IT Operations Manager

Who We Are:

Founded in 1891 by a group of visionary volunteers, The Trustees of Reservations (The Trustees) is Massachusetts’ premier conservation and preservation organization. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our properties are open to all, and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public. As a non-profit conservation organization, we are funded and supported entirely by our visitors, supporters, volunteers, and our 100,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org.

Posting Information:

Salary/Hourly Rate: $98,000 – $112,000 Hours per week: 40 Job Classification: Full-Time, Exempt Job Type: Hybrid (3 days in office), some travel required as needed across MA Location: Boston, MA

What You’ll Do:

Your Impact:

Are you a motivated and self-directed individual with strong customer service, communication, and technical skills? Our IT team is seeking an IT Operations manager to help oversee day-to-day IT operations, provide enterprise level support, and implement new tools, technologies and procedures.

The Role:

As the IT Operations Manager, you will have a wide array of responsibilities including providing support for software, hardware, networks, mobile devices, and telephony. You’ll work with the IT Director and other IT Technicians to provide support to a dynamic organization with an important mission.

Specifically, you’ll:

• Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner.
• Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures.
• Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times.
• Maintain central office and satellite location networks
• Manage and coach IT Technician/s on the team
• Oversee Asset Management across the organization

You’ll also be responsible for:

Customer Support and Communication:

• Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner.
• Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention.
• Maintain clear and effective communication with end users, ensuring they are informed throughout the support process.
• Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently.

Problem Management and Issue Resolution:

• Identify recurring technical issues and work with other IT teams to find long-term solutions.
• Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures.
• Track and report on common support issues and escalate problems to appropriate departments when necessary.
• Proactively monitor and identify potential IT problems before they impact users.

Reporting and Analysis:

• Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics.
• Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs.
• Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience.

Continuous Improvement:

• Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures.
• Stay up to date with industry trends and best practices in IT support and helpdesk management.
• This is a full-time, exempt position (40 hours/week) reporting directly to the IT Director.

What You’ll Need:

Skills and Experience:

Required:

Minimum 2+ years of Office 365 Administration experience in a professional setting A strong understanding of networking concepts The ability to work independently Experience providing high quality customer service and problem solving Excellent communication skills Proven track record of process improvement Must have a personal form of transportation for transit to property sites as necessary

Preferred:

5+ years of experience in IT, preferably in a non-profit environment with multiple technology sites Experience administering MS Teams Phone Experience with JAMF (MDMs), NinjaOne, and Freshdesk (helpdesk software) Experience with IT Vendor Management and working with external software partners Experience managing an IT direct report

Eligibility Criteria:

• Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
• A satisfactory criminal background (CORI) check.

Don’t quite have all the skills and experience listed above? We still want to hear from you! Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above.

• Questions? Contact our People team at people@thetrustees.org

Your Benefits:

Sick time: 15 days per year Vacation time: 20 days per year Holidays: 12 observed holidays, 3 floating Health Insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits. Short-Term and Long-Term Disability Insurance Massachusetts Paid Family Medical Leave Life Insurance 401k with 5% match after 1 year of employment Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice. Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions. Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns. Day of Wonder: Spend one workday per year to exploring a Trustees property Day of Service: Spend one workday per year to helping with a project at a Trustees property

Equal Opportunity and Diversity:

The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including, but not limited to, age, race, ethnicity, sex, gender, sexual preferences, nation of origin, religion, or disability status and strongly encourages applications from people of color, persons with varying abilities, women, and LGBTQ+ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts, who are at the core of our mission. The Trustees’ commitment to advancing the organization’s vision for this work may be found here: Diversity, Belonging, Inclusion and Equity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. We are committed to creating an inclusive and accessible work environment. To request reasonable accommodation during the application or interview process, please contact us at people@thetrustees.org. Cost Center: 3000-101-0000