Job Description
JOB SUMMARY:
The Infrastructure Services Manager shall supervise the Global IT staff and manage all operational-related processes, ensure that the operation of EngenderHealth’s IT Infrastructure meets defined service levels, and serve as the service owner for all IT services and solutions. This position is responsible for executing the technology transformation and cloud strategy of EngenderHealth. This role will be responsible for personnel decisions related to managing the global IT support team, to establish and enforce appropriate policies and procedures, and ensure the efficient and secure operations of EngenderHealth’s infrastructure. Finally, this role will also be responsible for providing direct support to headquarters office staff based in Washington, DC. Supervises members of the global IT team. The IT Infrastructure Services Manager is not eligible for full-time telework.
The IT Infrastructure Services Manager is responsible for both managing and providing tier 3 technical support to the global IT support team, and the DC-based headquarters office.
Duties include:
- Supervises direct reports on Global IT staff with responsibility for hiring, firing, discipline, performance evaluations, assignments, work flow, deliverables, and staffing.
- Acknowledges and resolves technical problems dealing with software, hardware, networking, and Internet connectivity in a timely and courteous manner. Problem resolutions made available as a “lessons learned” resource to other technology team members.
- Provides day-to-day network administration, and system upgrades/installations for the DC office. Provides support for the unique technical needs of remote computing users and telecommuters.
- Provides project management to support broad scope IT implementations and projects. These projects could include migration to cloud services, new servers, or rolling out new technologies.
- Supervises the deliverables and prioritizes the work of the Global IT staff to include the creation and close-out of IT services for new or closing country offices. IT services to include procurement of networking hardware, servers, UPSs, internet connectivity, and so on. May include travel to field office locations as needed.
- Assists the Director of Technology with the creation and implementation of new policies and procedures and other IT-related initiatives.
- Assists the Director of Technology with the roll-out of new applications, cloud services and technologies. This could include budgeting, cost tracking, drafting policies, and training staff.
- Configures, tests and creates deployment documentation for new equipment for EngenderHealth staff for use in domestic and field offices.
- Assists the Director of Technology with the evaluation and creation of hardware standards (laptops, networking equipment, and other related equipment) to standardize equipment across field offices.
REQUIREMENTS:
Must possess the following requirements with or without a reasonable accommodation.
- Bachelor’s degree in Information Sciences or related field PLUS four (4) years related job experience in a IT support or management role, OR a minimum of six (6) years of equivalent job experience in the IT field in a technology support or management role.
- Minimum three (3) years’ experience supervising personnel decision-making for direct reports
- Four (4) years or more of experience supporting, maintaining and administering Microsoft Windows Networking systems, including Windows Server 2012/2016, MS Active Directory, network equipment (servers, switches, firewalls) and troubleshooting techniques.
- Two (2) years or more of experience administering a Microsoft Office 365 tenant account, including Exchange on-line and Azure AD.
- Four (4) years or more of experience with desktop and laptop system configurations, using deployment tools like MDT, and basic PC hardware maintenance in a Windows 10 environment.
- Minimum three (3) years of experience managing a cloud-based infrastructure using Amazon AWS or Microsoft Azure.
- Minimum Four (4) years of experience working with state-of-the-art, robust infrastructures, and using best practices to design, deploy, and maintain both on-premise and cloud-based systems.
ESSENTIAL SOFT SKILLS:
- Interpersonal skills to build credible relationships quickly.
- Ability to work as an effective team member and collaboratively with other team members.
- Ability to work on projects with moderate supervision to prioritize tasks, follow and meet established timelines, and follow budget constraints.
PREFERRED SKILLS, ABILITIES, AND FUNCTIONS:
- Experience supporting a global infrastructure across multiple international offices.
- Experience supporting human resource applications, such as applicant tracking system (ATS), payroll, timekeeping, and/or HR information system (HRIS).
- Experience supporting accounting systems.
Disclaimer
The above statements describe the general nature and level of work being performed by the person(s) assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Employees can be asked to do other comparable duties as assigned.
EngenderHealth provides equal employment opportunities (EEO) to all employees and applicants for employment, without regard to race, creed, ancestry, citizenship, religion, color, gender, gender identity, gender expression, age, national origin, political belief, sexual orientation, genetic information, status as a victim of domestic violence, marital status, disability or any other protected characteristic or status under applicable federal, state and local laws.
EngenderHealth complies with applicable federal, state and local laws governing non-discrimination in employment in every location in the United States in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
