Information Technology Manager

FareStart•Seattle, VA

1d•$104,055 - $113,989•Onsite

About The Position

This position oversees and manages the organization’s information technology (IT) systems and infrastructure, including hardware, software, networking, and security. This position provides operational oversite of the managed IT services provider along with onsite and remote technical support to staff, volunteers, and other individuals who have FareStart equipment and/or network access.

Requirements

Bachelor’s degree in related field, four (4) or more years of IT experience including end-user support and systems administration, and managing/coordinating work performed by a managed service provider; and/or an equivalent combination of education and experience.
Experience in administering Microsoft 365 (Exchange, SharePoint, Teams, OneDrive, Entra ID/Active Directory).
Working knowledge of networking fundamentals (DNS, DHCP, subnetting, VLAN concepts, VPN troubleshooting).
Demonstrated experience with endpoint management tools (e.g., Intune) for configuring and securing Windows devices and troubleshooting hardware, software, networking, and authentication.
Demonstrated knowledge of cybersecurity fundamentals, endpoint protection tools, and PCI DSS compliance requirements.
Ability to work at and travel to all FareStart locations.
Ability to multi-task in a fast-paced environment with excellent communication skills.
Ability to work effectively independently and as part of a team, within diverse teams and environments.
Ability to communicate effectively and comfortably with audiences of different backgrounds and experiences.
Ability to display sensitivity, tact, and responsiveness in various situations and maintain a high level of confidentiality.
Ability to listen, give and receive feedback in a productive and professional manner.
Excellent written and verbal communication skills with the ability to adapt communication based on audience and purpose with inclusivity.
Ability to disseminate information effectively to appropriate levels.
Demonstrated excellent interpersonal, negotiation, and conflict resolution skills.
Excellent organizational skills with the ability to balance and prioritize multiple tasks and requests and meet deadlines in a professional manner.
Ability to evaluate problems and effectively solve them in a timely manner.
Ability to respond to concerns with empathy and inclusivity.
Ability to delegate responsibilities, work with others, and coach employees to develop their full potential.
Provide helpful, behaviorally specific feedback to others.
Regularly meet with employees to review their development progress and express confidence in their abilities to be successful.
Engage in open and honest communication.

Nice To Haves

CompTIA, Network+, Security+, and/or relevant Microsoft certifications (e.g., Microsoft 365, Windows endpoint management, or security fundamentals).
Experience supporting SharePoint permissions, access issues, workflow automation, Microsoft Teams phones, and conference room A/V technology.
Familiarity with enterprise security practices (MFA, encryption, log management, etc.), and virtualization concepts or environments (e.g., Hyper-V, EC2) sufficient to coordinate with managed service providers.
Experience with backup or monitoring tools, working in multi-state or non-profit environments, and project coordination/project management.

Responsibilities

Develop and maintain annual and multi-year technology roadmaps aligned with organizational needs.
Support annual IT budgeting with hardware lifecycle input, software licensing forecasts, and vendor cost information.
Audit software licensing prior to renewals ensuring accurate counts and identifying optimization opportunities to reduce unnecessary spending.
Maintain and update IT policies and participate in technology related change management and communication.
Oversee managed IT service provider by monitoring service quality, service level agreement performance, ticket activity, and support requests for proposal (RFP) processes as needed.
Confirm issues internally before escalating to reduce external support hours.
Coordinate project requirements, internal pre-work, and task alignment with the provider.
Communicate maintenance windows, outages, and system impacts.
Oversee technical PCI controls performed by the managed services provider and ensure compliance with PCI DSS requirements.
Lead operational PCI DSS activities and coordinate administrative and documentation requirements, including training assignments and tracking, device inspections, etc.
Assist with administration of Microsoft 365, SharePoint, OneDrive, and Entra ID/Active Directory.
Troubleshoot permissions, access issues, syncing, and configurations.
Perform application troubleshooting and support printers, copiers, and print-server functions.
Conduct endpoint security checks and address non-critical remediation needs.
Troubleshoot network issues such as IP conflicts and VLAN handoff problems.
Validate patching, antivirus updates, and monitoring alerts completed by the service provider.
Develop and maintain documentation for procedures, troubleshooting guides, and best practices.
Provide training for staff, interns, and volunteers as needed.
Provide onsite and remote assistance to staff, interns, and volunteers and other individuals who have FareStart equipment and/or network access.
Provide workstation troubleshooting, imaging and rebuilds, connectivity issues, WiFi and wired network problems, support Microsoft application issues, support conference room A/V and Teams Rooms hardware, set up workstation peripherals, and manage end-user ticket intake, triage, communication, and resolution.
Configure accounts, devices, MFA, software, and assign appropriate licenses and access rights for new hires.
Assist with timely retrieval of equipment from departing staff and remove access, licenses, archiving data, and wiping/redeploying devices.
Lead and support FareStart’s IT projects by gathering requirements, coordinating timelines, and communicating impacts to staff.
Prepare documentation and ensure readiness for implementation.
Maintain the inventory of hardware and software licenses.
Research and procure equipment and services based on organizational needs and budgets.
Review and make recommendations on vendor quotes, renewals, and service agreements.
Provide backup support for remote access to building systems (e.g., A/V, HVAC, and lighting).
Perform other duties as assigned.