IS Support Manger

POSITION DESCRIPTION

Office of Finance, Information, Support, and Contracts (FISC)

 

TITLE: IS Support Manager

BAND: 6

REPORTS TO:  Chief Information Officer

LOCATION:  Arlington, VA

 

OVERALL RESPONSIBILITIES 

 

The IS support manager is responsible for working with the Chief Information Officer and with senior MSH managers to determine IT requirements and assure that appropriate IT equipment and support are provided in the Arlington office. S/he supervises the technical staff who are responsible for the operation and maintenance of the computer workstations and networks of MSH, ensuring that all activities are performed in a satisfactory and reliable manner.  S/he also serves as project manager for key information technology and corporate software application upgrade projects affecting the Arlington, Virginia office.  The IS Support Manager reports to the Chief Information Officer (CIO) and ensures that the day-to-day operations of all Arlington office computer and communication systems meet the needs of Arlington MSH users.

 

SPECIFIC RESPONSIBILITIES

 

1.  Work with the MSH Chief Information Officer and senior MSH managers to determine IT requirements and to assure that appropriate IT equipment, services and support are provided in the Arlington Office.

2.  Supervise the work of the Network Administrator and the Desktop Support Specialist, who work one-on-one with MSH clients to resolve users? problems.

3.  Ensure that there is an appropriate record keeping system for tracking problems and resolutions using MSH?s helpdesk management software to summarize, analyze and report on the results of these activities, including any recommendations for changes to the IT Infrastructure and/or user training.

 

4.  Oversee Information Technology and Communications related training and new employee orientation.  Work with the Virginia Network Administrator, and the Desktop Support Specialist to assess training needs and make recommendations to the CIO for new and or revised training programs as appropriate to the needs of the users.

5.  Review the management and maintenance of the MSH network in Arlington and all of its component parts to ensure that the Information Technology staff members are adequately performing the tasks necessary to ensure its operation and availability.

6.  Oversee the installation of new hardware ensuring that it has been properly configured for optimal use on MSH Networks, remote access systems and the Internet.

7.  Coordinate all telephone-related upgrades, moves, adds and changes in the Arlington office.  Work with the phone and office equipment specialist in Cambridge and our phone system maintenance firm to resolve issues that arise ensuring that all issues are logged in the helpdesk system.

8.  Oversee the work of Information Technology Staff responding to requests for recommendations, procurement specifications and/or installation of technical infrastructure for field offices. 

9.  Serve as project manager for the implementation key technology upgrade projects (installing and rolling out new corporate application software and supervising major network upgrades at the Arlington, Virginia location).

10.  Represent the IS department in meetings with Virginia-based project staff to open new field offices and support evolving IT infrastructure requirements.  Assist these teams prepare IT-related budgets, specifications for computer hardware and software, and track the progress of procurement.  Coordinate with the IS team to provide on-site short term technical assistance to support field office set up where necessary.

11.  Maintain up to date records of all IT equipment transactions and inventory in the Arlington office and in Field Offices coordinated by Arlington-based projects.  Ensure that the Helpdesk system is used to issue agreement forms and associate equipment with specific users.  Conduct an annual inventory of IT-related resources and prepare an inventory report for the CIO and Project Managers identifying discrepancies and highlighting equipment that needs replacement.

12.  Develop and document standard operating procedures for network administration, hardware and software set-up, and inventory control.

 

Qualifications

1.  A minimum of a Bachelor?s degree required & Master?s preferred in MIS, Computer Science.

2.  A minimum four years full-time experience, at least 2 of which involved supervision, in an IT-related help desk support environment is required.

3.  Proficiency with Windows software, in particular MS Office, Outlook, and Windows 2000/XP.

4.  Strong technical, analytical, troubleshooting and problem-solving skills in a Windows XP and Server 2003 environment.

5.  Knowledge of Network Technologies (i.e. LAN Protocols, WAN Protocols, IP routing).

6.  Experience managing telephone systems (PBX or IP-based) desirable.

7.  Excellent organizational, communication and interpersonal skills with a service oriented outlook.

8.  Ability to take initiative and work under pressure with limited supervision. 

9. The ability to work as needed (during and outside of normal business hours as required) and to be responsive to urgent matters.

MSH offers competitive salaries and a comprehensive benefits package including 4 weeks vacation, pension plan, and health and dental insurance.

 

Management Sciences for Health is an equal opportunity employer offering employment without regard to race, color, religion, sex, sexual orientation, age, national origin, citizenship, physical or mental handicap, or status as a disabled or Vietnam Era veteran of the U.S. Armed Forces.

 

To apply for this position, please visit the Employment Opportunities section of our website at www.jobs-msh.icims.com. If you cannot apply online or have difficulty doing so, please email an explanation of your problem to iRecruiterproblem@msh.org .

 

Posting date: July 13, 2006