Information Technology Manager

Description

At the American Public Power Association (APPA), we serve as the voice of not-for-profit, community-owned utilities that power 2,000 towns and cities nationwide. We represent public power before the federal government to protect the interests of the more than 54 million people that public power utilities serve, and the 96,000 people they employ. We advocate and advise on electricity policy, technology, trends, training, and operations. Help us continue to achieve our mission for our members and the communities they serve!

At APPA, we strive to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and feels valued.

We have an exciting opportunity for an Information Technology Manager who will manage all aspects of the association’s day-to-day IT operational activities to ensure systems, policies, and procedures support organizational priorities and overall IT strategy. Work closely with managed service provider (MSP), outsourced helpdesk and IT technology vendors to resolve technology issues. Reports to the Senior Director, Information Technology.

This is a hybrid position which requires the incumbent to reside in the Washington, DC metropolitan area and come into the office a minimum of two to three days each week (with Tuesdays being a mandatory day). 

• Manage mobile computing environment, including upgrades, development, maintenance, and versioning of the OS for both Windows, Android and Apple users.
• Under the leadership of the Senior Director, IT, manage external IT helpdesk vendor relationship to monitor submitted IT tickets and ensure follow-up and ticket resolution. Provide onsite helpdesk assistance as needed. 
• Collaborate with managed service provider (MSP) to oversee the daily management of network infrastructure, including servers, switches, firewalls, VOIP phone system, remote access equipment, laptops, mobile devices, cloud-based systems and server room environment. 
• Manage onsite hardware needs, such as setting up laptops for new hires, corporate cell phones, printers, audio-visual assets, etc. 
• Conduct new hire IT and cybersecurity onboarding meetings, and provision new user accounts.
• Handle all IT-related offboarding activities, to include deactivation of user accounts and the proper retention of emails and files.
• Manage users and subscription licenses for various applications across the enterprise.
• Work with Senior Director, IT on document retention of electronic files and data across the organization in accordance with established APPA policies.
• Provide subject matter expertise and input for internal technology projects, including requirements analysis, level of effort, and budget estimates. 
• Collaborate with Office Services Manager to maintain and troubleshoot the association’s onsite audio-visual assets. Collaborate with audio-visual vendors as needed to keep equipment and systems in top working order. 
• Manage projects initiated by IT department, under the direction of the Senior Director of IT, and coordinate MSP to the success of the project.
• Provide technology (hardware and software) training for staff as needed. 
• Document technology standard operating procedures for both IT and non-IT staff. 
• Assist staff with critical technology matters outside of normal business hours, as needed.
• Monitor and drive improvements of metrics/KPIs associated with MSP and service provider SLAs, performance, and uptime.
• Experience with project and collaborative tools such as Asana, Teams, project online, or cloud based ITSM/ITOM applications.
• Performs other duties as assigned in support of APPA and its mission. 

Requirements

• Bachelor’s degree in information technology, computer science, or similar field
• 10 years of experience working in IT operations and user administration.
• Demonstrated working knowledge of Cloud and on-prem computer systems, security, network and systems administration, databases, and phone systems.
• Experience with leading technical projects across all phases and frameworks (agile, hybrid, waterfall), and engaging with all levels of stakeholders and cross-functional teams.
• Experience with VOIP telephony. 
• Experience with deploying and troubleshooting Apple computers in a Windows network. 
• Familiar with deploying and managing wireless networks.
• Strong customer service acumen, including the ability to effectively communicate, work with, and resolve IT issues for all levels of staff.
• Experience with the MS Azure cloud computing platform and MS Office 365.  
• Ability to work on a variety of tasks and handle competing priorities with minimal supervision. 
• IT technical certifications such as Microsoft 365 Certified: Administrator Expert; Microsoft Certified: Azure Fundamentals; Microsoft Certified: Security, Compliance, and Identity Fundamentals; Microsoft Technology Associate (MTA); Certified Information Systems Security Professional (CISSP); CompTIA A (preferred). 
• Ability to travel out of town up to 5% of the year to support APPA’s conferences, events, and meetings.