IT Support Manager

Eurasia Foundation - Washington, DC

Full-time - Mid Level

Washington, DC

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The IT Support Manager at Eurasia Foundation (EF) plays a crucial role in maintaining a robust IT infrastructure for the Kyiv office, ensuring seamless and efficient IT operations. This position is vital for supporting the Digital Transformation Activity (DTA), an innovative eGovernance program aimed at bolstering Ukraine's digital transformation amidst ongoing challenges. The IT Support Manager will report directly to the Head of Administration & Security and will work under the technical direction of the corporate Information Technology and Knowledge Management function. In this role, the IT Support Manager will coordinate user onboarding and offboarding processes, which include setting up technology and accounts for new users, as well as managing the retrieval of equipment and software from departing employees. The manager will also be responsible for updating the equipment and software inventory, assisting with the acquisition and decommissioning of IT resources, and managing the lifecycle of corporate mobile phones. This includes liaising with service providers, assigning phones to users, monitoring policy compliance, and resolving user issues. Additionally, the IT Support Manager will manage relationships with third-party IT support vendors to ensure that service level objectives are met and that colleagues' questions and problems are addressed in a timely and customer-oriented manner. Effective office network administration and policy implementation will also fall under the manager's purview, along with providing guidance and follow-up on colleagues' inquiries. The role requires ensuring that all equipment, software, and services are set up and managed according to corporate policies and standards. The IT Support Manager will also coordinate the installation and configuration of computer hardware, software, systems, networks, printers, and scanners as needed. Creating and maintaining relevant training materials on the intranet portal, as well as training staff in the efficient use of equipment and software, particularly Microsoft 365 applications, will be essential. The manager will assist users in finding appropriate solutions for software and technology-related questions. Furthermore, under the direction of the corporate IT function, the manager will oversee local IT projects and cybersecurity risk management activities, conduct internal IT assessments, and assist with technology projects and security audits as assigned. Other related duties may be assigned by the Head of Administration & Security.

Responsibilities

• Coordinate user onboarding and offboarding, including technology and account setup and equipment retrieval.
• Update equipment and software inventory.
• Assist with equipment and software acquisition and decommissioning.
• Manage corporate mobile phone provisioning and lifecycle, liaising with service providers and assisting users with issues.
• Manage relationships with third-party IT support vendors to ensure service level objectives are met.
• Ensure effective office network administration and policy implementation.
• Provide guidance and follow-up on colleagues' questions in a timely manner.
• Ensure equipment, software, and services are managed according to corporate policies and standards.
• Coordinate installation and configuration of computer hardware, software, systems, networks, printers, and scanners.
• Create and maintain training materials on the intranet portal.
• Train staff in efficient equipment and software usage, including Microsoft 365 applications.
• Assist users with technology questions and issues.
• Manage local IT projects and cybersecurity risk management activities under corporate direction.
• Conduct internal IT assessments and assist with technology projects and security audits as assigned.
• Perform other related duties as assigned by the Head of Administration & Security.

Requirements

• Bachelor's degree in information technology.
• 3 to 5 years of related professional experience in IT support or coordination/management of IT resources.
• At least 3 years of experience in IT Support or Coordination/Management of IT resources.
• Working knowledge and strong interest in Information Technology management and user support principles and processes.
• Knowledge of cloud Microsoft Windows operating systems and computing systems, including MS 365, SharePoint Online, and MS Office.
• General knowledge of technology security.
• Experience working with and coordinating third-party service providers.
• Customer-service orientation, particularly for internal clients.
• Attention to detail.
• Strong analytical and problem-solving skills.
• Fluency in Ukrainian and English.