Location: Charlottesville,VA, USA
IT Operations ManagerPurpose: The IT Operations Manager leads the Operations function of the Foundation's IT department, which includes managing Service Desk, end user communications, workstation and device lifecycle, technical components of exhibits, and audio/visual requests. Support items in scope of Service Desk include Active Directory account management, workstations, devices, on-premises and hosted application access and client support (including Microsoft 365), VoIP phone handsets and extensions, and conference/meeting set-up.We will look to you to: Be responsible for the Operations function from intake to resolution, including escalation procedures and working with other IT teams and other departments to resolve complex issues. Manage the Service Desk team, including organizing schedules, ensuring we have proper on-site coverage during Foundation operating hours and special events, identifying supplementary support needs when necessary, providing coaching to team to ensure standards for customer service and communication are being met, and looking for opportunities to improve service based on trending ticket data. Report on Service Desk incident and request response. Provide outage and planned service communications to the Foundation. Lead our cross-department Power User Group to share IT updates and get feedback from across the Foundation. Coordinate with Events and other departments to play for audio/visual support for meetings, conferences, lectures, and special events. Purchase or lease workstations and related peripherals/accessories, manage a loaner pool of laptops for short-term replacements, maintain an updated inventory of workstations. Advise Infrastructure team on impact to end users for network, security, or administration changes. Maintain the IT department SharePoint, ServiceDesk Plus, IT knowledge base portals. Manage in-scope vendors to ensure services are aligned with agreements and Foundation standards. Ensure compliance with in-scope Foundation policies and procedures, as well as provide needed evidence for periodic reviews and audits.Skills and Abilities: Empathetic approach to customer service with a drive to resolve the problems experienced by our internal customers while meeting standards for communication and service. Experience with managing a technical support team, including using a ticket management system and scheduling support coverage. Using metrics, provide reporting to management and feedback to the Service Desk team. Technical experience with troubleshooting hardware, software, and basic networking issues. Experience managing workstation inventory, including ordering replacement machines, setting up an imaging process, and monitoring impact of new applications/services on system resources. Ability to manage multiple projects and initiatives simultaneously. Excellent written and verbal communication skills. Strong management skills, particularly with coaching, providing timely actionable feedback to staff, and strategies for dealing with difficult personalities and situations. Prior experience supporting audio/visual systems is a plus.Physical Demands and Work Considerations: Lifting and carrying of 50 lbs. with or without assistance. Bending, stooping, crawling required on weekly and sometimes daily basis. Must be comfortable working in enclosed and tight spaces. Must be comfortable working on ladders. Monticello is located on a mountaintop - walking on inclines and uneven terrain is required. Personal use of car to transport equipment and to travel to and from various Foundationlocations is required. Monticello operates on weekends and IT on-site support is required to support our revenue-related systems.Education and Experience: Bachelor's degree or equivalent combination of education, training and related experience in computer science, management information systems, computer engineering or related discipline. At least 5 years of experience in IT with progressive increase in responsibilities. History with a service desk position would be a plus. At least 3 years of IT management experience.We provide:•Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more!).•Fitness club membership discount.•Discount in the Monticello Café, gift shop, and Monticello online catalog.•Employee Assistance Program (EAP) - free for employee and dependents.•$500 employee referral bonus.•Exciting quarterly social events for all employees.If you believe this opportunity is the right fit for you, we encourage you to apply!