Manager, Information Technology

Essential Functions

 Working with business leaders to establish priorities for improvement and enhancement, and acts as the principal escalation point for all requests and incidents.
Regularly evaluate Client System and Service Desk systems, processes, practices, and staffing levels against VEIC’s growth needs and goals, provide data and report on KPI’s and trends to leadership and others in ad-hoc, weekly, monthly and as needed.  Oversee the development and maintenance of IT’s knowledgebase and ensure top quality solutions are available to the staff.
Collaborate with technology leaders within VEIC to establish and maintain support process for internally developed VEIC customer and staff facing applications, including application administration, troubleshooting and triage.
In collaboration with the Director, Information Technology, review and approve purchases in alignment with IT’s corporate budget and assist VEIC departments in managing their technology costs.
Facilitate technology trainings conducted by the IT Department.
Collaborate with the Manager, Infrastructure Engineering, Manager, Information Security and the Director, Information Technology in the design and long-term planning for VEIC’s network and infrastructure.
Supervises, mentors and develops team members to ensure staff have skills needed to meet the needs of their customers and stakeholders. Supervisory responsibilities include providing constructive feedback on an ongoing basis, setting work and professional development goals to maximize performance and quality, providing mentoring and coaching to staff to improve team effectiveness and growth opportunities, providing appropriate support in the case of performance problems, and staff recruitment and orientation.
Actively participates with Information Technology Leadership in planning, budgeting and leadership for VEIC’s Information Technology Department
Manages and provides oversight of vendor support relationships
Provide support to the activities of VEIC as necessary to accomplish organizational goals and objectives.
Other duties as assigned.

Knowledge and Experience

Strong personal commitment to the mission, vision, goals and values of VEIC.
Bachelor’s degree and five years of management experience, including at least four years of experience managing a service or support desk or a similar combination of education and experience from which comparable knowledge and skills were acquired.  Experiences include leadership, facilitation, change management, staff supervision and development, project management, communications and the ability to develop and attain goals.
Has excellent ability to manage staff and subcontractor resources and work effectively across an organization with a focus on meeting customer needs.
Demonstrated experience troubleshooting and supporting networks and client systems.
Strong interpersonal skills and excellent written and oral communication skills.
Demonstrated ability to work with non-technical and technical staff in a team effort.
Strong understanding of Microsoft 365, Microsoft Licensing, Windows 11, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint administration, and modern device-management practices. Experience supporting macOS devices, network connectivity, endpoint security tools, desktop troubleshooting, and commonly used business applications is preferred.
Experience supporting and administering Microsoft AI tools, including Microsoft 365 Copilot, Copilot Chat, Copilot Cowork, Copilot Studio, and AI agents and familiarity with user enablement, licensing, access controls, data security, governance, troubleshooting, and responsible AI practices is preferred.
Demonstrated ability to be organized, detail-oriented, accurate, and able to handle multiple tasks and competing priorities in a dynamic and fast paced environment.
All positions at VEIC are subject to criminal background checks. This screening is conducted in compliance with applicable laws and is a standard part of our hiring process to ensure the safety and security of our employees, clients, and contractual obligations.

Work Environment and Physical Requirements

This position primarily involves desk-based work with extensive collaboration and communication responsibilities. Physical requirements include:

Ability to remain stationary at a workstation for extended periods (typically 6-8 hours per day with regular breaks)

Regular use of computer, keyboard, mouse, and telephone/headset requiring fine motor skills and repetitive hand/wrist movements

Visual acuity to view digital screens, documents, and presentations for prolonged periods

Verbal communication abilities are sufficient for clear articulation during in-person and virtual meetings, presentations, and discussions

Auditory capabilities to participate effectively in conversations, conference calls, and virtual collaboration sessions

Cognitive focus for simultaneous management of multiple communication streams, projects, and stakeholder relationships

Occasional movement between meeting spaces, collaboration areas, and individual workstations

Minimal lifting requirements (typically under 30 pounds) for office supplies, equipment, or materials

VEIC provides ergonomic assessments and appropriate accommodation to support team members in this collaborative environment, if needed. Our commitment to wellness includes encouraging regular movement breaks and supporting flexible work arrangements that promote sustainable productivity aligned with our core values.

Travel Requirements

No Travel Required

This position does not require regular travel. Occasional in-person attendance at company events or meetings (typically 0–2 times per year) may be encouraged, but participation is often optional or available virtually.