Director - IT Support - GREATER CHICAGO FOOD DEPOSITORY

Bring your strong IT systems support background to an organization that serves others in our community. Seeking an experienced Information Technology Systems Support person who will have responsibility for IT systems, user support and user education. The role will report to the CIO and be a visible part of the work environment supporting the Food Depository. The role will work closely with a third-party IT Managed Service Provider (MSP), as well as various IT vendors and internal IT staff.

The impacts of COVID-19 in our community have greatly increased the need for food and services that come from the Greater Chicago Food Depository. Our staff are working hard to keep up with the need. We are making investments in our technology to improve the way we work.

Key Responsibilities and Essential Functions:

• Manage the support processes for the Food Depository. This includes the reactive (incidents/tickets) as well as the proactive (patching, upgrades, monitoring).
• Manage the servers, network and remote access, working closely with our IT MSP.
• Coordinate the systems onboarding of new employees and the account deactivation when employees depart.
• Work closely with our IT MSP to ensure support processes are effective.
• Define and implement system improvements such as improved backups, improved IT Security, Disaster Preparedness, etc.
• Define and implement a more consistent hardware/software image for users.
• Define and implement an IT training curriculum for employees to improve the knowledge of our users. The IT Support Senior Manager has a direct report that is primarily responsible for this activity.
• Manage the various IT system accounts and user permissions.
• Improve the user experience with audio/video on laptops and in conference rooms.
• Work with IT staff and the IT MSP to define and implement improvements.
• Train operations staff on use of improved systems and data.
• Communicate status and metrics to your supervisor weekly.
• Perform other duties as assigned by the CIO.

• 10+ years of IT systems experience including 5+ years of IT support-related experiences.
• Strong systems understanding including Microsoft Office 365, Active Directory, Windows Servers with VMWare, SharePoint, SQL, Windows Shell Commands.
• Experience building proactive IT support processes to reduce IT incidents.
• Enthusiasm for the mission of the Food Depository
• Excellent written and verbal communication skills.
• Ability to interact effectively at a management level and as an individual contributor. Must dig in and solve problems. We are a small IT team and we all dive in as needed to solve specific problems.
• Strong interpersonal skills, comfortable working closely with end users, team members, functional owners and leadership.
• Eligible to work in the United States.