Manager of Information Technology

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.

At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.

POSITION SUMMARY

DNWest’s Information Technology department is comprised of three pillars of support: 1.Network/Systems/Security Services; End User Support Services; Electronic Health Record (EHR) Services. The Manager of Information Technology oversees the Information Technology (IT) department at DNWest consisting of the Network/Systems/Security Services and End User Support Services pillars, and serves DNWest by providing information technology solution development, implementation, and support. This role includes managing DNWest’s network, physical, and virtual enterprise system infrastructure ensuring reliability, security, and optimization. 

• Developing methodologies to provide superior customer service and strategic support for IT related business initiatives, governance to IT practices, and with business management.
• Manages evaluation, procurement, installation, configuration, and maintenance of system/network equipment and software, creation and implementation of policies and procedures in adherence to DNWest’s goals, industry best practices, and regulatory compliance.
• Manage staff for DNWest’s Information Technology department providing 24x7 IT support for DNWest business operations.
• Participates in organizational quality improvement projects, continuous process improvement projects, and exhibits quality work practice to others by example.

• Analyzes performance of Information Technology activities and documented resolutions, identify problem areas, and devise/deliver solutions to enhance quality of service and to prevent future problems.
• Keeps abreast of industry trends and emerging solutions that can be applied to DNWest’s business needs.
• Collaborates with business departments to develop IT solutions, implementation, and deliver identified support requirements.
• Participates in annual budget planning.
• Periodical survey of DNWest’s management and staff for service satisfaction.
• Planning, development, and implementation of procedures for full lifecycle asset management and end point security.
• Planning, development, and implementation of procedures for remote and after-hours needs per business requirements.
• Review of current trends while making strategic recommendations for use in-line with DNWest’s business strategies.
• Supports and maintains DNWest’s business continuity plan and contingency plan by creating redundant systems/practices, quality control measures, security review, testing, and documentation.
• Develops, documents, and maintains policies/procedures for DNWest’s systems and associated training plans for system administration and appropriate use.
• Manages and contributes to Information Technology responses to the DNWest Cyber Incident Response Plan.

• Maintains up-to-date knowledge of hardware and software contracts and oversees contract-based installations.
• Forecasts future equipment, software, and service needs.
• Prepares budget proposals and operational expenditure statements.
• Conducts research on emerging products, services, protocols, and standards in support of Information Technology procurement and development efforts.
• Consult with vendors for the procurement of new system technologies, oversees installations, and resolves adaptation issues.
• Reviews and reconciliation of invoices for equipment vendors.
• Performs product management for development of new software and services within DNWest.

• Oversees development of network and server systems, business continuity practice, maintenance, and testing.
• Provides monthly performance reports of critical systems with analysis and explanation of interruptions in service.
• Manages the processing of incoming work orders and calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of DNWest’s staff issues.
• Designs and enforces request handling and escalation policies and procedures.
• Manages the Service Desk system software.
• Reports Service Desk performance statistics for management.
• Provides product management support for the development of software and implementation of process improvement projects.
• Oversees implementation of all end user work systems and software.
• Develops automated change management functions and incorporates best practices into the Service Desk management system.
• Manages and when necessary, performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Manages and when necessary, performs hands-on fixes at the server/network level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Manages and when necessary, analyzes system, server, application, network, security, and input/output device performance.
• Monitors and tests resolutions to ensure problems have been adequately resolved.
• Asset management, including reporting, of all end user systems from acquisition through retirement.
• Manages and ensures digital sanitation of all DNWest’s equipment at end of life.
• Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency.
• Oversees development and dissemination of help sheets, usage guides, and Frequently Asked Questions (FAQ) lists for DNWest’s staff.
• Coordinates and provides support with system administrators on infrastructure and enterprise system projects.
• Manages and maintains IT on-call schedule using support services staff and system/network/security administrators.
• Provides weekly and monthly reports on project status to management.
• Oversees the development, implementation, and administration of support staff training procedures and policies. Provide on-going end user training through appropriate methods to enhance end user effectiveness with DNWest’s technologies.

• Hires, orients, develops, and trains staff into highly functional teams.
• Provides timely and ongoing performance feedback and direction to all reporting staff.
• Plans and conducts performance appraisals of Information Technology staff, administer corrective action, partners with Human Resources, Recruiting, and Payroll on raises, bonuses, and promotions as required and necessary.
• Ensures timely and accurate time reporting and submittal.

• Ability to interface with a variety of groups and all DNWest’s departments to perform a variety of complex, responsible, and confidential duties.
• Experience in management of staff in remote locations.
• Exceptional knowledge of computing hardware (mobile and stationery), network systems, and operating software.
• Extensive application support experience with Microsoft products, SaaS applications, and knowledge of SharePoint environments.
• Extensive remote end user support.
• Management within a 24x7 environment.
• Demonstrated digital asset management experience.
• Strong budget management background.
• Working knowledge of a range of diagnostic utilities.
• Extensive experience in automating work processes.
• Demonstrated progressive experience in the management of a technical support team.
• Proven record of accomplishment in developing and providing service level agreements (SLA) and Information Technology deliverables.

• Required: A college diploma or university degree in the field of Computer Science or equivalent. The equivalent of 8 years of relevant work experience may be substituted for the education requirement.
• Required: At least 5 years of direct experience with personnel management.
• Required: At least 2 years of direct experience with Service Desk management.
• Required: At least 5 years of direct experience with Systems and Network administration.
• Preferred: At least 2 years of management experience in a 24x7 IT environment.
• Preferred: At least 2 years of direct experience with cybersecurity administration.
• Preferred: Microsoft Certification: (Entra, Azure, Server).
• Preferred: Information Technology Infrastructure Library (ITIL) Service Management certification.

Provided compensation data is subject to change based on location and work status. Salary data provided by third party sites do not accurately reflect our pay structure.