Manager, Information Technology

VEIC is seeking an experienced, team-oriented Manager, Information Technologies. This position manages, directs and develops VEIC’s Information Technology (IT) Service Desk and Client Service Teams to effectively deliver client computing capabilities, technology standards, request management processes and its customer service approach to serve both internal and external customers. The Manager, Information Technology supports staff and ensures effective service delivery by developing the overall capabilities of the Service Desk, managing, mentoring and supporting its staff, monitoring and reporting on key performance indicators (KPI’s) to leadership both in IT and VEIC, and overseeing longer term IT related project work.

The Manager, Information Technology, will engage with business leaders in the identification and implementation of technology solutions to meet business needs. Participates in strategic planning, budgeting and leadership within the Information Technology Department. The Manager, Information Technology, will support and enable a mission-driven, creative, enjoyable and stimulating work environment.

• Working with business leaders to establish priorities for improvement and enhancement, and acts as the principal escalation point for all requests and incidents.
• Regularly evaluate Client System and Service Desk systems, processes, practices, and staffing levels against VEIC’s growth needs and goals, provide data and report on KPI’s and trends to leadership and others in ad-hoc, weekly, monthly and as needed. Oversee the development and maintenance of IT’s knowledgebase and ensure top quality solutions are available to the staff.
• Collaborate with technology leaders within VEIC to establish and maintain support process for internally developed VEIC 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 VEIC departments in managing their technology costs.
• Facilitate technology trainings conducted by the IT Department.
• Collaborate with the Manager, Infrastructure Engineering, Manager, Information Security and the Director, Information Technology in the design and long-term planning for VEIC’s network and infrastructure.
• Supervises, mentors and develops team members to ensure staff have skills needed to meet the needs of their customers and stakeholders. Supervisory responsibilities include providing constructive feedback on an ongoing basis, setting work and professional development goals to maximize performance and quality, providing mentoring and coaching to staff to improve team effectiveness and growth opportunities, providing appropriate support in the case of performance problems, and staff recruitment and orientation.
• Actively participates with Information Technology Leadership in planning, budgeting and leadership for VEIC’s Information Technology Department
• Manages and provides oversight of vendor support relationships
• Provide support to the activities of VEIC as necessary to accomplish organizational goals and objectives.
• Other duties as assigned.

• Strong personal commitment to the mission, vision, goals and values of VEIC.
• Bachelor’s degree and five years of management experience, including at least four years of experience managing a service or support desk or a similar combination of education and experience from which comparable knowledge and skills were acquired. Experiences include leadership, facilitation, change management, staff supervision and development, project management, communications and the ability to develop and attain goals.
• Has…