IT Manager - Burlington, United States - Champlain Housing Trust

Description

Job Description

Hiring Range: $73,000 to $86,000 annually, paid bi-weekly

The IT Manager is responsible for ensuring the efficient, secure operation of Champlain Housing Trust's (CHT's) information technology systems and networks, including all related software, hardware, devices and peripherals. The IT Manager performs and/or oversees all related tasks with a commitment to equity, inclusion, people-centered service, and a focus on building a strong and collaborative team environment. This individual must exhibit expert skills in a Microsoft 365 environment, a high level of integrity, a positive outlook, and a passion for continuous learning related to information security and technology trends, tools, and best practices.

Essential Job Duties

Staff Supervision and Development

• Train and advise Help Desk Technicians on internal IT support systems, including help desk suite, project management software, time-keeping, database management, hardware inventory, mobile device management, mass-texting programs, and others as required.
• Provide or recommend training for Help Desk Technicians as appropriate to promote professional growth and development.
• Delegate tasks to the Help Desk Technicians as appropriate, providing clear expectations regarding performance and deadlines.
• Monitor performance, provide regular constructive feedback, set clear goals, and perform all performance reviews in a timely manner.
• Communicate issues of concern to CAFO in a timely manner and coordinate disciplinary actions when applicable and appropriate.
• Coordinate scheduling and attendance, including remote office trips and off-hours support if required. Approve timesheet and time-off requests, ensuring staff coverage for IT systems as much as possible.

Network Administration, Internet, and Data Security

• Responsible for daily administration of company-wide networks (including headquarters and offsite locations), researching, working with, directing, and overseeing consultants or contractors as applicable.
• Responsible for ensuring data/information security, including Managed Endpoint Detection and Response services, antivirus software on all workstations and servers as applicable, email and data encryption when necessary, malware prevention, spam filter maintenance, and web filtering software. Recommend end-user policies and procedures and best practices as appropriate.
• Responsible for organizational data connectivity, including ISP accounts and contracts, office WAP's, LAN/WAN interfacing, cable management, and headquarters'/satellite offices' network monitoring.
• Ensure that CHT's data connectivity is as consistent and optimal as possible, and work with service providers to resolve any interruptions in service. Evaluate organizational needs at least once annually, and evaluate alternative service providers and plans on a regular basis, recommending upgrades or changes as applicable.
• Monitor all company firewalls and perform periodic firewall health-checks including shared ISP bandwidth connections, traffic shaping, QoS, etc.
• Manage network projects proactively with a strong focus on quality and meeting established deadlines.

Troubleshooting, Maintenance, and Support

• Establish procedures and policies related to staff profiles, including MS365 administration, AD and Exchange account addition, removal, and maintenance.
• Plan and prioritize upgrades and maintenance for all workstations and servers, proactively anticipating needs and minimizing downtime as much as possible.
• Establish and help carrying out PC preventative maintenance and optimization programs.
• Delegate, respond, or escalate help desk tickets within a prompt, timely manner.
• Evaluate, research, and analyze PC hardware and software (including OSes, browsers, and others) making recommendations for improvements based on most current technologies and trends and organizational needs.
• Order/delegate ordering of support hardware when needed, including, but not limited to: laptops, docks, desk phones, cell phones, peripherals, networking equipment, etc.
• Provide technical support to staff related to third-party software suites, such as MS Office 2019/MS365 (Word, Excel, Power Point, Access, etc.), Adobe Creative Cloud (including Acrobat, Adobe Acrobat Reader, Photoshop, etc.), department-specific programs (MIP Fund, RealPage Onesite, Citrix, Fortinet VPN, etc.), and others.
• Manage SSL Certificates/renewals through registrar suites and web hosting provider.
• Support installation, maintenance, and requests of security cameras and systems.

Phone, Printer, Fax, Postage Administration and Maintenance

• Contract administration and all tasks related to implementation, optimization, and use of printers and phone setup for all CHT locations.
• Responsible for administration of CHT cell phones including device inventory, account security and maintenance, and mobile device management platforms.
• Responsible for printer/fax/postage machine maintenance and support (including delegating to in-house techs or contracted providers).
• Maintain phone service contracts for CHT administrative offices including resolution of vendor issues, monitoring and evaluating service levels and plans regularly making recommendations to insure the most cost-effective options are used.
• Monitor and maintain company-wide VOIP services (including soft phones and hard phones), assisting front desk and maintenance department personnel with off-hours messaging, call routing, and system support.

