Information Technology (IT) Applications & Support Manager

Job: Full Time Information Technology (IT) Manager in Oro Valley, Arizona. HYBRID

Are you a ROCKSTAR IT Manager looking for an organization with an AWESOME company culture?! Western National Parks Association (WNPA), a nonprofit partner of the National Park Service (NPS), home-based in Tucson, Arizona is seeking a Full-Time Information Technology (IT) applications & Support Manager.  As the Information Technology (IT) Applications & Support Manager you will oversee, manage and implement WNPA’s application software including RetailPro, Sage 300 ERP, and Office 365, as well as provide associated user support, training, policies and procedures, and systems documentation. 

Responsibilities include acting as a liaison among clients, vendors, consultants, technology partners, and internal/external customers and working to ensure the smooth application of WNPA’s software systems across more than 80 individual sites across 12 states.  The IT Manager directs WNPA’s IT Coordinator(s) to ensure IT support requests are responded to in a timely and satisfactory manner and that policies and procedures are developed and followed.  S/he coordinates with all of WNPA’s departments to ensure policies, processes & procedures are being followed and assists with projects ensuring proper and accurate database maintenance.

Primary Areas of Responsibility:

• Policies and Procedures Documentation
• IT Ticketing System
• Office365 cloud-based application management
• Project management
• Systems testing
• Quality Assurance
• End-user training and support

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily within the parameters set forth below.  Other duties may be assigned.  Reasonable accommodation(s) will be considered for qualified individuals with disabilities.  Please see Human Resources for assistance.

ESSENTIAL FUNCTIONS

• Plans, directs, and manages the daily operations of a computer operations department; 
• Responsible for the operation of mainframe and peripheral information system equipment and for developing schedules for equipment usage; 
• Leads support personnel who troubleshoot IT issues;
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected; 
• Investigates and gains an understanding of operational processes and identifies needs as they relate to technology and communication equipment and works effectively with operational staff in the coordination of IT projects;
• Ensures that issues are resolved as quickly as possible;
• Ensures data is maintained and coordinates resolutions to any errors;
• Ensures all WNPA departments have access to necessary reports and develops additional reports as needed;
• Evaluates new information systems products or services and suggests changes to existing products or services to better aid the end user; 
• Ensures proper functioning of the company’s information processing system and makes upgrades as necessary;
• Helps business operations utilize information systems to aid efficiency;
• Keeps computer equipment, hardware, and software updated to meet organizational needs and licensing requirements and agreements;
• Maintains working relationships with clients, vendors, consultants, technology partners and internal/external customers ensuring contracts are kept up to date and cost maintenance strategies are assessed and analyzed on a periodic basis; 
• Recommends appropriate maintenance strategies to ensure uninterrupted systems usage and proper backup and recovery procedures are followed;
• Recommends adjustments to systems and/or equipment to ensure cost-efficient and effective systems/equipment infrastructure;
• Keeps current with technology updates to ensure technology opportunities are taken advantage of, whether the opportunities relate to speed, improved processing, cost efficiencies, etc.
• Performs other related duties, as requested or required.

SUPERVISORY RESPONSIBILITIES

Supervises the IT Coordinator(s), and any other IT staff, and may coordinate and lead the work of volunteers, contractors and consultants during program/project planning and implementation. 

PERFORMANCE STANDARDS

• Demonstrated leadership skills;
• High-quality work product, including written communication and verbal presentation skills;
• Accurate and timely management of information;  
• Effective prioritization;
• Professional and respectful demeanor;
• Commitment to maintaining a collaborative relationship with the WNPA senior management team and support personnel;
• Commitment to the mission and goals of WNPA.

EXPERIENCE AND EDUCATION

• Bachelor’s degree or minimum 5 years’ experience managing IT functions for a medium to large organization;
• At least five years of professional demonstrated work experience in the field;
• Experience with a non-profit organization a plus;
• Strong computer proficiency, including familiarity with systems, network, and application software; 
• Must have strong communication skills; strong organizational skills; and ability to collaborate effectively with all levels of personnel;
• Strong written communication and presentation skills are required;
• Must believe in and uphold the WNPA mission.

KNOWLEDGE, SKILLS & ABILITIES 

• Ability to listen and use the information received to influence decisions;
• Ability to present or convey information clearly and accurately to an individual or group of individuals;
• Ability to use independent judgment and maintain attention throughout the performance of duties;
• Ability to analyze and solve problems and deal with a variety of variables in situations where only limited standardization exists;
• Ability to think strategically and leverage support and volunteer involvement;
• Ability to work with minimal supervision and meet goals;
• Ability to manage multiple tasks and meet deadlines;
• Ability to build and maintain positive working relationships with all WNPA personnel, the Board, volunteers, and members of the public;
• Knowledge of and proficiency with Microsoft Office applications, as well as fund-raising, accounting, and POS applications software and databases. 

EQUIPMENT USAGE REQUIRED

• Familiarity with computer software, including Microsoft Excel, Explorer, Outlook, PowerPoint, Word, and fund-raising database applications; experience with, Office365, Azure, Sage and RetailPro preferred;
• Internet research, networking, and communication tools;
• Ability to troubleshoot multi-line telephone systems;
• Familiarity with the functionality of copy and FAX machines.

WORK ENVIRONMENT

The noise level in the work environment is usually quiet. Work is typically performed indoors in a climate-controlled environment.  The environment will vary when outside travel is required.

• Physical demands for this role are administrative in nature. For a specific list of physical demands, please contact Human Resources at Recruiting@wnpa.org. 

TRAVEL

The position may require travel to field locations to facilitate systems installation and training including possible overnight stays. 

WHAT WE CAN DO FOR YOU

We are committed to providing you with excellent employee benefits and support. As a full-time employee you will be eligible for:

• Choice of 3 premium subsidized PPO Medical plans with built-in HSA or HRA, PPO Dental, Vision, Flex Medical Savings Plan, Dependent Care Savings Plan, Optional Voluntary Term Life, and 403(b) Retirement Plan with a fully vested 100% match up to 8.33% of income after 6 months service.
• Company Paid Benefits include: Short- & Long-Term Disability, a $50,000 Employee Group Life policy, EAP, and Health & Wellness resources.
• Eleven paid holidays, additional paid floating holiday, accrued paid vacation, and sick time.
• Employee Appreciation: 15% Discount on employee purchases in-store.
• Employee Referral Bonuses

 (This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.)

Western National Parks Association is an equal-opportunity employer that is committed to diversity, equity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state, or local laws.  WNPA makes hiring decisions based solely on qualifications, merit, and business needs at the time.