Manager, Technology Support and Infrastructure

Position: Manager, Technology Support and Infrastructure                                          

Supervisor: Sr. Director, Technical Operations & Reporting    

Location: Washington, DC (hybrid) or Ottawa, Ontario (hybrid)

Status: Temporary (1-year leave coverage), Full-time, Exempt from overtime. Possibility of extension based on funding and performance.

ABOUT OUR ORGANIZATION:

The Sustainable Forestry Initiative® (SFI®) is a non-profit leader dedicated to advancing sustainability through forest-focused collaborations. A key driver of SFI’s success is its ability to engage diverse communities to deliver across its 4 pillars: Standards, Conservation, Community, Education. At SFI, we aim to foster a culture where everyone feels valued, empowered, and supported in advancing sustainability through forest-focused collaborations.

ABOUT THE ROLE:

As a member of the Finance and Operations department in support of SFI’s programs, the Technology Support and Infrastructure Manager will report to the Senior Director of Technical Operations and Reporting and work with the contracted CIO to implement and support technology needs across all organization program initiatives. Focus areas will include infrastructure needs, security, helpdesk, training programs and application implementation, monitoring and management as well as special IT projects and duties as assigned. The Technology Support and Infrastructure Manager will help promote a collaborative and innovative IT culture within the organization.

ESSENTIAL JOB FUNCTIONS:

Infrastructure Management

• Manage the organization’s technology infrastructure needs with respect to design, installation, planning, security, compliance, and maintenance.
• Manage the IT infrastructure budget and ensure the timely and accurate coding of invoices.
• Liaise with appropriate staff and consultants on domain name acquisition & maintenance, DNS configuration, web hosting and various other web technologies.
• Ensure systems are scalable, secure, and aligned with organizational needs.
• Support staff with in-person and remote meetings by ensuring meeting rooms have appropriate audio and video hardware and software for a good experience in person and over Zoom and Microsoft Teams.

User Support Operations

• Coordinate the training and education of all staff on the proper and optimal use of technology resources, including IT security training and data protection best practices.
• Assist the external helpdesk consultant with end-user support as support volumes require.
• With the support of the external helpdesk consultant, manage the daily operation of the cloud-based infrastructure, networks, servers, switches, VOIP phone system, and data communications.
• Address escalated technical issues and implement process improvements to best meet staff technology needs.

Hardware and Software Procurement

• Coordinate with CIO to ensure proper software licensing, deployment & provisioning, inventory management and other needs as appropriate.
• Following procurement policies, build, maintain and negotiate contracts, vendor relationships for server, network, multi-site internet hosting, telecommunication, and cloud-based products & services.
• Maintain an inventory of IT assets and ensure compliance with licensing agreements and renewals.

Security and Business Processes

• Collaborate with Human Resources and Technical Operations team to support IT-related business processes for all staff.
• Maintain security for software systems using remote and site-to-site VPN access, firewalls, etc.
• Develop, promote, and maintain the IT policies, processes, and best practices (including but not limited to a business continuity and disaster recovery plan).
• Monitor and respond to security threats and vulnerabilities, conducting regular audits and assessments.
• Support organizational compliance with privacy laws and regulations, such as GDPR, HIPAA, or other applicable frameworks.

SUPERVISORY RESPONSIBILITIES:

This position will not initially have direct employee supervisory responsibilities but will manage various consultant relationships to fulfill essential job functions.

PHYSICAL DEMANDS / TRAVEL REQUIREMENTS:

SFI is committed to providing reasonable accommodations to enable individuals with disabilities to perform essential job functions. Physical requirements of this role include the ability to work from a desk at a computer for prolonged periods of time; occasional lifting/carrying of up to 30 pounds. 

This position requires travel within the US and Canada, up to 25% of time. This position requires the occasional ability to work outside of standard office hours and on weekends, as the workload requires.

WORK LOCATION:

This is a hybrid position. The successful candidate will be required to commute to SFI’s offices in downtown DC or Ottawa at least 2 days per week, with Tues. and Wed. as designated in-office days. For the remaining days of the week, you may choose to either work from the office or remotely from your home. SFI reserves the right to increase in-person days to three or more days per week in the future. 

