As the IT Manager, you will lead client-facing technology projects and oversee the day-to-day operations of IT helpdesk, systems, networks, and applications for Global Impact clients. You will partner with clients to understand business needs, define project scope and success criteria, and coordinate the deployment, maintenance, and improvement of technology systems. This role combines hands-on technical oversight with project planning, stakeholder communication, and client relationship management to deliver solutions that support business objectives and comply with security standards.
Responsibilities
We are seeking a candidate who can translate client needs into actionable project plans, build trusted relationships, and demonstrate the ability to:
- Lead all phases of new client onboarding, from discovery, kickoff, and stakeholder alignment through implementation, configuration, user training, and go-live. Establish milestones, owners, dependencies, and acceptance criteria, and coordinate a smooth transition to ongoing support.
- 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 and security audits, prepare assessment reports for Global Impact clients, and present findings and recommendations in clear, business-focused language. Partner with clients to prioritize remediation activities and track agreed-upon actions.
- Lead the planning, design, and execution of IT initiatives and projects. Define scope, schedules, resource needs, and budgets; track milestones, risks, issues, and dependencies; and manage scope changes to keep delivery aligned with client priorities.
- 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, coordinate project deliverables and escalations, and communicate service performance and resolution timelines to clients, with a focus on customer satisfaction and timely ticket resolution.
- Develop and implement operational processes and project management practices that improve efficiency, service delivery, and client experience. Gather client feedback and conduct post-implementation reviews to identify lessons learned and continuous improvement opportunities.
- Serve as a primary point of contact for client onboarding projects, facilitating discovery sessions, requirements gathering, and cross-functional coordination. Provide regular status updates, document decisions, and escalate blockers with clear options and recommended next steps.
- 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 operate efficiently.
- Maintain accurate and up-to-date IT and project documentation, including system configurations, project plans, status reports, decision logs, and procedures. Provide clear client-facing handoff materials that support adoption and ongoing service delivery.
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, or IT Project Manager and advanced knowledge and experience with cloud computing platforms (Microsoft 365, Azure, AWS). We’re 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 per week 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.
We look forward to hearing from you!
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