Information Technology (IT) Systems Manager

About the Internal Operations Team 

This multifaceted team provides gold standard office coordination cross-departmental services to ensure the operations of the MCE team are running smoothly. The team follows a nimble and balanced model, responsible not only for the development of resources, templates, and framework, but also for the execution of administrative, project, and knowledge base tasks.

As an Information Technology (IT) Systems Manager

You will manage the development, implementation, and maintenance of IT systems. Your main tasks include overseeing large projects and collaborating with departments and vendors to ensure MCE’s technology runs smoothly. A key part of your role is leading MCE's IT Strategy to shape the company's technology direction. 

You will manage third-party providers for cell phone and desktop support, ensuring they deliver excellent customer service. This includes support for end-users, network administration, data migration, desktop support, training, and server management. You will work closely with MCE’s Technology and Analytics department, the Executive team, Legal, and other departments to carry out MCE’s IT Strategy.

This position requires you to work well with various MCE departments and provide excellent customer service. Strong technical skills in network infrastructure, data migration, and large-scale project management and implementation are essential. Clear communication is important to ensure staff have the necessary support to do their jobs. You will also handle large projects, keeping key stakeholders informed and improving efficiency.

Supervisory

This is a Supervisory Position

Key Responsibilities: (Illustrative Only)

Manage IT Systems and Strategy 

• Manage IT platforms and infrastructure, ensuring strategic alignment and system optimization.
• Manage third-party Managed Service Providers for cell phone and desktop support and ensure they maintain the highest degree of customer service and provide seamless end-user support.  
• Lead and project manage large-scale user-generated data migration and platform consolidation projects.
• Provide end-user education and training for new systems and tools, highlighting the operational efficiency created by newly implemented systems. Implement a strategic vision for new and supported systems.
• Identify opportunities for system optimization, redesign, or process improvement across the Agency's end-user information technology solutions and develop application strategies.

Security Implementation & Compliance

• Collaborate with Technology & Analytics and Legal teams to implement IT security measures and ensure compliance with set policies.
• Manage software updates to agency devices.
• Partner with Technology and Analytics on implementing updates to SSO (Single Sign-On) and suggest and implement account security protocols.
• Provide reports for Technology & Analytics and Legal Teams as requested.

Asset Management

• Maintain and develop technical documentation, user manuals, and inventory for hardware/software components.
• Ensure asset management processes are followed for deployed resources.

Server and Application Administration

• Maintain, monitor, and troubleshoot on-premises and partner with Technology and Analytics to support cloud-based servers/services, such as Egnyte, OneDrive, or SharePoint.
• Manage Google Apps and Microsoft 365 infrastructure and license allocation.
• Oversee the inventory of all hardware and software components.

Manage Network Infrastructure Administration

• Maintain, monitor, and troubleshoot network infrastructure, including routers, WIFI, switches, VPN, and firewalls.
• Provide seamless data and voice connectivity (LAN/WAN) between two office locations.
• Manage MCE’s agency-issued cell phones and provide ongoing end-user support and education on best practices for the use of devices.
• Oversee, coordinate support, and troubleshoot with the internet service provider, as needed.
• Manage the maintenance of interior wiring/cabling for new users and user relocation.

Desktop, End-User Support, and Vendor Management

• Evaluate and manage vendor contracts, ensuring cost-effective IT procurement.
• Manage end-user IT support, ensuring high-quality service is provided to MCE staff and handle escalations. 
• Improve and manage maintenance of standard operating procedures and documentation.
• Research, evaluate, recommend, and develop emerging technologies, hardware, and software that support the agency's operational needs.
• Manage education and training on IT systems, applications, and security for employees.
• Manage the maintenance of MCE devices, including laptops and cellphones, and provide customer service support to internal and external stakeholders as needed on troubleshooting issues. 
• Monitor the performance of internal and external helpdesk and provide reports on trends.

Qualifications: IT Systems Manager

Required Skills

• Proficiency in all aspects of written and verbal communications with external and internal stakeholders is crucial to our team's success and your role in it.
• Demonstrated experience in tools such as JIRA and Asana and frameworks such as Agile or Scrum.
• In-person office attendance is required for at least two days each week at either the MCE offices in Concord or San Rafael, with a strong preference for being in the San Rafael office. There may also be a need for travel between MCE offices and occasional work during evenings and weekends in response to emergencies.
• Expertise in network design and network monitoring tools and Windows and Microsoft 365.

Education & Experience

• Relevant experience and/or education equivalent to a Bachelor’s degree in computer science, information systems, electrical engineering, or a closely related field.
• A minimum of five (5) years of increasingly responsible experience managing IT teams or professionals, support of computer applications, operating systems, hardware, databases, security, and end-users, which included the design of systems, data, and communication architecture.
• Relevant Microsoft 365 and project management certifications or equivalent project experience or obtained within six months of hire with the (cost reimbursed by MCE). We are looking for a high level of proficiency in these areas.

Knowledge of

• Implementing and managing identity and access management solutions with SAML (Security Assertion Markup Language) e.g., Okta.
• Server Management, both on-premises and on the cloud.
• High-level familiarity with AWS (Amazon Web Service), Microsoft Azure, or Google Cloud, including hybrid infrastructure integration.
• Managing IT support operations, troubleshooting hardware/software issues, and expertise in Windows and macOS, as well as iOS.
• Hardware, software, and networking protocols utilized in standalone and integrated voice and data communications systems.
• The use and care of tools and equipment related to the installation, maintenance, troubleshooting, and upgrading of a range of voice or data networks and communication hardware and software.
• Installation and configuration of standard business and administrative software, including web-based application software.

Ability to:

• Take responsibility and work independently.
• Handle multiple ongoing projects in a team-oriented environment.
• Establish and maintain effective working relationships with people encountered during the performance of duties.
• Demonstrate the highest level of accountability, integrity, judgment, and confidentiality.

Compensation & Benefits

Competitive compensation package offered, based on candidate experience along with generous benefits and perks, including fully paid premiums for health insurance, parental leave, dependent care subsidies, student loan repayment, and employee wellness program. 

Starting Salary Range: Information Technology Systems Manager $128,258- $167,804

Application Process

As a part of the application process for the IT Systems Manager recruitment, all candidates must submit the following:

• A cover letter (required) addressing what encouraged you to apply for this role and what you believe are some essential skills you have to be successful in this role.
• Resume 
• Answer all the applicable questions within the application.

As we narrow our top pool of applicants, candidates moving through the recruitment process may participate in an Initial Call, Face to Face Cross-team Panel Interview, and Face to Face Executive Interview. Additional skills assessment may be requested.

#LI-CD1