• Primary managerial responsibility for six staff and additional vendor resources, responsible for the provision of IT services and equipment as well as audio-visual support for meetings and conferences.
  
• Coach and mentor staff development, supply opportunities to improve his/her skills and technical knowledge, and provide regular feedback about progress.
  
• Manage projects including analyzing needs, developing and designing project scope, establishing priorities, setting time lines, staffing projects with IT staff and/or consultants, and setting budgets for projects.  Directly manage the smooth implementation of new technologies.
  
• Second and third-level troubleshooting, problem resolution of staff computing issues.
  
• Conduct research to ensure that proper technology and equipment is being identified, obtained, and implemented according to Pew’s standards. 
  
• Assist in the development of the annual IT work plan and budgets.

Qualifications:

• Ability to develop productive relationships with staff, colleagues, consultants and vendors.
  
• Excellent written and oral communications skills and a keen understanding of the importance of clear and ongoing communications with staff at all levels.   The ability to discuss technical issues with staff and development contractors and the ability to clearly explain technical issues to non-technical staff.  Ability to write user and system documentation.
  
• Strong critical thinking skills and the capacity to understand, analyze and creatively solve problems and maintain knowledge of current trends in the field.  Hands-on technical skills with strong background in end-user software and devices.
  
• A minimum of 8 years of relevant experience with 5-7 of those years in Help Desk, Desk Side support management.
  
• Knowledge of Change Management systems and methodologies. Deep experience with rapid change environments. Ability to influence change and facilitate cooperation across organizational lines. Strong ability to manage in a crisis and influence teams.
  
• Demonstrated leadership and organization skill with the ability to transfer technical knowledge, counsel and mentor.
  
• Excellent understanding of business functions and ITs service delivery, IT service providers and service capabilities.  Knowledge and experience of contracts and/or supplier management roles.

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