IT Operations Manager

About the Role: The IT Operations Manager role oversees the daily operations of Information Technology (IT) systems and the Help Desk team within the organization. This role identifies improvements and implements changes to ensure operational viability and is responsible for leading a technical support team, ensuring timely customer service to end users by adhering to established customer service standards. The IT Operations Manager will mentor, train, and support a team of Help Desk Technicians, in addition to managing any department escalations. The Operations Manager also serves after hours as a first line of IT systems support. The Operations Manager will serve as the escalated authority on technical matters and will have general, in-the-moment decision-making authority. Schedule Expectations: This is a full-time position, (40 hours/week). Monday – Friday, 8:30am – 5:00pm. Schedule flexibility will be discussed in the interview process. Employees may be requested or required to occasionally work other days (including weekends), hours and locations to meet operational needs. Qualifications: At PPCW, we are committed to finding the best candidate for the job and that candidate may come from a variety of backgrounds. We value your lived experience as well as your work experience and encourage you to apply even if you do not meet every qualification. We encourage you to think creatively about your transferable skills, qualities, and experiences and how they could connect to the role you are applying to. Additionally, we encourage applications from Black, Indigenous and People of Color, people with disabilities, members of the 2SLGBTQIA community, women and others who have been historically marginalized.  Required Qualifications:   2 years of Experience in IT Operations Management Willingness to learn more about and train on topics that may include, but are not limited to health equity, racial justice, reproductive justice, cultural humility, and trauma-informed care. Willingness to contribute to an inclusive work environment by using trauma-informed principles in interactions with coworkers, patients, donors, volunteers, and community partners. Bachelor's degree in computer science and/or seven (7) years of progressive experience designing, configuring, and maintaining a multi-tiered, distributed network. Have extensive experience with end-user support, sufficient to lead the Help Desk team. Familiarity with cybersecurity principles and tools to ensure infrastructure security (firewalls, encryption, access control) PPCW is an equal opportunity employer and, as such, we do not discriminate in any of our operations on the basis of race, color, religion, sex, pregnancy or pregnancy-related conditions, age, sexual orientation, gender identity or gender expression, economic background, national origin, citizenship, physical or mental disability, marital or relationship status, military service or veteran status, genetic information, body size, union activity, or any other characteristic or status protected under applicable federal, state, and local law. Proficiency in server administration (Windows Server), virtual environments (VMware), and cloud platforms (Azure, AWS). Strong verbal and written communication skills to effectively collaborate with technical and non-technical teams and senior management. Total Rewards: The full wage range for this position is $77,206 to $112,475 annually. At PPCW we’re proud to calculate a wage offer based on candidate experience, rather than negotiate an offer which leads to pay inequity. New hire wage placement typically does not exceed the midpoint of the wage range. You'll receive a comprehensive benefits package, including competitive salaries, health insurance, retirement plans, and more. Our benefits include:  Up to 23 days of annual paid time off (increases with tenure)  9 paid holidays   Paid medical, dental, and vision insurance for full-time employees.   403b retirement account and 6% employer match  Employee assistance program (confidential counseling and resources)   Ongoing professional development   Employee referral bonuses  Physical Requirements: Constantly operates a computer and other office equipment such as scanners and printers. Travel on occasion and attend in person meetings as requested. Work a combination of in person and remotely as position requires. Must be able to work flexible hours, including evenings and weekends. Remain in a stationary position up to 6 hours per day. Location: This position is hybrid/telework, meaning you will be working both remotely and in-person at a PPCW location and within the community and various settings. All PPCW employees must reside in Oregon or Washington. The onsite work location for this position is Flanagan Regional Service Center in Northeast Portland, OR    Essential Functions: Provides complex technical support in systems administration, ensuring the reliability and availability of enterprise systems. Supported enterprise systems include Cloud Services (Office 365, Azure) Telecommunication, Electronic Medical Records, Microsoft Software, System & Server Backup and Restorations, and Networking equipment (Firewalls, Routing, Switching, SD-WAN), as well as maintaining system security. Responsible for managing the day-to-day operations of the IT team, ensuring the availability and reliability of systems and networks (including but not limited to system patching, upgrades, and addressing vulnerabilities), managing technology vendors, and implementing innovative technologies and processes to improve efficiency and productivity. Provides escalation to Director of IT & Cybersecurity during major service disruptions. Point of Contact and frontline support for Information Security and Cybersecurity initiatives including maintaining relationships with appropriate vendors and technical support contacts. Coordinates security vulnerability scans across the network and remedies vulnerabilities in a timely manner. Documents any exceptions and justifications for critical and high priority vulnerabilities. Oversee and maintain the network infrastructure. Oversee and supervise the Help Desk Technician team. Ensure technical documentation is up-to-date and stored in an organized manner for future reference.

Salary : $77,206 - $112,475