Date Revised: September, 2016
Position: Information Systems Manager
Status: Regular; Full Time; Exempt
Department: Information Systems
Reports to/ Division: Information Systems, Finance & Administration
Serving Seattle for the last 50 years, the Pacific Science Center is an independent, not-for-profit educational institution that inspires lifelong interest in science, math and technology. As a key member of the Information Systems team, the Information Systems Manager is responsible for ensuring that the various information technologies that have been, and will be, deployed around Pacific Science Center meet objectives for usability, functionality and uptime. As the Science Center has grown and adapted to more complex business requirements and delivers more technology-oriented programs, the demands placed on its infrastructure and support teams has also grown. To address this growing demand, the IS Manager will be updating and creating business processes, establishing procedures, and selecting and implementing support tools. The IS Manager will be accountable to the satisfaction of the users or our infrastructure, including internal clients, guests, members and donors, and to the consumers of the information produced and made available by those technologies. Through the development of internal relationships and overall operational effectiveness, as well as by making contributions to organizational culture, this role is key to the daily and long-term success of Pacific Science Center.
The IS Manager will supervise a team of 3-5 Tier 1 support personnel who handle inbound requests for desktop support, server-based business application support, networking support and reporting requirements.
Essential Duties and Responsibilities:
Build and maintain the processes and procedures that enable the Science Center’s employee base to quickly report technology-related issues, understand the status of their requests, and achieve resolution as quickly as possible.
Manage the Tier 1 support team to success against day-to-day objectives for issue resolution and long-term goals for continuous improvement.
Establish and refine escalation paths for technology issues that require Tier 2 or Tier 3 expertise while maintaining accountability to the end-user for satisfactory resolution.
Formulate, document, implement and maintain repeatable Standard Operating Procedures for all software and hardware used by Pacific Science Center.
Maintain awareness of, and report to senior management on systems shortfalls and technology needs and contribute ideas for solutions and next steps. Develop resource and project plans for new opportunities.
Select and implement support tools; plot the future course of the department and leverage appropriate technologies to get there.
Design and maintain management reports that describe and project the status of the team and the of the organization’s technology infrastructure.
Keep team members satisfied; energize, support, train, supervise and evaluate assigned staff
Position Requirements: Knowledge, Skills, Abilities
Best practices for technology support in dynamic environments
Project management in highly interdependent environments
Methods and tools for hardware deployment, upgrades, and maintenance
General troubleshooting techniques and models
Working knowledge of typical support requirements for Windows operating systems on desktops and servers, email systems, PBX and telephone system, networking hardware, and databases
Recruiting and team-building techniques for technology workers
Trouble ticketing system deployment and maintenance
Quickly learn new technologies and apply new skills
Work independently and solve complex planning and troubleshooting problems with little or no assistance
Be comfortable in strategic consultation with senior management
Become a respected leader within the team and the organization
Adapt to rapidly changing priorities and levels of urgency
Identify and produce metrics which support productivity measurement and employee utilization levels
Handle stressful situations and demanding customers
Quickly identify team members’ strengths and weaknesses and then tailor direction and support accordingly
Associate degree plus certification or Bachelor’s degree required
5+ years’ experience managing an Information Technology support team in a fast-paced, on-demand environment
Enthusiastic about technology and a desire to learn and understand the hardware and software used by Pacific Science Center
Strong written and verbal communication skills
Self-led, trustworthy and honest – places value on these traits independently and in others
Preferred experience with non-profit cultural institutions and/or admissions based organizations
Preferred experience with Point-of-Sale software and Salesforce.com
Preferred experience in highly secure and heavily audited environments a plus
Physical Demands / Working Conditions:
Pacific Science Center operates on an 18/7/363 basis and the IS Manager may be needed for escalations issue resolution at any time during these hours. These requirements may be unscheduled and unexpected. The IS Manager will occasionally attend and participate in important maintenance tasks during peak and off-peak times. Hardware may need to be lifted and manipulated.
This position works in an office setting housed within Pacific Science Center. While performing the duties of this job, the IS Manager will be required to sit for long periods of time; use hands to finger, handle, or feel objects, tools or controls; and be able to successfully work with computers. Due to the location of the office; noise levels vary from low to moderate.
This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and the employee, and it is subject to change as the needs of the employer and the requirements of the job change.