IT Operations Manager

Who We Are :

Founded in 1891 by a group of visionary volunteers, The Trustees of Reservations (The Trustees) is Massachusetts’ premier conservation and preservation organization. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our properties are open to all, and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public. As a non-profit conservation organization, we are funded and supported entirely by our visitors, supporters, volunteers, and our 100,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org .

Posting Information :

Salary / Hourly Rate : $98,000 – $112,000

Hours per week : 40

Job Classification : Full-Time, Exempt

Job Type : Hybrid (3 days in office), some travel required as needed across MA

Location : Boston, MA

What You’ll Do : Your Impact :

Are you a motivated and self-directed individual with strong customer service, communication, and technical skills? Our IT team is seeking an IT Operations manager to help oversee day-to-day IT operations, provide enterprise level support, and implement new tools, technologies and procedures.

The Role :

As the IT Operations Manager, you will have a wide array of responsibilities including providing support for software, hardware, networks, mobile devices, and telephony. You’ll work with the IT Director and other IT Technicians to provide support to a dynamic organization with an important mission.

Specifically, you’ll :

• Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner.
• Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures.
• Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times.
• Maintain central office and satellite location networks
• Manage and coach IT Technician / s on the team
• Oversee Asset Management across the organization

You’ll also be responsible for :

Customer Support and Communication :

Problem Management and Issue Resolution :

Reporting and Analysis :

Continuous Improvement :

This is a full-time, exempt position (40 hours / week) reporting directly to the IT Director.

Requirements

What You’ll Need :

Skills and Experience :

Required :

Preferred :

Eligibility Criteria :

Don’t quite have all the skills and experience listed above? We still want to hear from you! Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above.

Questions? Contact our People team at people@thetrustees.org

Benefits

Your Benefits :

Equal Opportunity and Diversity :

The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including, but not limited to, age, race, ethnicity, sex, gender, sexual preferences, nation of origin, religion, or disability status and strongly encourages applications from people of color, persons with varying abilities, women, and LGBTQ+ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts, who are at the core of our mission.

The Trustees’ commitment to advancing the organization’s vision for this work may be found here :   Diversity, Belonging, Inclusion and Equity .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We are committed to creating an inclusive and accessible work environment. To request reasonable accommodation during the application or interview process, please contact us at people@thetrustees.org .

Cost Center : 3000-101-0000