Global Information Technology Manager

Job Title: Senior Manager for Global IT Support

As the Senior Manager for Global IT Support, you will be essential in ensuring the smooth operation of IT systems and support services for international field offices and staff. This role demands a strategic leader with extensive experience managing complex IT support within a global framework. This hands-on role requires broad technical expertise, including experience with desktop devices, directory administration, mobile device management, networking technologies, and cybersecurity best practices.

This full-time position is based in Washington, D.C. Expect to travel up to 35% of the time across multiple worldwide locations.

Major Duties and Responsibilities

• Oversee the design, implementation, and maintenance of IT infrastructure in global field offices, ensuring reliability and scalability.
• Develop and maintain technology systems and support profiles for all field locations.
• Collaborate with Programs, the International Security Team, and within IS to ensure IT solutions are tailored to location-specific needs and circumstances.
• Travel regularly to overseas field offices for technical discovery, support, and maintenance.
• Develop and implement policies and procedures to standardize support processes across different regions.
• Create and maintain staff rotations for DC-based after-hours support and regular visits to field locations.
• Train and mentor international IT support staff, ensuring consistent, high-quality, and professional support.
• Develop and manage the IT budget for international support operations.
• Contribute to other IT projects and ongoing programs as a resource.
• Focus on continuous improvement by analyzing activities and trends to enhance processes and capabilities supporting field-based staff.
• Collaborate with external vendors to procure and manage IT equipment and services for international offices, guiding staff on overseas technology procurements.
• Maintain an accurate inventory of IT equipment deployed to overseas offices and staff.
• Implement and enforce IT security measures to protect organizational data and systems in field office locations.
• Ensure compliance with relevant regulations and industry standards in all international offices.

Perform other duties as assigned.

Qualifications

• Bachelor's degree in computer science, Information Systems, or a related field (or equivalent experience or technical certifications) required.
• Ten or more years of specialized experience in organizational technologies, including the installation, maintenance, and troubleshooting of computing equipment, on-premises systems, cloud-based systems, and network equipment.
• Minimum of 4 years’ experience providing IT support to a geographically distributed workforce, preferably globally.
• Minimum of 3 years managing support programs and/or IT projects.
• ITIL 4 foundation certification (or other relevant ITSM related certification).
• Experience with Microsoft Active Directory, Office 365 Cloud Solutions and Desktop Applications, Microsoft Exchange Online, Windows 10/11, Surface Pro/Books, and Apple products.
• Proven ability to produce high-quality technical guidance documentation.
• Ability to lift, carry, and set up equipment weighing up to 30 lbs.
• Excellent communication skills (oral and written), including cross-cultural skills, and the ability to present ideas effectively in user-friendly language to non-technical staff and end users.
• Strong project management skills and experience overseeing complex projects, with previous experience implementing adaptive programs in dynamic environments.
• Excellent interpersonal skills with the ability to lead and motivate others, including onboarding, training, and mentoring staff, and to work collaboratively as a team player.
• Strong collaboration skills with the ability to coordinate input and priorities from multiple stakeholders.
• Strategic thinking ability, with a focus on developing, communicating, and executing plans with attention to detail.
• Availability to travel up to 35% of the time and provide routine U.S. after-hours remote support.