Senior Manager, It Global Support

Who We Are

Peace is our commitment. The United States Institute of Peace represents the American people’s shared values and commitment to peace worldwide. We know that Peace is Security – it advances both U.S. and international security by preventing, managing, and mitigating violent conflict.

We are an independent, non-partisan institution and are actively engaged with peacebuilding efforts worldwide. Together we tackle the most challenging problems and hold fast to the possibility of a more peaceful world. To learn more about USIP programs and job openings, go to https://www.usip.org/about/careers.

If you have a passion for making the world a better place and want to have a front-row seat on the world stage, USIP is the place for you.

TARGET SALARY

Grade 14 - $139,000 - $144,000

The Institute uses the General Schedule salary tables for administering compensation. Offers are determined based upon candidate qualifications, related experience, internal equity, and the amount budgeted for the position.

JOB BRIEF

As the Senior Manager for Global IT Support, you will play a crucial role in ensuring the seamless operation of IT systems and support services for USIP’s international field offices and staff. This position requires a strategic leader with extensive experience in managing complex IT support capabilities within a global context. The successful candidate will be responsible for overseeing the design, implementation, and maintenance of IT infrastructure in multiple locations around the world.

The Senior Manager will be integral in developing the Institute’s overseas technology support capabilities, including all relevant guidance, standard operating procedures, policies, and location specific technology. The Senior Manager will ensure that support services are delivered efficiently, effectively, and with the best possible customer service experience in mind. This position is hands-on, and the successful candidate will be expected to display a wide range of technical acumen to include experience with desktop devices, directory administration, mobile device administration, networking technologies, and best practices in cybersecurity.

The Senior Manager will be expected to travel up to 35% of the time to support USIP field-based staff and offices and will be available to schedule remote United States (U.S.) after-hours support for USIP staff in different time zones. USIP currently has staff in over twenty geographic locations including, but not limited to: Colombia, Pakistan, Tunisia, Thailand, and Nigeria and some locations are considered high-risk areas and may experience conflict and/or destabilization. This is a full-time position, based in Washington, D.C., will report to the Director of Information Services and is a member of the Office of Finance and Operations.

Major Duties and Responsibilities:

• Oversee the design, implementation, and maintenance of IT infrastructure in global field offices, including networks, servers, and communication systems, to ensure reliability and scalability.
• Build and maintain technology systems and support profiles for all USIP field locations.
• Collaborate closely with Programs, the International Security Team and within IS to ensure that IT solutions (network, mobile device, desktop, systems, cybersecurity) are relevant to location-specific needs and circumstances.
• Routinely travel to USIP overseas field offices for technical discovery, support, and maintenance.
• Develop and implement IS policies and procedures to standardize support processes across different regions.
• Create and maintain staff rotations for both DC-based afterhours support and regular visits to field presence locations.
• Train and provide mentorship to international IT support staff on areas of responsibility, new technology, and support procedures. Ensures staff provides consistent, high-quality, and professional support.
• Develop and manage the IT budget for enterprise-wide international support operations.
• Serves as a resource and contributor to other IT projects and ongoing programs.
• Maintain a focus on continuous improvement by analyzing activity and trends to enhance processes and capabilities in support of field-based staff.
• Collaborate with external vendors to procure and manage IT equipment and services for international offices and provide direction to USIP staff on overseas technology procurements.
• Maintain accurate inventory of IT equipment deployed to overseas offices and staff.
• Implement and enforce IT security measures to safeguard organizational data and systems in field office locations.
• Ensure compliance with relevant regulations and industry standards in all international offices.

Performs other duties as assigned.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or other related discipline (or equivalent experience or technical certifications)
• Ten (10) or more years of specialized experience in organizational technologies, including installation, maintenance, and service/troubleshooting of computing equipment, on premise systems, cloud-based systems, and network equipment.
• Minimum of 4 years’ experience providing IT support to a geographically distributed workforce, preferably a globally distributed workforce.
• Minimum of 3 years managing support programs and/or IT projects.
• ITIL 4 foundation certification (or other relevant ITSM related certification).
• Experience with, including but limited to, Microsoft Active Directory, Office 265 Cloud Solutions and Desktop Applications, Microsoft Exchange Online, Windows 10/11, Surface Pro/Books and Apple products.
• Experience producing high quality technical guidance documentation.
• Ability to lift, carry, and set up equipment that weighs up to 30 lbs.
• Excellent representation and communication skills (oral and written), including cross-cultural skills, ability to effectively present ideas to user-friendly language to non-technical staff and end users, and with counterparts on both the lowest and highest political, social, cultural, and economic levels.
• Strong project management skills and experience overseeing complex projects; and previous experience implementing adaptive programs in highly complex and dynamic environments.
• Excellent interpersonal skills with proven ability to lead and motivate others, including onboarding, training and mentoring staff and to work as a team player.
• Strong collaboration skills with the ability to coordinate the input and priorities of multiple players.
• Ability to think strategically, and to effectively develop, communicate, and execute plans with a keen attention to detail.

• Must be available to travel up to 35% of the time and to routinely provide U.S. after hours remote support.

CLOSING DATE OF THIS ANNOUNCEMENT IS 04/05/24.

All applicants must be US citizens to be considered for positions with USIP.

All USIP contract and employee positions are contingent upon the favorable completion of a suitability background investigation.

HOW TO APPLY
To be considered for this position, please submit a complete application package consisting of:
1. Completed employment application including titles, dates of hire and salary requirements.
2. Cover letter
3. Resume

Only those applicants that are selected for further discussions will be contacted.

No Phone Calls. Interviews will be scheduled by appointment only.

USIP is an equal opportunity employer. It is the policy and practice of USIP to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, marital status, disability, veteran status, sexual orientation, gender identity, genetic information, HIV/AIDS status, political affiliations or belief, pregnancy, or any other characteristic protected by law.