WHAT YOU BRING:

Education and Experience

  Requirements:

• Minimum of five (5) years progressive work experience in the IT field, with at least two (2) years in management capacity
• Degree or diploma in computer science or equivalent analytical discipline (Bachelors or University Degree preferred)
• Experience with and strong knowledge of Microsoft Windows and MacOS including configuration, deployment, scripting, and patching
• Experience with and knowledge of networking infrastructure, including routers, switches, cabling, Wi-Fi access points and clients, and VPN remote access technology
• Proven experience in creating and enforcing IT security and privacy policies
• Experience with and strong knowledge of privacy regulations (e.g., GDPR, CCPA) and cybersecurity best practices
• Experience with and knowledge of risk assessment and incident response protocols
• Experience in IT project management and implementing new technology systems
• Excellent troubleshooting skills related to computer hardware, software, and networks
• Excellent customer service skills and demonstrated experience explaining technical issues to a non-technical audience

   Beneficial:

• Experience with Salesforce administration preferred
• Microsoft Azure, Network , Cloud , Server , Security , A , ITIL, CCNA, CISSP, Salesforce Admin, and/or PMP certifications are an assets
• Experience with Content Management Systems (e.g., Joomla!) beneficial
• Knowledge and/or experience with Virtualization platforms beneficial

Key Competencies

   Functional Expertise

• Analyzes situations, weigh pros/cons, understands nuances and makes recommendations
• Sees the big picture for their pillar and takes initiative to identify current and future needs for that pillar/department

   Bandwidth Management

• Manages multiple projects with minimal guidance from supervisor
• Takes responsibility to meet deadlines or communicates challenges with deadlines

  Relationship Management

• Implements programs and policies to cultivate a positive, collaborative and respectful culture and consistently models these behaviors
• Consistently operates with a “service orientation” mindset when working with internal staff and external stakeholders

   Leadership

• Takes initiative to identify what needs to get done even if not asked to do so, seeking guidance before moving forward
• Finds ways to coach newer or more junior staff and help them develop their skills and contributions
• Is inquisitive and responsive to questions; fosters an environment where curiosity and asking questions are rewarded

   Communications

• Maintains a positive, receptive and approachable demeanor; is viewed by all colleagues and stakeholders as professionally accessible and willing to help
• Proactively communicates status/keeps stakeholders apprised of key information
• Clearly articulates their subject matter through written communications in a clear and concise manner with minimal guidance from supervisor

   Administrative and Financial Responsibilities

• Consistently completes operational responsibilities (timesheets, expenses) on a timely basis
• Operates in a fiscally responsible manner with general competency (i.e., working knowledge) around resource allocation decisions (e.g., time and priority utilization and other financial/economic concepts), in addition to knowledge, compliance with and adherence to SFI expense policies 
• Comprehends and can manage within a financial budget for decision-making purposes within the framework of one or more projects

COMPENSATION & BENEFITS:

We are committed to equity in our salary practices. The salary range for this position is $73,000 to $90,000; the successful candidate’s actual salary will depend on a number of factors, including geography, education/training, experience, time-in-role, management qualifications (as applicable), and skillset.

We are proud to provide our employees with a collaborative, dynamic, and rewarding professional experience, with a competitive compensation and benefits package and growth opportunities. Our benefits include (but are not limited to): 

• Medical, dental, and vision coverage for you and your family.
• Retirement plan with generous employer contribution and additional matching contribution up to 11% of your salary, provided you also contribute 4%.
• Paid Time Off – generous vacation policy ranging from 2 weeks to 5 weeks, increasing with experience, all federal holidays, plus 4 floating holidays annually that may be used to observe additional religious, cultural, or traditional occasions that are meaningful to you, and 12 sick days annually.
• Educational assistance and investment in professional development.

APPLY:

Applications will be reviewed on a rolling basis until we find the right candidate. If you’re interested, apply promptly—early applicants will be prioritized.

Learn more about SFI Staff Culture, read our Diversity, Equity and Inclusion Policy, and review our Indigenous Relations Commitment.