Title: IT Operations Manager

Department: Information Technology (IT)

Reports to: Vice President, Operations

FLSA Classification: Exempt

Position Summary:

The IT Operations Manager is responsible for developing and implementing the overall organizational IT strategy in support of DMEC’s mission and strategic goals. This includes the management and maintenance of organization-wide IT systems and hands-on selection and implementation of new systems as needed. This position is also responsible for managing day-to-day IT operations, staff, vendors, and contractors, providing exceptional customer service and project management. Displaying DMEC’s core values, this position works collaboratively with cross-functional teams to understand IT needs and develop optimized solutions.

Job Duties and Responsibilities:

• Serve as the primary contact person for DMEC IT systems and provide timely and effective resolution of incidents and service requests.
• Research, analyze, and recommend updates to existing IT systems and new technology solutions to streamline internal processes and external delivery of DMEC products and services.
• Serve as business analyst and technical sponsor for IT projects, providing project oversight to ensure projects meet stated objectives, timelines, and deliverables.
• Monitor, track, and benchmark IT systems to determine operating costs, productivity levels, and upgrade requirements to ensure efficiency and effectiveness of DMEC’s IT infrastructure.
• Ensure security of IT systems, member and customer data, and user access. Manage disaster recovery, break protocol, and backup procedures if necessary.
• Manage contracts/SOWs, deliverables, service requests, and incident resolution for outsourced IT functions (desktop/security support) and outside IT consultants and contractors.
• Manage all IT vendor relationships
• Create and present regular IT updates for DMEC staff and senior leadership.
• Monitor and track market and competitive research and industry trends to guide IT strategy and system upgrades.

• Oversee and manage the company’s database and systems to ensure that records are complete, accurate, and secure, and workflows and processes function effectively.
• Provides Tier 2 technical support to external users and provides customer service in the absence of the Customer and Accounting Support Specialist.
• Create and manage the annual IT budget, including forecast development, expense scheduling and monitoring, and variance analysis.
• Other duties as assigned.

Knowledge, Skills and Abilities:

(Knowledge, skills, and abilities are the qualifications an individual needs in order to perform the essential functions of the job.)

• Must have excellent customer service and interpersonal skills.
• Must have excellent verbal and written communication skills.
• Must be a strategic thinker and be able to support DMEC’s strategic plan through effective and efficient use of IT systems.
• Must have demonstrated problem-solving skills and the ability to lead and work very effectively within and across departments.
• Must be process-oriented and implementation-driven.
• Must be articulate and diplomatic and serve as an ambassador for DMEC and its sponsors, members, and volunteers.
• Must be willing to keep abreast of new technologies and advances as well as IT management best practices.
• Must have strong analytical skills and be able to track company results, cross-tabulate various data sources, review data from different angles, and make improvement suggestions.
• Must be an ambitous, life-long learner who strives for continuous improvement and advancement.

Education & Experience:

(The minimum educational and experience level qualifications an individual needs in order to perform the essential functions of the job.)

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field; Master’s degree a plus

• 3+ years’ Salesforce experience required; Certified Salesforce Administrator and Certified Salesforce Developer designations preferred
• 3+ years experience required managing a customer relationship management (CRM) platform, such as Nimble AMS
• 3+ years experience preferred managing a marketing automation platform, such as Marketing Cloud Account Engagement (formerly Salesforce Pardot)
• 3+ years’ experience managing staff, including both performance management and mentoring
• APEX, CSS, and JavaScript experience required
• Learning management and on-demand training systems experience preferred
• Proficient in Microsoft Office365, SharePoint/OneDrive, and Adobe products

Physical Demands:

The duties outlined above require certain physical capabilities which must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• This is a remote position. A quiet home office is required.
• Travel one to three times per year is required.