IT MANAGER
ABOUT DOGWOOD
Dogwood Health Trust (Dogwood) is a private foundation based in Asheville, North Carolina. Our purpose is to dramatically improve the health and wellbeing of all people and communities of Western North Carolina. We are committed to diversity, equity, and inclusion. We uphold three values that inform our purpose, our strategies, our decisions, and define the core identity of Dogwood. They are:
- Compassion with Courage. We will be bold in pursuing our commitment to the people and communities of Western North Carolina by taking smart risks and investing in opportunities for profound impact.
- Sustainability with Integrity. We will bring transparency and humility in stewarding resources to support and strengthen Western North Carolina for generations to come.
- Partnering with Purpose. We will foster collective impact by promoting collaboration and advancing shared learning.
In alignment with our vision to create an impact in employment, preference will be given to applicants who live in, or have deep connection to, our foundation's home in Western North Carolina.
SUMMARY
We are seeking an experienced IT professional to handle the day-to-day operations of the IT Department. The IT manager will have an immediate impact on the efficiency of our operations and a long-term impact on our overall growth.
This person will play a key role in the Operations department by partnering with our IT Managed Service Provider (MSP) to help identify risks and opportunities, anticipate future technological needs, as well as improve efficiencies with current systems
RESPONSIBILITIES & DUTIES
IT General Support:
- Collaborate with the MSP to develop, implement, and enhance service delivery.
- Manage daily IT operations, including providing onsite technical setup and support, and troubleshooting general issues with hardware, software, AV, and telecom as needed.
- Ensure IT platforms and systems maintain compliance with organizational policies, state and federal laws, and regulations.
- Serve as system administrator for various platforms responsible for performing systems planning, implementation, and administrative procedures while ensuring systems work together seamlessly to meet business needs.
- Utilize strong communication and collaboration skills to coordinate IT activities with other departments. Effectively communicate complex issues, conclusions, and decisions both orally and in writing.
- Work closely with the MSP to investigate and respond to external and internal issues and vulnerabilities promptly, ensuring clear and proactive communication until remediation.
- Manage technology assets including identifying needs, conduct periodic inventories, track depreciation of equipment, and maintain the asset management platform.
Project and Vendor Management:
- Collaborate with the Director of Operations, internal teams, MSP, and external vendors to create a cohesive IT service delivery model.
- Analyze departmental needs, vulnerabilities, and opportunities to boost productivity, efficiency, and accuracy to inform business decisions.
- Manage IT projects with internal and external stakeholders, ensuring timely and effective project delivery.
- Develop and maintain IT documentation including user guides, problem logs, vendor contracts, software licenses, approved employee access forms, and PC/hardware disposal certificates.
- Conduct internal technology training sessions for employees, fostering continuous learning and skill development.
- Act as a liaison for the Cybersecurity consultant, overseeing the annual insurance application, training campaign, and cybersecurity response plan.
- Conduct quarterly hardware and software audits.
- Review and manage Service Level Agreements and contracts with IT vendors to ensure compliance and optimal partnerships.
- Contribute to IT budget planning while identifying cost-saving opportunities ensuring efficient resource allocation.
IT Quality Enhancement:
- Collaborate with relevant stakeholders to triage and troubleshoot IT issues effectively.
- Stay updated on relevant IT trends, products, and industry standards to enhance regular responsibilities.
- Plan, facilitate, and participate in quality improvement projects to enhance IT processes and services.
- Actively seek opportunities to expand and apply IT knowledge for ongoing improvement.
- Manage service tickets to identify issues, trends, and training opportunities.
- Evaluate, roll out, and provide training for new or existing IT platforms to ensure optimal utilization.
- Engage in the onboarding and offboarding process for employees and other applicable stakeholders.
REQUIREMENTS
Qualifications are a guiding light and not all encompassing of what Dogwood Health Trust considers throughout the selection process. We encourage all candidates to include a cover letter to share how their lived experience, education, and work experience combine to support this role.
Education/Certification
- Bachelors' Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree.
Work Experience
- 5-7 years of Information Technology experience.
Experience
- Previous service desk and/or field service experience preferred.
- AV and Telecom experience preferred.
- Solid knowledge and proficiency in Microsoft applications and environments required.
- SharePoint administrator experience required.
- Prior experience using standard operational procedure documentation to assist customers.
- Prior experience providing technical support in person, over the phone and/or remotely.
- Ability to analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
- Experience working in a team-oriented, collaborative environment.
- Project Management software experience preferred.
- General knowledge of cybersecurity fundamentals
Attributes
- Analytical thinker with a keen attention to detail.
- Ability to pick up new technology quickly and easily with minimal guidance.
- Ability to troubleshoot and problem solve.
- Ability to communicate effectively, both verbally and in writing
- Ability to effectively prioritize and execute tasks.
- Exceptional customer service and interpersonal skills.
WORKING CONDITIONS
This position is a full-time, salaried, exempt role and requires an on-site presence five days per week. Limited travel may be required.
WHAT WE OFFER
Dogwood’s purpose of dramatically improving the health and well-being of all people and communities of Western North Carolina is evident within our doors as well. All full-time team members can participate in a broad offering of competitive benefits, including health insurance, retirement, PTO (Paid Time Off), and more. Starting salary is commensurate with experience that will be vetted through the interview process.
OUR COMMITMENT TO EQUITY AND INCLUSION
Dogwood Health Trust is committed to diversity, equity, and inclusion in our work and on our teams. We know that the rich diversity of perspectives and wisdom that is imperative to our purpose can only come from a wide variety of origins and life experiences. We strongly believe that creating a workplace where all team members thrive is critical to fulfilling our purpose in the communities we serve and we intentionally recruit, develop, and retain the most talented people from a diverse candidate pool.
Qualified candidates are urged to apply and will receive consideration for employment without regard to race, color, ethnicity, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.