IT Operations Manager

The Trustees of Reservations•Boston, MA

30d•$98,000 - $112,000•Hybrid

About The Position

Are you a motivated and self-directed individual with strong customer service, communication, and technical skills? Our IT team is seeking an IT Operations manager to help oversee day-to-day IT operations, provide enterprise level support, and implement new tools, technologies and procedures. As the IT Operations Manager, you will have a wide array of responsibilities including providing support for software, hardware, networks, mobile devices, and telephony. You’ll work with the IT Director and other IT Technicians to provide support to a dynamic organization with an important mission.

Requirements

Minimum 2+ years of Office 365 Administration experience in a professional setting
A strong understanding of networking concepts
The ability to work independently
Experience providing high quality customer service and problem solving
Excellent communication skills
Proven track record of process improvement
Must have a personal form of transportation for transit to property sites as necessary
Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
A satisfactory criminal background (CORI) check.

Nice To Haves

5+ years of experience in IT, preferably in a non-profit environment with multiple technology sites
Experience administering MS Teams Phone
Experience with JAMF (MDMs), NinjaOne, and Freshdesk (helpdesk software)
Experience with IT Vendor Management and working with external software partners
Experience managing an IT direct report

Responsibilities

Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner.
Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures.
Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times.
Maintain central office and satellite location networks
Manage and coach IT Technician/s on the team
Oversee Asset Management across the organization
Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner.
Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention.
Maintain clear and effective communication with end users, ensuring they are informed throughout the support process.
Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently.
Identify recurring technical issues and work with other IT teams to find long-term solutions.
Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures.
Track and report on common support issues and escalate problems to appropriate departments when necessary.
Proactively monitor and identify potential IT problems before they impact users.
Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics.
Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs.
Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience.
Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures.
Stay up to date with industry trends and best practices in IT support and helpdesk management.

Benefits

Sick time: 15 days per year
Vacation time: 20 days per year
Holidays: 12 observed holidays, 3 floating
Health Insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits.
Short-Term and Long-Term Disability Insurance
Massachusetts Paid Family Medical Leave
Life Insurance
401k with 5% match after 1 year of employment
Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice.
Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.
Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns.
Day of Wonder: Spend one workday per year to exploring a Trustees property
Day of Service: Spend one workday per year to helping with a project at a Trustees property