IT Operations Manager

Job Description

The IT Operations Manager is responsible for leading our technical support team in providing excellent customer service, ensuring high quality technical support and client satisfaction. Key responsibilities also include asset tracking and management, end-user training in M365 applications, and managing the museum’s telephony and telecommunications systems.

The IT Operations Manager oversees incident and request management, ensuring timely and efficient resolutions in line with Service Level Agreements (SLAs). Additionally, this position is responsible for PBX MACs and configuration changes, tracking and managing museum computer assets, maintaining the printer and MFP fleet, managing and ordering IT supplies, and ensuring quality in business-critical networks that link data and voice communications, including telephone, computer, and voicemail systems.

This position requires a solid technical background, and significant customer service experience as we look to mature and expand the Service Desk team’s capabilities as the Museum’s technology toolset continues to expand. It also requires the ability to formulate and enforce IT end-user policies and oversight of the hardware asset management practices. A problem-solving attitude with the ability to motivate the Help Desk team to achieve specific goals, manage a telecommunications infrastructure, and maintain assets and supply inventory are essential skills to perform well in this position.

Responsibilities

Manage the Help Desk, including staff supervision, asset supply, deployment, and vendor management

Schedule regular and weekend support staff for onsite and hybrid work

Manage the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely and effective resolution of end user issues

Track and analyze trends in Help Desk requests and generate and share reports with Technology management

Recruit, train and support Help Desk team members and evaluate performance

Set service desk team standards and establish and regularly review best practices

Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency

Support the management of IT assets at all stages of the asset lifecycle

Conduct periodic audits to evaluate IT asset data accuracy. Investigate and recommend corrective measures to resolve data accuracy issues

Administer all telephone related products and services: responsible for managing PBX system, including phones, DIDs, MACs, circuits, and user training

Monitor and maintain printer/copier fleet, including ordering and stocking supplies and creating vendor trouble tickets

Oversee the relationship with vendors and providers of all telephone-related products and services; process vendor invoices and verify charges are accurate

Other duties as assigned by IT management

May be required to work evenings and/or weekends for off-hours service requests, emergencies, or work required to be performed outside of normal business hoursRequirements and skills

Minimum five years of experience in Help Desk technical support

Minimum three years of experience in user support in M365 environment

Strong customer service skills

Excellent analytical and troubleshooting skills

Ability to work under pressure

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Compensation & Benefits

Compensation rate of $85,000 per annum

Medical, Dental, Vision, 403(B) elections

Generous PTO benefits

Commuter benefits - parking and mass transit

Admission to world-renowned museums across the city and nationally

Pet insurance and discounted membership for Citibike

Not sure you meet 100% of our qualifications? Research shows that men apply for jobs when they meet an average of 60% of the criteria. Yet, women and other people who are systematically marginalized tend to only apply if they meet every requirement. If you believe that you could excel in this role, we encourage you to apply. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you’re new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or take the next step in your career path, we will be glad to have you on our radar. Please use your cover letter to tell us about your interest in the arts and culture space and what you hope to bring to this role.

About the Whitney:

The Whitney Museum of American Art, founded in 1930 by the artist and philanthropist Gertrude Vanderbilt Whitney, houses the foremost collection of American art from the twentieth and twenty-first centuries. From her vision arose the Whitney Museum of American Art, which has been championing the most innovative art of the United States for 86 years. The core of the Whitney’s mission is to collect, preserve, interpret, and exhibit American art of our time and serve a wide variety of audiences in celebration of the complexity and diversity of art and culture in the United States. Through this mission and a steadfast commitment to artists themselves, the Whitney has long been a powerful force in support of modern and contemporary art and continues to help define what is innovative and influential in American art today.

EEO Statement:

The Whitney Museum of American Art is an Equal Opportunity Employer. The Museum does not discriminate because of age, sex, religion, race, color, creed, national origin, alienage or citizenship, disability, marital status, partnership status, veteran status, gender (including gender identity), sexual orientation, or any other factor prohibited by law. The Museum hires and promotes individuals solely on the basis of their qualifications for the job to be filled. The Museum encourages all qualified candidates to apply for vacant positions at all levels. This description shall not be construed as a contract of any sort for a specific period of employment.

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Full-time