The Trustees of Reservations · 11 hours ago
IT Operations Manager
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$98K/yr - $126K/yr
5+ years expThe Trustees of Reservations is Massachusetts' premier conservation and preservation organization, dedicated to protecting special places for future generations. The IT Operations Manager will oversee day-to-day IT operations, provide enterprise-level support, and implement new tools and technologies while ensuring exceptional customer service and effective communication within the organization.
Communities
No H1B
Responsibilities
Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner
Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures
Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times
Maintain central office and satellite location networks
Manage and coach IT Technician/s on the team
Oversee Asset Management across the organization
Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner
Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention
Maintain clear and effective communication with end users, ensuring they are informed throughout the support process
Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently
Identify recurring technical issues and work with other IT teams to find long-term solutions
Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures
Track and report on common support issues and escalate problems to appropriate departments when necessary
Proactively monitor and identify potential IT problems before they impact users
Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics
Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs
Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience
Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures
Stay up to date with industry trends and best practices in IT support and helpdesk management
Qualification
Required
Minimum 2+ years of Office 365 Administration experience in a professional setting
A strong understanding of networking concepts
The ability to work independently
Experience providing high quality customer service and problem solving
Excellent communication skills
Proven track record of process improvement
Must have a personal form of transportation for transit to property sites as necessary
Preferred
5+ years of experience in IT, preferably in a non-profit environment with multiple technology sites
Experience administering MS Teams Phone
Experience with JAMF (MDMs), NinjaOne, and Freshdesk (helpdesk software)
Experience with IT Vendor Management and working with external software partners
Experience managing a direct report, preferably in an Information Technology setting
Experience with integrations across NetSuite, Salesforce, Tripleseat, Paylocity, Shopify, Digital Membership software, ACME, and Event Kiosk software
Benefits
Sick time: 15 days per year
Vacation time: 20 days per year
Holidays: 12 observed holidays, 3 floating
Health Insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits.
Short-Term and Long-Term Disability Insurance
Massachusetts Paid Family Medical Leave
Life Insurance
401k with 5% match after 1 year of employment
Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice.
Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.
Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns.
Day of Wonder: Spend one workday per year to exploring a Trustees property
Day of Service: Spend one workday per year to helping with a project at a Trustees property
Company
The Trustees of Reservations
Founded by landscape architect Charles Eliot in 1891, The Trustees has, for more than 125 years, been a catalyst for important ideas, endeavors, and progress in Massachusetts.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Katie Theoharides
President and CEO
christine morin
Chief Operating Officer
Recent News
Company data provided by crunchbase