Description

At Greater Pittsburgh Community Food Bank, we’re committed to diversity, equity, and inclusion. Our organization grows and succeeds when all members of the community, where we live and serve, have a seat at the table to help us ensure all of our neighbors have enough to eat. We invite candidates from all diverse backgrounds, including but not limited to race, gender, sexual orientation, abilities, etc., to join our team. 

Job Summary

 At the Food Bank, we are activating the power of community to achieve lasting solutions to hunger and its root causes. We are seeking a passionate, skilled IT infrastructure supervisor to help us achieve our vision. The infrastructure supervisor role is responsible for managing and progressing our cloud and on-premise IT infrastructure and IT support model for our users. This is a hands-on role and includes, but is not limited to, cloud infrastructure, networking, compute, storage, phone, printers, conference rooms and the help desk. It also includes security management for our infrastructure and security awareness for our employees. The IT infrastructure supervisor will manage a mix of staff and vendors such our managed service provider (MSP) to optimize the services provided to Food Bank personnel. 

Key Responsibilities  

IT Infrastructure: 

• Work with the VP of IT and the Food Bank’s Managed Service Provider to create and document a Vision for IT Infrastructure and Infrastructure Services at the Food Bank 
• Manage the Food Bank’s Cloud (Azure) and On-Premise environments to achieve high levels of resiliency and performance, while managing costs to budget. 
• Manage the Food Bank’s test environment infrastructure. 
• Manage the Microsoft 365 environment for the Food Bank. 
• Coordinate with the Food Bank’s Application Architect in support of DevOps at the Food Bank. 

IT Support: 

• Provide both hand-on and management support (in conjunction with the Food Bank’s Managed Service Provider and the Food Bank’s IT Deskside Support Analyst resource) for the following capabilities: 
• Fielding incoming help requests from end users via both email and telephone in a courteous and timely manner 
• Managing and executing the organization’s IT onboarding and offboarding procedures for personnel and volunteers; 
• Setting up work stations and new user accounts on the domain as well as setting up new email accounts, resetting passwords, and reviewing accounts for activity and necessary purging. 
• Performing on-hand fixes (local and remote) at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. 
• Managing the office systems, such as phone, printers, scanners, and office equipment. 
• Performing reviews of the help desk log; 
• Documenting and maintain IT infrastructure and deskside support related policies and procedures as needed; 

Security: 

• Manage and implement the Food Bank’s Security Awareness program; 
• Manage and react to alerts from the Food Banks Managed Detection and Response system; 
• Ensure that the proper IT security policies, procedures and tools are being used appropriately; 
• Document and maintain IT support related policies and procedures as needed; 

IT Asset Tracking and License Management: 

• Check inventory in and out according to defined rules, maintain inventory tracking report, ensure inventory is returned on a timely basis, keep inventory secured and in good order in the technology room; 
•  Maintain computer equipment located in conference and meeting rooms, ensuring the infrastructure team is regularly checking the functionality of related infrastructure and connectivity for laptops, displays, speakers, etc. to ensure they are in good operating order, and identifying computers in need of repair; 
• Maintain list of software users and compare to current licensing limits to ensure adequate software license quantities are maintained; 
• Keep records up-to-date; 

IT Vendor Management: 

• Contact infrastructure related vendors, as needed, to request service and resolve issues; 
• Contact vendors to schedule repair services, ensure service is performed on a timely basis, communicate critical issues to management; 
• Maintain a log of vendor calls and responsiveness, identify problems with vendors; 
• Maintain list of emergency contacts for IT hardware, software and infrastructure service vendors; 
• Track IT infrastructure vendor invoices and review charges prior to management approval, identify issues and errors. 
• Review vendor’s SOC II reports on a regular basis, following up on any questions and briefing the VP of IT regarding any concerns. 

Miscellaneous: 

• Manage and mentor the Food Bank’s IT Deskside Support Analyst resource 

Qualifications: 

• Associates degree or equivalent experience in a related field. 
• Excellent written and verbal communication skills. 
• Proven ability to manage, multi-task, prioritize workloads and meet goals. 
• Demonstrated organization and time management skills. 
• Demonstrated critical thinking skills resulting in positive outcomes. 
• Required Technical skills: Basic VMWare, Basic PowerShell Scripting, Basic Diagramming (Visio, SmartDraw or equivalent), Active Directory, Microsoft Windows Server OS, Certificate management, knowledge of basic Networking concepts 
• Preferred Technical skills (but not required): Cloud IaaS and PaaS experience (Azure or equivalent), More advanced experience in VMWare, PowerShell Scripting, Diagramming (Visio or equivalent), and Network configuration and management. 
• Experience in the Microsoft 365 productivity suite including Word, and ability to use and maintain Excel reports. 

Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities, duties, and qualifications required of employees assigned to this job.