| Job Description: |
As the needs of CNT's staff, partners, and customers evolve, the IT team is also evolving it systems and processes to support this growth. CNT is in need of an experienced IT team member to support the new technologies, processes, and systems being implemented.
The IT Support Team Leader assists CNT in leading the monitoring, troubleshooting, and implementing a variety of IT systems and processes and will be a strong contributor to CNT's future IT strategy. As a leader in CNT's IT group, the IT Support Team Leader will be responsible for overseeing and contributing to the work of the staff and their production work.
Accountability
The IT Support Team Leader reports directly to the COO. The IT Support Team Leader will be the direct supervisor of CNT's two person IT staff and will work with them to support CNT's 100+ person staff and will collaborate closely with other members of CNT's IT staff to implement, support, and troubleshoot CNT's IT systems.
Leadership Responsibilities
Coordinate IT staffing to support CNT's IT priorities.
Ensure the timely completion of IT projects
Lead the effort in creative approaches to problem solving
Develop and ensure adherence to methodologies, standards, and procedures
Coordinate employee development including coaching, objective setting, training, performance management and talent planning
Promote teamwork, while fostering cooperation to meet team and individual goals and objectives.
Provide input to annual budgeting and planning process
Coordination and communication with IT leadership to identify areas where information technology could enhance the delivery of client services.
Ensure service level agreements are met and reacts accordingly when the level drops
Assist IT leadership in developing, communicating and administering CNT-wide policies, procedures and standards
Ensure standardized and compatible technology capabilities and infrastructure are used across CNT's three operational divisions.
Ability to work with all levels of people in the organization using both written and oral communication
Coordinate and manage *after hours* support.
Other duties as assigned.
Technical Responsibilities
The IT Technical Support Lead will be expected to both lead and provide hands-on support of the following core activities as required:
Support CNT's diverse network of software, hardware, telephony, and process solutions for CNT's 100+ member staff.
Provide superior customer service, driving overall satisfaction by addressing customer issues in a timely manner.
Troubleshoot, diagnose, and resolve technical customer issues associated with CNT's current IT systems.
Support CNT's trouble ticket system by coordinating customer support communications from ticket creation to closure.
Create and maintain detailed records of events, issues, and resolutions.
Represent the IT team as a technical consultant to various internal project teams and staff.
Support CNT's flexible work hours, in support of CNT's normal business hours, and be included in on-call rotation.
Work with other members of the IT group to implement IT and business customer technical solutions.
Author technical systems documentation of CNT's current IT systems and processes.
Work diplomatically and effectively with customers at all levels of the organization.
Working with IT leadership, research and recommend solutions to address CNT's technology needs, while ensuring compatibility with CNT's existing infrastructure and standards.
Qualifications
Bachelor's degree or equivalent experience in computer science, information systems, computer engineering or related field.
2-5 years of relevant work experience leading a technical team of IT professional
Proficiency in implementing and maintaining Linux servers
Proficiency in implementing and maintaining some or all of the following: Microsoft Server, including Active Directory, Microsoft Exchange, Scripting (Python, BASH, Batch, VBS), SQL, MacOS
Familiarity with networking issues in a heterogeneous environment; routing, NAT, VLAN, SSL/SSH, DNS, WiFi.
Past participation in network build projects, including both design and implementation phases.
Past experience in IT team management.
Ability to independently leverage critical thinking skills to address real-world customer issues.
Experience administratively maintaining and auditing equipment, software, logs, and IT systems documentation.
Excellent written and verbal communication skills.
Exceptional organizational and coordination skills.
Ability to work well independently and in a team setting.
Ability to prioritize, multitask, track, and measure a wide range of competing demands.
Demonstrated strong attention to detail.
Preferred
Microsoft, CompTIA, or similar Certifications/experience
Nortel BCM or other relevant phone system experience
Security experience (anti-virus, firewalls, proxies, encryption)
Formal project management training and/or certification (PMI)
Salary
Commensurate with experience
To Apply
Please send cover letter, resume, and salary history to:
Human Resources/Center for Neighborhood Technology
2125 W. North Avenue
Chicago, IL 60647
Fax to 773-278-3840 or email to bridget@cnt.org
No phone calls please.
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