Manager, IT Service Management

Conservation International protects nature for the benefit of humanity. Through science, policy, fieldwork, and finance, we spotlight and secure the most important places in nature for the climate, biodiversity, and for people. With offices in 30 countries and projects in more than 100 countries, Conservation International partners with governments, companies, civil society, Indigenous peoples, and local communities to help people and nature thrive together.

POSITION SUMMARY - This position is based in Brussels, Belgium

We are seeking an experienced IT Manager to join our team. The successful candidate will be responsible for managing our IT Support process and services in the Europe region, providing expert guidance, and ensuring optimal system functionality. The IT Manager will work closely with decision-makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This person will also help define and implement IT policies, procedures, and best practices.

This position will be reporting to the ITSM Director, providing both first and second-tier technical support to system end users. Handle routine technical support issues in the areas of PC support including configuring new and existing PCs, MACs, and peripherals and performing basic hardware and software installations. Review, troubleshoot, and resolve issues reported by users and work with other members of the IT Technical Support team to resolve more complex issues.

Ensure user requests, follow-up actions, and final resolution are documented in a tracking or ticket system. Assist management in reviewing trends in support requests and help build end-user capacity and skills by providing tools, training, and other resources as appropriate.

Work with other IT staff to support system upgrades and deployments to new and existing computers and ensure compliance with overall CI Information Technology standards and protocols.

RESPONSIBILITIES

• Manage all IT support requests, fostering best practices, providing expert guidance, and directly providing first-line IT support to all Europe staff including several remote staff.
  
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
  
• Deliver first and second-tier technical support, enhancing system usability.
  
• Research on potential technology solutions in support of procurement efforts and directly manage all IT procurement in Europe.
  
• Monitor IT assets and inventory for all IT equipment in Europe”.
  
• Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.
  
• Conduct comprehensive IT orientations for new hires, promoting technological literacy.
  
• Spearhead patch management and automation initiatives, driving efficiency.
  
• Ensure strict adherence to SLA and FCR requirements through meticulous incident recording using ServiceDesk Plus.
  
• Enhance system efficiency, reducing ticket resolution time by 20%.
  
• Boost team proficiency by providing expert guidance and resolving critical IT issues.
  
• Foster inter-departmental cooperation to deploy IT solutions, enhancing user satisfaction.
  
• Coordinate comprehensive technical support to system end-users, ensuring optimal system functionality.
  
• Leverage Ninja and JAMF Pro for efficient remote management and support of end-user devices.
  
• Conduct bi-weekly software updates, enhancing the performance and security of end-user devices.
  
• Configure and install hardware and software for PCs and Macs, boosting system efficiency.
  
• Train field technicians in Mac setup, boosting efficiency.
  
• Analyze IT systems, identifying key areas for improvement.
  
• Optimize AV setups for virtual meetings, ensuring flawless execution.
  
• Ensures a positive IT onboarding experience by preparing equipment and software, setting up IT accounts and other required IT tasks for all new staff in Europe.
  
• Fluent English, both written and spoken.
  

Other duties as assigned by supervisor.

WORKING CONDITIONS

• Able to lift heavy equipment (40lbs +).
• Candidates should be EU nationals or have a valid work permit for Europe.

QUALIFICATIONS

Required

• Bachelor’s Degree in a technical field (Computer Science, IT, or Engineering) or equivalent combination of education and experience.
  
• 4 to 6 years of experience in providing technical support. Proficient in diagnosing, supporting, and resolution of desktop hardware, software, and operating systems issues.
  
• Experience in using a user request ticketing or tracking system.
  
• Excellent customer support skills.
  
• Strong technical skills, analytical thinking, and attention to detail.
  
• Proven team player. Able to work and communicate effectively with peers and staff from a variety of backgrounds and cultures.

To apply for this position please submit a resume and cover letter.

See all Conservation International Career Opportunities HERE

Conservation International is an equal opportunity, affirmative action, and Diversity, Equity, Inclusion, and Accessibility-committed employer. We are proud to have a diverse, global workforce where employment decisions are based on qualifications, experience, position requirements, business needs, market conditions, merit, and other legitimate nondiscriminatory factors.