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 Range: $98,000 – $126,000

• New hires are typically placed between Tier I and Tier III within the range, $98,000 – $114,000

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:

• Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner.  

• Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention.  

• Maintain clear and effective communication with end users, ensuring they are informed throughout the support process.  

• Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently. 

Problem Management and Issue Resolution:

• Identify recurring technical issues and work with other IT teams to find long-term solutions.  

• Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures.  

• Track and report on common support issues and escalate problems to appropriate departments when necessary.  

• Proactively monitor and identify potential IT problems before they impact users.

Reporting and Analysis:

• Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics.  

• Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs.  

• Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience.  

Continuous Improvement:

• Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures.  

• Stay up to date with industry trends and best practices in IT support and helpdesk management. 

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