IT Operations Manager

The Center on Budget and Policy Priorities (CBPP) is a high-caliber strategic policy institute that informs and shapes public policies to reduce poverty, promote equity, and build opportunity, while also supporting efforts to ensure progressive fiscal policies that can support these investments. It has a national reputation for conducting rigorous research and analysis, developing evidence-based policy ideas and strategies, shaping a broad array of policy debates at the federal and state level, influencing policy outcomes on a range of critical issues, and advancing strong implementation through a variety of strategies. It focuses its efforts on improving the lives of people with low or moderate incomes and examines how policies affect particular groups, including people of color, immigrants, people with disabilities, and LGBTQ+ people. The Center is known for its unique capacity to blend rigorous, timely analysis with effective communications that enable policymakers and the media to make use of its work.

The Center seeks an IT Operations Manager to join a team of seven to develop and provide day-to-day support for all computer-related, network, AV, and telecommunication operations, including serving as the lead for organization-wide staff training and support.

The IT Operations Manager reports to the Vice President and Chief Technology Officer, supervises IT Helpdesk staff, and works with other IT staff to provide CBPP personnel with the required technology support and service. This position supports remote and on-site staff with technology needs, updates, and information, provides clear and timely communications, develops useful trainings, and identifies ways to best use technology to improve organizational operations and effectiveness.

The Center operates a cloud and premise-based infrastructure using Cisco, Meraki, Microsoft Server, VMWare, AWS, Okta, Microsoft 365, Microsoft Azure, Windows autopilot, TeamViewer, Adobe Creative Cloud, Veeam, Druva and Microsoft Intune Services.

We operate Cisco Internetwork Operating System (IOS), Windows, macOS, Android, and IOS-based systems and support on-premise and remote users.

Responsibilities:

• Manage helpdesk operations and processes, including handling complex technical issues, monitoring and improving resolution metrics, and identifying areas of improvement in procedures and processes.
• Manage helpdesk staff, including identifying technical training for the team and providing coaching to develop their skills.
• Provide strategic technology guidance, recommendations, and project management support to the Vice President and Chief Technology Officer to improve the Center’s technology environment and staff’s access to current and new technology resources.
• Help manage network operations through maintenance of cloud assets and hosted service providers, ensuring that all updates are installed and verified on all systems and that staff are updated around service outages, system upgrades, service improvements, service implementation, and service retirements.
• Help monitor IT logs, performance monitors, system function and work to address service issues.
• Support Center staff by identifying and providing technical training needs, tools, programs, and applications that contribute to staff effectiveness and productivity.
• Assist in the development, modification, and adherence of IT policies, guidelines, and procedures and communicate updates, changes, and new policies and procedures to Center staff.
• Assist in the initial preparation and subsequent maintenance of programmatic and technical documentation.
• Maintain hardware and software inventories and a library of system documentation.

Qualifications:

• Bachelor’s degree and seven years’ experience in information technology field required or equivalent combination of education and work experience.
• Demonstrated experience with leading an organization’s IT operations, providing helpful end-user support to a diverse user base, communicating effectively with users with a wide variety of technology skill levels, and identifying and providing IT training as needed.
• Experience as a people manager with demonstrated experience leading others in a collaborative, supportive style and within a diverse team.
• Demonstrated experience with configuration and administration of a hybrid Microsoft Windows environment including Windows 10/11, and servers 2019, SQL, server clustering, DFS, DHCP, DMZ, Data Protection Manager (DPM), WSUS, Hyper-V, SCOM, VPN, VDI, Remote Access, Cisco routers, firewalls, and switches.
• Advanced knowledge of network technologies, including cloud computing, virtualization, software as a service (SaaS), and application server optimization (including routing, switching, and load-balancing).
• Strong project management and delegation experience, with an ability to multitask and prioritize work effectively.
• Demonstrated experience designing and administering server clusters and virtualization (e.g., VMware, Hyper-V).
• Ability to manage and administer a hybrid Office 365 cloud environment.
• Strong understanding of networks, their operation, security, and cloud-based computing.
• Individuals with MCSE, MSCA, MSDBA, MCITP, CCNA, PMP or similar certifications are preferred.
• Ability to work flexible hours and to work occasional weekends and evenings when special operational circumstances are required and without advance notice in the case of operational emergencies.

The Center is operating on a hybrid work schedule that includes at least two days per week in-person at our Washington, D.C. office. We have a strong preference for candidates who will work in the office during in-office days.

This position reports to the Vice President and Chief Technology Officer.

Terms of Employment: full-time, non-exempt.

Bargaining Unit Status: this is not a bargaining unit position.

Compensation: Salary commensurate with experience; excellent benefits (including health insurance, vision and dental coverage, life and long-term disability insurance, retirement, MERP, and DCAP), and generous vacation, sick leave, and holiday schedules.

Please upload a cover letter and resume. In your cover letter, please include a discussion of what draws you to the mission of the Center.

The Center on Budget and Policy Priorities is an Equal Opportunity Employer that values and welcomes diversity in the workplace and strongly encourages all qualified persons to apply regardless of race, color, age, sex, marital status, sexual orientation, gender identity, gender expression, genetic information, credit information, pregnancy or parental status, family responsibilities, personal appearance, creed, military or veteran status, religion, ancestry or national origin, union activities, disability, or other status protected by applicable law.