Operations Support Manager FHI 360

FHI 360 is a global development organization with a rigorous, evidence-based approach. Our professional staff includes experts in health, nutrition, education, economic development, civil society, environment and research. FHI 360 operates from 60 offices with 4,400 staff in the U.S. and around the world. Our commitment to partnerships at every level and our multidisciplinary approach enable us to have a lasting impact on the individuals, communities and countries we serve–improving lives for millions. We seek qualified candidates for the position of Operations Support Manager in Research Triangle Park, NC.

Position Description:

Manages a subgroup in the Operations division and coordinates support, project schedules and tasks within the subgroup. Responsible for managing existing operations and implementing new operations processes throughout the organization. Manages expectations across all stakeholder groups. Shares responsibility for project success; the day-to-day management of IT organization processes, including plan monitoring and evolution, metrics development, and recommending infrastructure improvements.

· Develop, update, oversee and direct Tier 2 help desk and technical support operations, to ensure a functioning and optimal end user computing experience across the organization.

· Works closely and collaborates with the Network, Server, Web Services and Applications Managers to ensure a well-coordinated delivery of IT services to internal and external customers.

· Responsible for maintaining the IT inventory for, procuring, supporting and delivering maintenance for: IT equipment and software licenses.

· Maintain vendor relationships with key service providers that support and provide technology for the end user computing environments.

· Responsible for the optimal operation of all client devices and end user computing environments hardware, peripherals, operating systems and user applications as well as those server applications and systems which directly support and help manage the end user computing environment.

· Responsible for escalation management and help desk systems administration

· Support the development, implementation and monitoring of the department strategy.

· Delivery against the department strategy operationally at all levels, including USA and country and regional offices.

· Provide leadership and management oversight, including agreeing priorities and monitoring accomplishments and challenges within the subgroup.

· Provide technical guidance for data bases, operating systems, e-mail, collaboration suites and remote access applications

· Tier 2 incident management for the team for all technologies and client applications that are supported by the department

· Backup and Recovery for US and International offices

· Excellent Communication skills

· Strong customer focus is essential

· Manage and develop subgroup staff

· Perform other duties as assigned.

Support the delivery and achievement of department goals and objectives, including the development, implementation, and evaluation of processes, tools, techniques and services.

Oversee development of and monitoring work plans and budgets. Support organizational wide priorities by ensuring optimal support and timely resolution of incidents. Ensure integrity and availability of all technology resources through adherence to change control and configuration management processes and procedures. Identify and promote technical and operational “best practices.” Advance the department’s technical leadership.

Excellent communication, organization and administrative skills and abilities.

Thorough understanding of knowledge management industry practices.

Solid knowledge and experience with knowledge management tools and systems.

Relevant computer software skills.

Required skills in 5 or more of the following areas: Windows Server 2003/2008, Active Directory, VMware vSphere 4.x/5.x, Exchange 2007/2010, Sharepoint 2007/2010, Citrix Xenapp, Microsoft SQL 2005/2008, Microsoft SCOM/SCCM, McAfee / Sophos, Novell e-Directory, Oracle Databases.

Occasional interaction with others and resolve problem situations with tact.

Supervise a team of technical support staff members.

Minimum Requirements:

MS/MA in a related field, with 5 - 7 years relevant experience; or BS/BA and 7 - 9 years relevant experience; or AA and 9 - 11 years relevant experience; or High School/GED and 11 - 13 years relevant experience; or an equivalent combination of education and experience.

Equivalent combination of education and experience.

FHI 360 has a competitive compensation package. Interested candidates may register online through FHI 360’s Career Center at www.fhi360.org/en/workingwithus/index.htm through the Employment section at www.fhi360.org. Please submit CV/resume and cover letter including salary requirements. Please specify source in your application.

AA/EOE/M/F/V/D