IT Manager, Client Support

Responsibilities

We are seeking a candidate who demonstrates the ability to:

• Manage all phases of new client onboarding including kickoff and alignment, implementation and configuration, user training, and go-live execution.
• Manage IT infrastructure and SaaS application environments to ensure reliable operations, strong security controls, and effective backup and disaster recovery capabilities.
• Ensure the availability, integrity, and security of IT systems and infrastructure to minimize downtime and optimize performance.
• Conduct IT & security audits and prepare assessment reports for Global Impact clients.
• Collaborate in the planning, design, and execution of IT initiatives and projects, ensuring delivery within scope, timeline, and budget.
• Oversee the IT helpdesk function, ensuring timely, efficient, and high-quality technical support for all employees.
• Manage and support the lifecycle of both Windows and Mac hardware, including provisioning, configuration, maintenance, and decommissioning.
• Partner with the Managed Service Provider to ensure Service Level Agreements are met, with a focus on customer satisfaction and timely ticket resolution.
• Develop and implement operational processes and procedures to enhance efficiency and service delivery.
• Collaborate with cross-functional teams to improve and streamline client onboarding processes.
• Develop and maintain IT and cybersecurity policies, procedures, and standards for Global Impact clients.
• Ensure that all hardware and software assets are current, properly configured, and operating efficiently.
• Maintain accurate and up-to-date IT documentation including system configurations, processes, and procedures.

Qualifications

Qualifying for this role means you have a bachelor’s degree in information systems, computer science, systems/network engineering, or a related field or equivalent combination of experience and education (multiple certifications in lieu of degree). The candidate should have experience as an IT Manager/IT Operations Manager/IT Project Manager and advanced knowledge and experience with cloud computing platforms (Microsoft 365, Azure, AWS). Seeking 5-7 years in the IT field with 2 years providing systems/network design and administration, focusing on Windows server architecture, network device configuration, and cloud services. Project management, Microsoft, and Cisco or other industry certifications (like CCNA, Security+, Azure Administrator, etc.) preferred.

Working at Global Impact

Candidates must be eligible to work in the United States for more than one year. Visa sponsorship is not available. This is a full-time, hybrid position that requires 1-2 days or more in our Washington, D.C., HQ.

At Global Impact, we passionately celebrate our culture, values, and community. We are committed to cultivating and nurturing a workplace for all. Global Impact encourages ALL interested candidates to apply for this position.

The salary range is $95,000 – $110,000 depending on the experience you have. On top of the competitive salary that we are offering, you’ll receive 16 paid holidays and 25 paid days off. We provide an excellent benefits plan including parental leave, medical, dental, short-term and long-term disability, and a robust 401K program.