Position Description

Senior IT Operations Manager
Location United States
Department General-OP
# of openings 1
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Vital Strategies, headquartered in New York City, is an international public health organization. Our programs strengthen public health systems and address the world’s leading causes of illness, injury and death. We currently work in 73 countries, supporting data-driven decision making in government, advancing evidence-based public health policies and mounting strategic communication campaigns. Vital Strategies’ priorities are driven by the greatest potential to improve and save lives. They include non-communicable disease prevention, cardiovascular health promotion, tobacco control, road safety, obesity prevention, epidemic prevention, environmental health, vital statistics systems building and multi-drug resistant tuberculosis treatment research. Our programs are concentrated in low- and middle-income cities in Africa, Latin America, Asia and the Pacific. Please visit our website at www.vitalstrategies.org to find out more about our work.

Vital Strategies offers highly competitive compensation and comprehensive benefits. Vital welcomes and supports a diverse, inclusive work environment. As such, our commitment is to promote equal employment opportunities (EEO) for all applicants seeking employment.

Candidates must be legally eligible to work in the U.S.

The Position

The Senior IT Operations Manager is responsible for providing a seamless technology experience for Vital Strategies staff, globally. S/he will manage and lead a team of staff and consultants, working directly with international Office Operations Managers to streamline IT service and support. The Senior IT Operations Manager works closely with the IT team to optimize IT operations on an ongoing basis; enhancing business continuity and increasing the efficiency of the organization.


Specific Duties

  • Take ownership of Vital Strategies' day-to-day international IT operations
  • Lead, mentor, and manage a technical support team focused on customer satisfaction
  • Work collaboratively with internal and external parties to deliver a seamless technology experience for global staff
  • Help define and meet standards of service pertaining to technology operations and business continuity
  • Provide 24/7 technical support to Vital Strategies staff
  • Implement, operationalize, and help communicate cybersecurity policies and practices
  • With Systems Manager, lead cybersecurity incident response efforts
  • Assist in defining technology strategy; specifically relating to IT operations and business processes
  • Continually develop and document procedures and policies to help standardize IT functions
  • Monitor and report on IT operations metrics to allow for better decision-making and increase overall efficiency
  • Adapt and implement new IT operations models and methodologies benefiting the organization
  • Administer enterprise software systems pertaining to IT operations, including management of accounts and access
  • Act as second tier in escalating technical support
  • Provide trainings and create technical guides for new and existing IT procedures
  • Proactively research, learn, and deploy new technologies and features beneficial to the organization
  • Special projects as requested



  • 8+ years' of experience in a similar role with progressing levels of responsibility
  • Experience managing a global IT helpdesk support team
  • Experience administering enterprise systems and software; including Zoom, Box, Sophos, and Microsoft Office 365
  • Experience supporting technology and telephony for an international organization
  • Expertise in Microsoft operating systems and applications: Windows 7, 10, Server 2012 R2, 2016; Active Directory, WSUS, WDS, Office 2012, 2016
  • Expertise supporting Apple hardware and software, including MacBook Pros and iPhones
  • Experience providing technical trainings and presentations
  • Understanding of TCP/IP and general networking principles and protocols
  • Experience with automation, scripting languages a plus
  • Bachelor’s degree in a technical field
  • Technical certifications a plus



  • Ability to rapidly and independently learn new technologies
  • Ability to problem solve
  • Excellent judgement and decision making
  • Ability to work independently and with a team
  • Ability to project manage, multi-task, and re-prioritize on an ongoing basis
  • Excellent written and verbal communication skills
  • Cultural sensitivity
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