Job Description

Position Purpose:

The Manager-IT Operations plays a vital role in advancing the mission of the Vermont Foodbank: to gather and share quality food and nurture partnerships so that no one in Vermont will go hungry. This position provides essential technical support, ensures the smooth operation of IT infrastructure, and collaborates across departments to optimize organizational systems and enhance cybersecurity practices.

Working closely with staff and external partners, the Manager-IT Operations fosters a positive and secure technology environment. They lead efforts to standardize workflows, troubleshoot issues, and identify opportunities for system improvements that increase efficiency and collaboration across the Foodbank. The position also prioritizes the development and implementation of robust cybersecurity measures to safeguard organizational data and systems, supporting long-term sustainability and resilience. As a valued member of the team, the Manager-IT Operations demonstrates flexibility, empathy, and problem-solving skills in a dynamic, mission-driven environment.

The position will be a full time, hourly, and hybrid position based out of the Barre office. The starting pay for the position is set at $29.46 with potential range placement based on years of experience within VF compensation equity roadmap. The overall pay range of the position is $61,285 to $82,915. To be considered, please include a resume and cover letter with your application.

Building equity and racial justice into Vermont Foodbank's organizational practices is everyone's responsibility, and it requires the commitment and collaboration of every employee and team. Therefore, everyone is expected to honor diversity, contribute to an inclusive organizational culture, and leverage their own personal agency and scope of influence to center equity.

Global Functions and Responsibilities

• Works cooperatively and can communicate with staff and volunteers to support the mission of the Foodbank to meet and sustain Foodbank goals.
• Positively contributes to an organizational culture of safe and secure food handling, warehousing and distribution.
• The Foodbank relies on volunteers every day to fulfill our mission. All Foodbank employees must support our culture of philanthropy by treating every volunteer with appreciation and respect.

Essential Functions and Responsibilities:

HELP DESK AND END USER COMPUTING

• Field and triage incoming help requests from end users via help desk tickets, email, telephone and chat in a courteous and timely manner.
• Triage issues and incidents and, as appropriate, perform on-hand fixes (local and remote), including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Maintain office and warehouse systems, such as phone (mobile and desktop), printers, warehouse inventoryscanners, and office equipment.
• Responsible for standardizing and, in conjunction with the IT Systems Senior Manager, setting up the end userworkstation environment and accounts, including software, hardware and accessories.
• Maintain a positive Customer Experience for Foodbank staff while they work with IT to resolve issues andincidents.
• Communicate and interact with coworkers, managers and customers/clients in a polite, tactful, and respectfulmanner. Effective listening skills and empathy are critical to the success of the position.
• Provide user trainings as well as general IT trainings on relevant and/or emergent topics.

CROSS-ORGANIZATIONAL SYSTEM SUPPORT

• Troubleshoot and resolve user issues in collaboration with vendors, consultants, and Feeding America Support Desk.
• Supports generating and distributing reports to support operational and strategic decision-making.
• Act as a liaison and facilitator for a cross-departmental user group(s), fostering best practices and addressing system-related needs or challenges.
• Identify opportunities for system(s) optimization, by attending trainings and participating in peer-to-peer learning opportunities.
• Help teams implement workflow improvements to increase efficiencies and collaboration by utilizing new or additional features within systems and streamlining integrations.

INFRASTRUCTURE SUPPORT

• Supports IT Systems Senior Manager to create, maintain and work towards the Foodbank's infrastructure vision.
• Handle/maintain IT inventory.
• Manage and maintain software licenses to ensure compliance.
• Perform other duties as assigned.

IT AND INFORMATION SECURITY

• Supports IT Systems Senior Manager, agency partners, and service providers as necessary to implement new security technologies and standards.
• Supports IT Systems Senior Manager to develop and enhance Vermont Foodbank's cyber- and information security practices.
• Use oral and written communication skills to work with technical and non-technical users to implement policies, procedures, practices, and controls necessary to improve our cyber- and information security posture and mitigate identified risks.

IT SYSTEM DOCUMENTATION

• Document all new software installation/implementation, service desk procedures, and user "Walk-Through "instructions.
• Create and maintain documentation as it relates to system configuration, application mapping, and network configuration.
• Maintain an up-to-date list of all phone numbers and extensions. Maintain replacement schedule for IT and phone equipment.
• Maintain inventory of all equipment, software and software licenses.

Other Functions:

• Training will be provided in the areas of inventory/warehouse management system, cybersecurity, networking management, cloud computing, etc. in order to more effectively perform the duties this position.
• Flexibility: Must be able to pivot workload and tasks when situations dictate – this is a dynamic job, and sometimes unforeseen things will happen that need to be dealt with quickly and professionally.

Skills/Qualifications:

The requirements listed below are representative of the education, experience, knowledge, skills, and/or abilities an individual needs in order to perform this job successfully.

Education and/or Experience:

• Associate's degree or 2 (additional) relevant years' work experience

Other Skills and Abilities:

• Commitment to accuracy and detail.
• Superior technical skills and expertise.
• Ability to troubleshoot and research independently.
• Good analytical skills.
• Ability to perform well in a fast-paced environment.
• Proven ability to multi-task, prioritize workload and meet goals. Demonstrated critical thinking skills resulting in positive outcomes.

Language Skills:

• Proficient in oral and written skills.
• A firm command of the English language.

Technical/Computer Skills:

• A working knowledge of PowerPoint, Word, Excel and Outlook.
• Hands-on Windows Server Administration experience which encompasses maintaining a Microsoft Infrastructure (Active Directory domains, DNS, DHCP, File Sharing and Permissions, Group Policies, etc.),
• Experience with Teams phone, Azure Active Directory, Microsoft Exchange, Microsoft InTune, Windows Server 2019 Standard, Sharepoint site management, Sharepoint file management, OneDrive preferred.
• Experience supporting security infrastructure - firewalls, IPS/IDS, VPN, and monitoring tools.

Certifications/Licenses/Registrations:

• A valid Driver's License.
• 3-year motor vehicle report (MVR) showing a clean driving record.

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