GLOBAL INFORMATION SYSTEMS MANAGER

Global Information Systems Manager(New York, NY)

Established in 1915 with Helen Keller as a founding trustee, Helen Keller International (HKI) is dedicated to saving the sight and lives of the most vulnerable and disadvantaged.  Headquartered in New York City, HKI currently conducts programs in 21 countries in Africa and Asia, as well as in the United States.  Renowned for its reliability, efficiency and high level of technical expertise, HKI promotes the development of sustainable, large-scale programs that deliver effective preventative and curative services for nutrition, eye health and neglected tropical diseases.  The hallmark of the organization’s work is its proven success in developing, testing and scaling-up health interventions, and integrating them within government and community structures to support and build local capacity and sustainable solutions.

Scope of Work

Reporting to the Vice President, Information and Operations Systems, the Global Information Systems Manager is the primary manager of HKI’s IS infrastructure, which spans 22 countries, includes 500-600 end users and nearly 30 servers, often in low-resource settings that present significant infrastructure challenges.  The position encompasses planning, hands-on implementation and on-going oversight and management for all aspects of the agency’s information systems operation, including network administration, hardware and application management, security, user support and administrative functions.  The IS Manager guides and trains and a network of techies in our country offices in Africa and the Asia-Pacific region to implement global IS standards.

The position requires broad technical knowledge, and the flexibility to provide vision and expertise as a manager combined with the willingness to provide day-to-day support to technical peers and end-users in a geographically, culturally, and linguistically diverse work environment.

Responsibilities

Network Administration

• Plan for the growth and future development of the agency’s global network, in response to the organization’s strategic plans and operational priorities, with an emphasis on cloud-based services, global standards and the automation of routine tasks.
• Maintain the stability and performance of the HQ network, and that of the global network of offices, performing quality control, troubleshooting steps and working with local techies, vendors and service providers to isolate, diagnose and resolve network problems.

Infrastructure Management

• Manage HKI’s Information Systems infrastructure, maintaining a high level of performance for existing systems, overseeing the development and implementation of replacements and improvements, and making recommendations related to either critical or emerging information technologies to be incorporated.
• Install, maintain and update local area network components, including servers, routers, switches, firewalls, peripherals, printers, network nodes, terminals, and wiring, in accordance with agency standards.  Work with staff techies to ensure standard, high-performing networks exist in the country offices as well.
• Work with regional and country offices to maximize internet connectivity.
• Serve as primary contact with outside vendors in the generation of RFPs, bids, contracts, agreements, and other major vendor interactions.
• Maintain the supply of network and computer equipment, and plan for and implement the routine replacement of hardware components.
• Perform routine server maintenance, event tracking and performance monitoring duties; configuration and security tasks.

Application Management

• Develop and maintain the performance and availability of HKI’s critical applications, including Exchange, SharePoint, SQL Server, Citrix, telephone, finance and fundraising systems, office applications, ADT security, and others.
• Monitor application performance, developing detailed technical knowledge of the specifications, operations and fixes, and responding promptly to system problems and outages.
• Coordinate and support the efforts of outside vendors that are engaged to develop applications or provide services to HKI.
• Plan for and perform application installation, configuration, testing and upgrade tasks.
• eMail Messaging system
  • Ensure the availability and high-level functionality of HKI’s eMail, ensuring systems evolve in response to agency growth, staff needs and global changes in messaging systems and technologies;
  • Develop and maintain systems to ensure secure and redundant eMail storage, backup and archiving;
  • Establish and implement standards and procedures for email management, in the areas of server, client and account configuration, eMail retention, security, storage, etc.

Network Security

• Establish and maintain a secure global network for HKI, developing policies and supporting systems to manage staff access to systems, guiding and directing staff in HKI’s offices to ensure system strength, consistency and integrity.
• Ensure global defences against malware and intrusion are adequate and maintained, recommending strategies, applications or services as necessary.
• Maintain the standards that guide the configuration of the agency’s global and local accounts, and monitor their implementation to ensure the security of the domain-level, server-level and folder-level environments.  Make recommendations for ongoing development of those standards.
• Manage the agency's firewall and VPN, and anti-malware programs.

Global Coordination and Guidance

• Ensure the global compatibility and functioning of HKI’s systems by providing direction, training and support to HKI’s global network of techies and consultant vendors.

• Develop the necessary procedural guidance for information systems staff and maintain the KellerNet-based Information Systems team site.
• Provide back-up support and advice to HKI’s IS staff and tech support vendors in the country offices.
• Communicate with staff locally and globally regarding issues related to information systems use, operations, and security of network, personal computers, and data.

Data Security

• Manage HKI’s data backup and disaster recovery systems, ensuring the full range of the organization’s key data is secure from loss or corruption.
• Maintain Symantec Back-up Exec software environment, backup discs and tapes, performing system updates and performance checks, and system recovery tests, as necessary.
• Advise and support regional- and country office staff on the implementation of HKI’s data backup standards.

User Support

• Supervise and provide desktop support services to users at Headquarters, in the other US-based offices, and in users in HKI’s country offices, performing problem identification and resolution for user problems.
• Perform an Information Systems orientation for new staff at HQ.

Information Systems Administration

• Participate in the development and updating of HKI's Information Systems standards, policies, procedures and printed guidance.
• Maintain complete and up-to-date documentation of HKI’s information systems, in the form of the Information Systems manual and the IS Department site of the KellerNet.
• Plan for and complete the purchase and upgrade of software licenses for standard agency applications, and maintain the software license database.
• Procure hardware and software for the organization, in compliance with HKI policies and procedures.

Qualifications

• Bachelor’s degree with a major in information systems, computer science, or a related field plus a minimum 5-7 years directly related work experience, or equivalent combination of education and experience.
• Technical and Application Skills:
  • Microsoft certification (any or combination of MCITP, MCTS, MCSE and MCSA) plus 3-5 years network administration experience in a Windows Server 2008 R2 Active Directory environment;
  • Knowledge and experience with Exchange 2010, SharePoint, SQL Server 2008 R2 administration, SQL Reporting Services and IIS 7;
  • Strong familiarity with Microsoft Office 365, including Single Sign On (SSO), AD FS and experience in migrating clients;
  • Citrix XenApp 6.5 and Web Interface;
  • Cisco ASA Firewall and VPNs;
  • Symantec Endpoint Protection, or other mainstream data protection and malware protection applications;
  • Familiarity with Backup Exec and data storage and back-up management;
  • Microsoft patching, monitoring and deployment technologies including Windows Deployment and Update Services, System Center 2012 and Network Monitor;
• Prior experience working with an international NGOs or other organization with multiple international locations, including hands-on knowledge of applying business solutions in resource-poor settings strongly preferred.
• Vendor management and team coordination experience.
• Ability to gather and analyze information skillfully and to develop alternative solutions as needed.
• Ability and willingness to work in a decentralized organizational structure with a highly collaborative approach, and in a headquarters culture that sees itself as “of-service” to the field.
• Excellent interpersonal skills including active listening skills and the ability to communicate effectively across cultures.
• Time management and organizational skills including ability to prioritize ongoing vs. immediate needs appropriately.
• Experience developing guidance and/or conducting trainings for staff.
• French language skills strongly preferred.
• Flexibility to provide coverage, conduct upgrades and maintenance at non-peak hours, and to wear multiple hats.
• Ability to undertake U.S domestic and international travel (approximately 3-6 weeks of travel per year).
• Residence in or willingness to relocate to the NY metro area.

To Apply

Qualified candidates should submit a cover letter and resume tohkihr@hki.org noting the job title in the subject line.  Applications will be accepted until the position is filled.

No calls please.