance does not negatively impact the performance of others; recommends additional resources that would improve effectiveness and helps others access required resources; identifies opportunities to improve work processes and efficiency; contributes to setting work priorities and direction; identifies in advance when intended results may not be achieved; takes initiative; is not satisfied with the status quo. • Teamwork & Collaboration: Works well cross functionally and with others on the team to achieve personal goals, team goals, and organizational goals; takes responsibility for individual actions in order to achieve consistent results; fosters team camaraderie, collaboration, and cohesion; understands the impact of one's actions on the ability of their team members to do their jobs; respects the differences other team members bring to the table by openly seeking others' opinions; makes suggestions to improve team engagement and effectiveness; supports implementation of team decisions; professionally gives and seeks feedback in order to achieve common goals. • Problem Solving & Decision-Making: Identifies problems and uses logical analysis to find information, understand causes, and evaluate and select best possible courses of action; seeks information and input to fully understand the cause of problems; takes action to remove obstacles and address problems before they impact performance and results; initiates the evaluation of possible solutions to problems; assesses risks before making a decision; does not take unnecessary risks; effectively navigates through ambiguity, using multiple data points to analyze issues and identify trends. • Creativity & Innovation: Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things; questions common practice and contributes to improvement of processes and outputs; proposes novel ideas; utilizes appropriate brainstorming techniques to generate ideas; researches current thinking and shares ideas; explores different alternatives that would achieve a similar output, with the goal of achieving process simplification or efficiencies. • Resilience & Managing Uncertainty: Adjusts thinking and behavior in order to adapt to changes in the job and work environment with limited stress; is able to work effectively in an unstructured environment; actively promotes and advocates the advantages of changes when new and credible information emerges; acknowledges uncertainty and shares constructive coping strategies with team members. • Communication & Interpersonal Effectiveness: Effectively and appropriately interacts and communicates with others to build positive, constructive, professional relationships; tailors communication style and messages based on the audience; seeks to understand others' points of view, observes verbal and non-verbal cues to encourage open and honest discussions; uses clear, precise, and error-free language; invites and encourages others to participate in discussions; identifies and helps to resolve interpersonal conflict between team members; does not jump to conclusions or act on assumptions. • Customer Focus: Identifies, considers, prioritizes, and takes action on the needs of both internal and external customers; uses knowledge about the customer to inform decision making and problem solving; strives to provide additional value to the customer experience; actively solicits internal and customer feedback in order to improve the relationship; suggests ways to improve the customer experience. • Technology: Proficient with Microsoft productivity suite, association management systems, customer relationship management software, grants management software, and other functional software relevant to area of responsibility. WORKING CONDITIONS • Work is performed in an interior office setting which has no adverse environmental conditions expected. • Hybrid Role requiring travel up to 10% and in office time. • Work involves frequently sitting for extended periods of time, frequently talking or hearing, frequently operating a computer, and occasional light physical effort (lifting, pushing, pulling, carrying, etc.) objects weighing up to 25 lbs. • Work requires frequent ability to comprehend direction and adhere to policies or established procedures, ability to use logic to make sound decisions, ability to interpret and analyze data, ability to gather and organize information for a wide variety of audiences, ability to read and write a variety of materials, and ability to adapt well in the face of workplace stressors. The Executive Leadership Council is an Equal Opportunity Employer. It is our policy to ensure equal employment opportunity without discrimination or harassment based on an individual's race, color, religion, sex, national origin, disability, age, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation, political affiliation, genetic information, or any other protected characteristic as defined by federal, state, and local law Job Posted by ApplicantPro
Company:
The Executive Leadership Council
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: It Support Manager
It Support Manager is a Technology IT Specialist Job at The Executive Leadership Council located in Washington DC. Find other listings like It Support Manager by searching Oodle for Technology IT Specialist Jobs.
It Support Manager is a Technology IT Specialist Job at The Executive Leadership Council located in Washington DC. Find other listings like It Support Manager by searching Oodle for Technology IT Specialist Jobs.