Planning and Documentation of Systems

• Create and maintain documentation of network devices and appliances, IP addresses, DCHP pools, static IP's, and support systems.
• Create and maintain documentation of all desktops, laptops, cell phones, tablets, support hardware, support software, and others in inventory.
• Manage and administer IT department project-management methodologies and software. Plan and execute daily and weekly meetings to create and assign deliverables, deadlines, and completions. Track project progress and report to CAFO regularly on statuses.
• Maintain CHT emergency contact list.
• Draft and provide monthly board-packet updates, including help-desk trends and major projects, with focus on departmental goals derived from Champlain Housing Trust strategic plan.

IT Budget

• Project future IT expenses based on historical information, known turnover needs, and other anticipated needs, planning at least two years in advance.
• Create annual IT expense budget in consultation with CAFO and Director of Finance as applicable.
• Make recommendations for purchases appropriate to CHT's needs and perform Requests for Proposals when required by CHT Procurement Policy.
• Monitor IT budget against CHT Monthly Financials; explain significant variances and purchases if applicable.
• Code IT invoices and submit to Accounts Payable in an accurate and timely manner.
• Communicate with Accounts Payable on regular basis to ensure coding and payments are correctly applied

IT-Related Company Training

• Responsible for research, development, and delivery of trainings and materials to promote proper use of hardware and software by CHT staff. Training may occur on individual or group settings as appropriate. Written materials must communicate technical information clearly and in a manner that can be understood by all levels of users.
• Work with CAFO, Recruitment and Engagement Manager, and CHT staff to identify training needs and develop or coordinate training opportunities as needed.
• Responsible for researching solutions to recurring technology problems, recommending new approaches or longer term training solutions as appropriate. Report any chronic technology problems to CAFO and managed services provider.

Disaster Recovery

• Create and maintain documentation for IT portion of disaster recovery planning.
• Responsible for creation, implementation, and dissemination of company data backup software and Disaster Recovery Plan in collaboration with executive team, program staff and consultants as applicable, updating whenever key system, software, or staffing changes occur to minimize down time if an emergency occurs.
• Maintain copy of software and installation documentation.
• Work with Disaster Recovery team on plan and process, and make hardware and software equipment available for Disaster Recovery.
• Maintain file retention/backup software and hardware, performing regular checks to ensure data integrity/longevity.

Qualifications

• 7+ years experience working in a professional environment demonstrating strong command of Windows 10 and Windows 11 Operating Systems, MS365 (Exchange, Azure AD, Sharepoint, Outlook, Teams, etc.), MS Server 2019, Citrix, PowerShell, LANs, WANs and VPNs, iOS, and VOIP technology required.
• 1-3 years of supervisory experience in an IT environment strongly preferred.
• Equivalent combination of education, applicable certifications and experience may be considered.
• Advanced level of skills in an MS365 environment required, including Azure AD, SharePoint, OneDrive, and Teams.
• Excellent interpersonal, active listening, problem solving, coaching and mentoring, customer service, organization and planning, and project management skills are required.
• A commitment to cultivating an inclusive and equitable environment is required.
• Must have ability to exercise patience, discretion and utmost confidentiality.
• Attention to detail, positive attitude and a strong work ethic are required.
• Must have reliable transportation.
• Must have ability to pass a criminal background and credit check.

Physical and Mental Abilities

The IT Manager must have the physical and mental abilities to perform all essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties. The job entails long periods of sitting at a desk. There will be prolonged periods of computer work. While performing the essential duties of this job the IT Manager will have to use eyes, hands and fingers, and walk, stand, reach, or lift up to 50 pounds. Driving is required on a regular basis.

Work Atmosphere

Champlain Housing Trust is a non-profit, member-based organization. The work entails significant self motivation. Regular travel between multiple offices in Chittenden and Franklin/Grand Isle Counties will be required to fulfill job responsibilities. Occasional travel and frequent meetings and seminars will be required.

Equal Opportunity Employer - CHT is committed to a diverse workplace and highly encourages women, persons with disabilities, Section 3 low income residents, and people from diverse racial, ethnic and cultural backgrounds to apply.