IT Support Manager

Shelburne Farms•Shelburne, VT

5d•Hybrid

About The Position

Shelburne Farms is seeking a resourceful and service-minded IT Support Manager to provide IT systems and training support for staff, volunteers, and campus operations. This position is the sole IT support provider onsite, reporting to the Chief Operations Officer, and working closely in partnership with the farm’s external Managed Service Provider (MSP) support. As a mission-driven organization with a large, distributed campus and a diverse workforce, we rely on technology to advance our work every day. This role is the frontline of that effort, ensuring our people have the tools and support they need to do their jobs effectively, including the software used for each enterprise, such as hospitality, mail order, retail, donor management, dining, etc.

Requirements

Experience in a help desk, desktop support, or IT support role.
Proficiency with Windows and/or macOS environments and Google Workplace and Microsoft Office and 365.
Familiarity with Active Directory, user account management, and basic networking concepts.
Strong interpersonal and written communication skills.
Comfort working with a variety of user types, including those with limited technical backgrounds.
Ability to manage competing priorities and work calmly under pressure.
A valid driver's license and ability to move between campus buildings as needed.
Experience supporting a multi-faceted organization.

Responsibilities

Serve as the primary point of contact for technology support across our campus, responding to requests from staff at all levels of technical ability.
Diagnose and resolve hardware, software, and connectivity issues on desktops, laptops, mobile devices, and peripherals.
Set up and support AV equipment for meetings, trainings, and events in buildings across the entire campus.
Onboard new employees and volunteers, including account creation, device setup, and orientation to systems.
Manage and troubleshoot IT operating systems support, including identifying complex issues requiring assistance from external IT consultants or vendors as appropriate.
Support a range of platforms including Windows, macOS, Google Workplace and Microsoft 365, etc.
Maintain accurate records of assets, configurations, and service history.
Network troubleshooting (Wi-Fi connectivity, VPN, printer access) across multiple buildings.
Document processes, procedures, troubleshooting, and how-to guides for end users.