Manager, IT Operations

Reports to: Vice President, IT Services

Position Description: The successful Manager, IT Operations, will need to be customer focused, possess excellent problem-solving abilities, intermediate level network & server skills and strong communication skills. They are responsible for managing and supporting the company's networked computer systems and infrastructure, Web properties, cloud-based technologies, telephones and the connectivity of computer and network systems to ensure the stable operation of the business. The position will have contact with all levels of UWNYC Staff, Board members and other key partners and stakeholders.

This role is also responsible for monitoring and assessing potential network risks and developing plans to deal with such incidents as well as project managing the implementation of all network technology and telecommunications systems with our network partners.

Job Responsibilities:

  • Respond to requests for technical assistance from staff
  • Provide a single point of contact for staff for incident and problem management
  • Establish and maintain familiarity with in-house systems and IT infrastructure
  • Participate in team projects that enhance the quality or efficiency of IT support
  • Collaborate with team members to assess near and long-term network capacity needs and to make certain network capacity meets existing and future requirements
  • Manage virtual servers, firewalls, anti-virus solutions, Virtual Private Networks, and intrusion detection systems
  • Create and maintain documentation as it relates to network configuration, network mapping, processes, incidents, change management and service records
  • Secure network by developing network access, monitoring, control, and evaluation; maintains documentation
  • Design, manage and support VoIP infrastructure and its associated software, including call management systems, voicemail, and interactive voice response
  • Install, support and maintain both physical and virtual network servers and appliances and Storage Area Network (SAN)
  • Establish network specifications by conferring with users, analyzing workflow, access, information, and security requirements, designing router/firewall administration, including interface configuration and routing protocols

Skills, Knowledge and Experience:

  • BS/BA degree or an equivalent combination of education and 4 or more years’ experience managing a network for a medium or large size company. Industry standard certifications such as: CCNA, or CISSP are preferred
  • Experience with implementation and management of servers, virtual servers, networks, routers and firewalls
  • Must be able to support desktop users and Office applications
  • Ability to work within tight timeframes and simultaneously manage the network infrastructure
  • Strong skills with Microsoft Server (build and manage) and Cisco systems
  • Exposure to cloud-based IaaS, SaaS systems
  • Knowledge, understanding and ability to create and maintain thorough technical documentation
  • Experience with network capacity planning, network security principles, and general network management best practices
  • Strong attention to detail, organizational skills and discretion with confidential information
  • Personable, innovative and quick thinker
  • Strong oral and written communication skills, including presentation and facilitation skills
  • Knowledge of VOIP systems
  • Adaptable, multi-task oriented and able to prioritize and meet both rigid and fluid deadlines
  • Demonstrated poise, tact, integrity and professionalism
  • Ability to lead by example

Physical/Sensory Skills:
Energetic, forward thinking and very creative with a high ethical standard and an appropriate professional image. Maintain confidentiality in all operations. Lifting of desktop and server hardware required.

Key Competencies:

  • Service Orientation
  • Critical Thinking & Creative Problem Solving
  • Embracing & Managing Change
  • Effective & Engaging Communicator
  • Professional Skills & Knowledge

How to Apply:
Please send cover letter with salary requirements and resume to with the title "Manager, IT Operations" in the subject line. No phone calls or faxes accepted.

United Way of New York City is an Equal Employment Opportunity Employer