- Manages all aspects of Tier 1 and Tier 2 support services
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
- Establish and implement ITIL standards.
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to promote self service.
- Develop and maintain Technical Support/knowledge base.
- Manage IT Procurement. Application Services
- Serves as a connector between departments, understanding the business needs, and ensures that solutions align with the organization's strategic goals and objectives;
- Monitors application system health and establishes protocols and develops corrective action plans to respond to incidents.
- Develop account management protocols for Working America applications.
- Manages and works with cross-team projects.
- Manage the lifecycle of applications and systems, including planning, deployment, maintenance, and upgrades.
- Perform root cause analysis and troubleshoot complex technical issues.
- Implement and enforce IT policies and procedures to ensure security and compliance.
- Monitor system performance and proactively identify and address potential problems.
- Work with business stakeholders to understand their needs and translate them into technical solutions by documenting user stories, requirement documents, and test cases.
- Manage and lead a team of IT professionals, providing coaching, mentoring, and performance feedback.
- Stay up-to-date on the latest technologies and trends in application and system management.
- Develop and implement documentation for applications and systems.
- Contribute to IT projects as needed.
- Ability to respect diversity and work collaboratively with individuals of diverse cultural, social and educational backgrounds.
- Other duties as assigned.
- 8+ years of experience in application and systems management.
- Experience with a variety of operating systems, including Windows, Linux, and macOS.
- Familiarity with managing cyber security event management and response.
- Experience with PostgreSQL or SQL Server.
- Experience with scripting languages such as Python or PowerShell.
- Experience with implementing webhooks.
- Experience with ITIL foundations with a strong emphasis on event management / monitoring.
- Experience with cloud computing technologies is a plus.
- Experience with Action CRM and communication tools preferred.
- Experience working with and/or Quickbase strongly preferred.
- Experience with SMS platforms strongly preferred.
- Experience with NGP VAN or NationBuilder or Mobilize is strongly preferred.
- Strong understanding of IT security principles and best practices.
- Proven ability to lead and manage a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and as part of a team.
- Strong analytical and critical thinking skills.
- Detail-oriented and organized.
- Washington, DC
- Full-time
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IT Manager of Support - Washington, United States - Working America Associa
Description
IT Manager of Support & Application ServicesAt Working America, we believe in the power of collective action. Our mission is driven by the stories of working individuals who, together, can bring about significant change.
With a membership of four million voices, our reach spans across various sectors, organizing those without the benefit of a union.
As the community affiliate of the AFL-CIO, we unite working people around a shared economic agenda.Our IT Manager of Support & Application Services will be responsible for the overall health, performance, and security of the applications and systems managed by the Data & Technology department.
The IT Manager of Support & Application Services manages and leads Tier 1 and above support services, working closely with business stakeholders to understand their needs and translate them into technical solutions.
You will also be responsible for leading and managing a team of IT professionals to ensure efficient and effective operations.
The manager is expected to get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead their team to exceeding performance expectations.Reports to:
Chief Information Officer
Key Responsibilities Support Services
FLSA Classification:
Exempt
Starting salary is $118,128.
Includes medical insurance and 401(k) with employer contribution. Working America is an equal opportunity employer.
Working America is committed to building a diverse workforce and encourages applications from women, people of color, LGBTQIA and other non-conforming individuals, and individuals with disabilities.
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