Director of Infrastructure & Computer End Use

Interfaith Ministries for Greater Houston•Houston, TX

6h•Onsite

About The Position

Interfaith Ministries for Greater Houston, now IM Houston, is Greater Houston’s longest-serving interfaith-based social services organization. Originally founded in 1964 as Protestant Charities, we’ve evolved to reflect Houston’s rich diversity of faiths and cultures. Our mission is to bring people of diverse faith traditions together for dialogue, collaboration, and service, as a demonstration of our shared beliefs. While our name and logo have been refreshed, our commitment to empowering individuals and uniting communities has never been stronger. Our core services include: Meals on Wheels/Animeals, Refugee Services, Interfaith Relations and Community Partnerships, Volunteer Houston. While each program serves distinct communities, all are unified by our shared commitment to building a more respectful, connected, and caring society. Service is at the core of our work. Through empathy and resilience, our employees bring meaningful connection and support to those we serve.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience.
Minimum of 5-6 years of experience in IT leadership, and hands-on IT management and support in organizations with 100+ employees.
Experience working with or alongside a Managed Service Provider (MSP) or external IT support vendor.
Familiarity with IT frameworks such as ITIL or CIS Controls.
Experience with IT procurement, vendor management, and budget tracking.
Knowledge of cybersecurity best practices and security awareness program management.
Desktop and laptop hardware maintenance and troubleshooting
Computer imaging
Endpoint management
Strong working knowledge of Windows 11 and Microsoft technologies
Microsoft 365 (including Outlook, Teams, Teams Phone, OneDrive, SharePoint, and Office applications) and other enterprise productivity applications
Software installation, configuration, and troubleshooting
Peripheral and printer support
Disaster recovery, and business continuity experience
Mobile device management, maintenance, and troubleshooting
Familiarity with basic operational administration of Microsoft infrastructure and services, including Active Directory, Entra ID, Exchange Online, and Intune.
Understanding of fundamental networking concepts and technologies (TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, switches, wireless access points)
Familiarity with industry security best practices
Familiarity with conference room audiovisual systems
Strong leadership skills to effectively manage and guide internal resources, our MSP, and other technology partners
Strategic thinker who can develop multi-year strategic IT plans and roadmaps
Strong interpersonal and customer service skills, with the ability to work effectively with both end users and external service providers
Clear verbal and written communication skills, including the ability to document issues and solutions thoroughly
Ability to prioritize tasks and manage workload in a shared-support environment
Strong problem-solving and analytical skills
Ability to work independently while collaborating effectively with internal teams and the MSP.
Strategic thinking with strong execution capability
High emotional intelligence and sound judgment
Ability to influence and partner across all levels of the organization
Strong communication and presentation skills
Cultural competency and commitment to inclusion
Results-driven with a focus on systems, structure, and accountability

Responsibilities

Develop and manage the organization's Infrastructure and end-user IT strategy and roadmap in collaboration with the VP of Compliance & Operations, supported by Managed Services Partner recommendations
Ensure that IT policies and security best practices are properly defined, implemented, and enforced to ensure compliance and data security
Define, Manage & Support the Microsoft 365 end-user portfolio, including Outlook, Teams, Teams Phone, OneDrive, SharePoint, and End-User desktop applications such as Adobe. Implement and maintain Microsoft 365 security best practices
Manage organization-wide Teams and SharePoint structures to support collaboration and document management
Oversee backup and disaster recovery solutions; test and document restoration procedures regularly
Manage vendor relationships and contracts for internet, telephone, and hosted services
Monitor & Manage MSP adherence to service Level agreements & project delivery commitments (on time, to agreed scope & on budget), ensuring on-site operations and end-user productivity as defined in each Statement of Work
Manage & participate in IT project delivery, system upgrades and rollouts, and other technology initiatives in collaboration with MSP engineers
Maintain hardware and software inventory (ITAM) and procure new hardware and software as needed
Develop and maintain internal knowledge base articles and end-user documentation as needed
Lead incident reviews, root cause discussions, and service improvement efforts
Technical liaison between the organization and the MSP, and other technology vendors and partners
Serve as the primary presence on-site for required in-person technical support for 150+ employees across three sites, working collaboratively with the MSP to diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues, resolve incidents, and service requests
Provide on-site support for Windows laptops and desktops, printers, monitors, docking stations, peripherals, and standard productivity and other organizational applications in conjunction with the MSP L1 Support Helpdesk.
Periodically assist and augment the MSP with basic operational administration of Microsoft infrastructure and services, including Active Directory, Intune, Entra ID, and Exchange Online
Assist MSP with employee onboarding and offboarding, including preparing and deploying devices for new hires, coordinating access provisioning and deprovisioning with the MSP, recovering equipment, and periodically creating, modifying, disabling, and deleting user accounts
Oversee and maintain IM’s multi-use conference room audiovisual systems in all buildings