IT Manager

Company Overview:
Established by the United Ways of New Jersey to bring the 211 Service to its residents. The 211 Service begins with a national three-digit dialing code that connects to a live specialist with availability 24/7 via phone, text or chat. It is also an online, self-service portal to search for human service programs statewide. The majority of programs listed are nonprofits or government-operated. They help with essential needs such as housing, food, healthcare, childcare and utility assistance.

Our mission is to empower individuals by providing information, referrals, and hope to meet a broad range of health and human service needs. With an annual budget of $9 million sourced from government and charitable contributions, NJ 211 is a trusted resource for residents, professionals, and state officials during times of personal crises and statewide disasters. Nationally accredited by Inform USA, NJ 211 adheres to best practices in delivering information and referral services.

Position Overview:
The IT Manager is responsible for the operation and support of the enterprise IT infrastructure of the organization. This includes cloud based services and applications utilized by the staff, physical network and server infrastructure within the office, and all endpoints (primarily laptops). This individual will be responsible for the day-to-day IT operations of the contact center and back office, and will be part of the team that is involved in the long term planning of the technology roadmap for the organization. The IT Manager will also be involved in project management, budgeting / financial exercises and technology consulting on new and existing initiatives as needed. The IT Manager will have a deep understanding of a broad range of technologies that they will act as either the subject matter expert or tier two/three support person for most all technologies utilized by the organization.

The IT Manager reports to the IT Director, and will be responsible for managing the IT Technician.

Responsibilities:

• Manage the physical infrastructure within the NJ 211 Partnership office. This includes:
  • Windows based servers (hypervisor and VMs), storage and Active Directory domain
  • network infrastructure, including firewalls, internet connectivity, switches and wireless access points
  • Windows based workstations and laptops
  • printers, phones, and various network based office equipment
• Manage the cloud infrastructure services for staff, back office operations and the public. This includes: Microsoft 365, Google G-Suite, Microsoft Azure, and Amazon Web services.
• Manage the operations of cloud based application services for staff. This includes: Five9 Contact Center as a Service (CSaaS) and iCarol (Information and Referral specific CRM).

• Manage business continuity and disaster recovery processes and practices. This includes: managing and testing backups both local and cloud based.

Manage updates and revisions to BC and DR plan for IT services, as well as work as part of the management team on organization wide BC and DR planning and practice.

• Manage Help Desk / Support Services. This includes: IT Asset Management (ITAM) - hardware, licensing, service contracts, configuration management and tracking, etc.
• Service Desk (ITSM) - manage or handle technical issues, including staff help requests, equipment and service outages, and equipment repair/replace.

• Work with the IT and Finance team to estimate, plan and implement changes to IT infrastructure needs across the organization.
• Help create and maintain IT-related documentation utilized by both the IT team and the organization.
• Work with the Finance team to procure equipment and services as needed.
• Work with the IT Director and Executive team to plan long term goals and projects related to IT operations.
• Manage day-to-day operations of the IT Support team (IT Technician).
• Other duties as assigned.

Qualifications:

• Bachelor s degree in IT systems or similar degree.

• 3-5 years IT experience.
• Ability to self-manage and direct.
• Telephony experience preferred. Five9 CSaaS experience a plus.
• Experience with Microsoft server and workstation operating systems, including Active Directory
• Experience with cloud computing infrastructure management. MS 365 preferred. MS Azure experience a plus.
• Strong verbal and written communication skills.
• Strong attention to detail.

NJ 211 is a disaster response organization working in partnership with the state emergency operation center. This requires all staff to be available during times of emergency, to work beyond normal hours and/or flexible hours to meet needs.

FSLA: This position is Exempt. This position can be a hybrid position working a minimum of 2 days a week in the office. You must also be available to work after hours.

The salary will be up to $80,000.

NJ 211 is a friendly, fast-paced and demanding work environment. Our new and professional office offers a comfortable work atmosphere, conveniently located near Route 287 and Route 10. We value a life-work balance and provide four weeks PTO, flex time and hybrid schedules. Individuals with a passion for helping others will thrive at NJ 211.
NJ 211 offers a generous benefits package. Employee benefits include health, vision, dental, and life insurance, 401(k) savings plan with employer match, paid time off, paid holidays, and hybrid work schedule.

Temporary staff must be with the organization for six months in order to be considered for regular full time employment within the organization.

NJ 211 does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity employer.