Manager, Information Technology

VEIC•Winooski, VT

1d•$110,000 - $120,000

About The Position

VEIC is seeking an experienced, team-oriented Manager, Information Technology to manage, direct, and develop its IT Service Desk and Client Service Teams. The role supports effective delivery of client computing capabilities, technology standards, request management processes, and customer service for internal and external customers. It develops Service Desk capabilities; manages, mentors, and supports staff; monitors and reports key performance indicators to IT and VEIC leadership; and oversees longer-term IT projects. The manager works with business leaders to identify and implement technology solutions, participates in IT strategic planning, budgeting, and leadership, and supports a mission-driven, creative, enjoyable, and stimulating work environment. This position primarily involves desk-based work with extensive collaboration and communication. It does not require regular travel; occasional attendance at company events or meetings, typically 0–2 times per year, may be encouraged and is often optional or available virtually. VEIC provides ergonomic assessments and appropriate accommodations as needed and encourages movement breaks and flexible work arrangements. All positions are subject to criminal background checks in compliance with applicable laws.

Requirements

Bachelor’s degree and five years of management experience, including at least four years managing a service or support desk, or a comparable combination of education and experience.
Experience in leadership, facilitation, change management, staff supervision and development, project management, communications, and developing and attaining goals.
Strong commitment to VEIC’s mission, vision, goals, and values.
Ability to manage staff and subcontractor resources and work effectively across an organization with a focus on customer needs.
Demonstrated experience troubleshooting and supporting networks and client systems.
Strong interpersonal skills and excellent written and oral communication skills.
Ability to work collaboratively with technical and non-technical staff.
Ability to stay organized, detail-oriented, and accurate, and manage multiple tasks and competing priorities in a dynamic, fast-paced environment.

Nice To Haves

Experience supporting macOS devices, network connectivity, endpoint security tools, desktop troubleshooting, and commonly used business applications.
Experience supporting and administering Microsoft AI tools, including Microsoft 365 Copilot, Copilot Chat, Copilot Cowork, Copilot Studio, and AI agents; familiarity with user enablement, licensing, access controls, data security, governance, troubleshooting, and responsible AI practices.

Responsibilities

Work with business leaders to establish priorities for improvement and enhancement, and serve as the principal escalation point for requests and incidents.
Evaluate Client System and Service Desk systems, processes, practices, and staffing levels against VEIC’s growth needs and goals; report KPI data and trends to leadership and others on an ad-hoc, weekly, monthly, and as-needed basis.
Oversee development and maintenance of IT’s knowledgebase and ensure high-quality solutions are available to staff.
Collaborate with technology leaders to establish and maintain support processes for internally developed customer- and staff-facing applications, including application administration, troubleshooting, and triage.
In collaboration with the Director, Information Technology, review and approve purchases in alignment with IT’s corporate budget and assist departments in managing technology costs.
Facilitate technology training conducted by the IT Department.
Collaborate with the Manager, Infrastructure Engineering, Manager, Information Security, and Director, Information Technology, on the design and long-term planning of VEIC’s network and infrastructure.
Supervise, mentor, and develop team members; provide ongoing constructive feedback, set work and professional development goals, coach staff, support performance improvement, and participate in recruitment and orientation.
Participate in IT leadership planning, budgeting, and leadership for VEIC’s Information Technology Department.
Manage and oversee vendor support relationships.
Support VEIC activities as necessary to accomplish organizational goals and objectives.
Perform other duties as assigned.