The Carter Center: Associate Director, IT User Support - Emory University

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Description

 

The Carter Center is a 501(c)(3), not-for-profit, nongovernmental organization founded in 1982 in Atlanta, GA, by former U.S. President Jimmy Carter and his wife, Rosalynn, in partnership with Emory University. The Center has helped to improve millions of lives in more than 80 countries by waging peace, fighting disease, and building hope. The Carter Center is guided by a fundamental commitment to human rights and the alleviation of human suffering. It seeks to prevent and resolve conflicts, enhance freedom and democracy, and improve health.  

 

The Carter Center collaborates with other organizations, public and private, in carrying out its mission around the world. Current information about the Center’s many programs and activities are available at The Carter Center.  

 

SUMMARY:

 

The Associate Director, IT User Support manages local and/or remote user-facing resources and assists the global organization to define a positive customer experience and owns the strategies to increase customer satisfaction. Helps the Atlanta IT support team develop and leverage their knowledge base to expedite the resolution of recurrent issues. Identifies ways to proactively reduce requests through automation, documentation, and process improvement. Sets high standards for issue handling, escalation procedures and problem management across the organization and guide the team with metrics and goals that clearly measure their success. Advises IT management on issues that affect end users. Ensures compliance and uniform, transparent systems across the organization by working closely with other area managers and directors. Maintains the appropriate mix of business knowledge, technical skills, and competencies that balance the agility required to achieve continuous improvement and ensure that core IT functions are reliable, stable, and efficient. Hires, trains and supervises staff. Provides, either personally or through the team, periodic training session for Atlanta staff. This position will report to the Chief IT Officer. Some international travel may be required. Due to the travel requirement, Hostile Environment Awareness Training (HEAT) will be required.

 

FORMAL JOB DESCRIPTION:

• The Associate Director, IT User Support manages The Carter Center's local and/or remote user-facing resources and assists the global organization to define a positive customer experience and owns the strategies to increase customer satisfaction.
• Helps the Atlanta IT support team develop and leverage their knowledge base to expedite the resolution of recurrent issues.
• Identifies ways to proactively reduce requests through automation, documentation, and process improvement.
• Sets high standards for issue handling, escalation procedures and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
• Advises IT management on issues that affect end users.
• Ensures compliance and uniform, transparent systems across the organization by working closely with other area managers and directors.
• Maintains the appropriate mix of business knowledge, technical skills, and competencies that balance the agility required to achieve continuous improvement and ensure that core IT functions are reliable, stable, and efficient.
• Hires, trains, and supervises staff.
• Provides, either personally or through the team, periodic training session for Atlanta staff.
• This position reports to the Chief IT Officer.
• Some international travel may be required.
• Due to the travel requirement, Hostile Environment Awareness Training (HEAT) will be required.
• Provides guidance and support to the IT User Support team.
• Accountable for leading and motivating staff to deliver excellent technical/non-technical support to The Carter Center local and Country Office staff.
• Troubleshoots technical/non-technical issues, providing user support and identifies ways to reduce requests through automation, documentation, and process improvement.
• Recruits, develops and nurtures IT support staff.
• Coordinates with People Operations and Program (POP) on user onboarding and user offboarding.
• Develops and implements reports and measures utilizing the service ticket management system to identify systemic issues, tracks resource productivity and schedule work.
• Provides meaningful reports and metrics to senior management.
• Leverages metrics to measure staff and overall performance and optimize IT operations.
• Advises IT management on issues that affect end users.
• Coordinates closely with the Associate Directors in IT for ticket escalation, task prioritization and ticket and work order resolution.
• Helps the Atlanta IT support team develop and leverage their knowledge base to expedite the resolution of recurrent issues.
• Coordinates closely with the Associate Directors in IT for ticket escalation, task prioritization and ticket and work order resolution; also, collaborates with them to plan for the support of new tools and services and improve the level of support provided for existing ones.
• Maintains and continually improves high performing operations for computer provisioning and re-imaging.
• Coordinates with HR on user onboarding and user offboarding.
• Coordinates with IT administrative assistant to make sure hardware and other stock is always on hand as needed and that computers are available for scheduled refresh.
• Shares practices and procedures with country office IT staff and ensures there is support coverage for them when they are out of the office.
• Provides leadership, guidance, and training for local and Country Office staff.
• Ensures appropriate training and documentation is provided for all staff.
• Where live training is relevant, is responsible for ensuring training is scheduled and delivered.
• Maintains overall responsibility for the procurement, storage, provision, support, and maintenance of all end-user hardware and supplies per policy. Manages and coordinates exception requests to these policies.
• Responsible for the support of the management of the computer image.
• Responsible for supervision of IT User Support staff.
• Provides technical guidance and support to local and Country Office staff.
• Provides guidance to staff by assisting in their orientation and by assisting in their day-to-day activities to ensure an effective and productive work environment.
• Ensures compliance with all organizational policies and procedures.
• Coordinates efficient office procedures in support of program activities.
• Maintains professional growth and development of self by identifying educational/training programs, professional organizations, activities, and resources to maintain knowledge of national trends and to promote leading edge expertise.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

• Bachelor's degree and seven years of related IT experience, OR an equivalent combination of education, training, and experience. IT Service Management knowledge and experience, including Incident Management, Knowledge Management, Continual Service Improvement is preferred.

PREFERRED QUALIFICATIONS:

• Bachelor's degree or equivalent in computer science or a related field.
• Direct experience overseeing service desk operations and the implementation and management of incident tracking systems is required.
• Excellent troubleshooting skills are required.
• Deep knowledge of the Microsoft stack including but not limited to:
  • Teams
  • One Drive
  • SharePoint Online
  • Excel
  • Word
  • PowerPoint
  • Microsoft Outlook/Exchange Online.
  • Intune and Autopilot
• Experience with printers and web-based phone systems (Teams)
• Understanding of the ITIL framework.
• Basic networking configuration and security knowledge.
• Basic project management knowledge.
• Experience with ITSM systems.
• Experience with FreshService is a plus.
• Project management experience is a plus.
• Excellent written and oral communication skills with an ability to generate high-quality presentation materials and ability to effectively communicate with end users and management.
• Proven track record of excellent attention to detail and a desire to continuously deliver a first-class user experience.

Applicants must be currently authorized to work in the United States for any employer.

 

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to The Carter Center on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines.  All non-exempt employees must reside within the state of Georgia. The Carter Center reserves the right to change remote work status with notice to employee.

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Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.