Position Description

IT Manager, Americas
Location United States
Department IT
# of openings 1
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Vital Strategies, headquartered in New York City, is an international public health organization. Our programs strengthen public health systems and address the world’s leading causes of illness, injury and death. We currently work in 73 countries, supporting data-driven decision making in government, advancing evidence-based public health policies and mounting strategic communication campaigns. Vital Strategies’ priorities are driven by the greatest potential to improve and save lives. They include non-communicable disease prevention, cardiovascular health promotion, tobacco control, road safety, obesity prevention, epidemic prevention, overdose prevention, environmental health, vital statistics systems building and multidrug-resistant tuberculosis treatment research. Our programs are primarily concentrated in low- and middle-income countries in Africa, Latin America, Asia and the Pacific; the Overdose Prevention Program is our first initiative in the U.S. Please visit our website at www.vitalstrategies.org to find out more about our work.

Vital Strategies offers highly competitive compensation and comprehensive benefits. Vital welcomes and supports a diverse, inclusive work environment. As such, our commitment is to promote equal employment opportunities (EEO) for all applicants seeking employment.

Candidates must be legally eligible to work in the U.S. at time of hire.

The Position

The IT Manager, Americas (“IT Manager”) is responsible for providing a seamless technology experience for Vital Strategies staff, focused on those based in North and South America. The individual will manage and lead a small helpdesk support team comprised of staff and consultants, working closely with international IT and globally based operations managers to streamline IT service and support. The IT Manager works collaboratively with the IT team to optimize IT operations, enhancing business continuity and increasing the overall efficiency of the organization. This position will be based in New York City.

Specific duties and responsibilities include but are not limited to:

  • Take ownership of day-to-day IT operations for those Vital Strategies staff based in North and South America
  • Lead, mentor, and manage a technical support team focused on customer satisfaction
  • Work collaboratively with internal and external parties to deliver a seamless technology experience
  • Help define and meet standards of service pertaining to technology operations and business continuity
  • Identify and manage relationships with technology vendors
  • Implement, operationalize, and help communicate cybersecurity policies and practices
  • In partnership with the Systems Manager, help lead cybersecurity incident response efforts
  • Assist in defining technology strategy; specifically relating to IT operations and business processes
  • Continually develop and document procedures and policies to help standardize IT functions
  • Monitor and report on IT operations metrics to allow for better decision-making and increase overall efficiency
  • Adapt and implement new IT operations models and methodologies benefiting the organization
  • Administer enterprise software systems pertaining to IT operations, including management of accounts and access
  • Act as second tier in escalating technical support, available 24/7
  • Provide trainings and create technical guides for new and existing IT procedures
  • Proactively research, learn, and deploy new technologies and features beneficial to the organization
  • Special projects as requested

Qualifications & Experience

  • 6 years of experience with 4 years in a similar role showing progressing levels of responsibility
  • Experience managing an international helpdesk support team
  • Experience administering enterprise systems and software; including Zoom, Box, Sophos, and Microsoft Office 365
  • Experience supporting technology and telephony for an international organization
  • Expertise in Microsoft operating systems and applications: Windows 7, 10, Server 2012 R2, 2016; Active Directory, WSUS, WDS, Office 2012, 2016
  • Expertise supporting Apple hardware and software, including MacBook Pros and iPhones
  • Experience providing technical trainings and presentations
  • Understanding of TCP/IP and general networking principles and protocols
  • Experience with automation, scripting languages a plus
  • Technical certifications a plus
  • Spanish or Portuguese languages a plus


  • Ability to rapidly and independently learn new technologies
  • Ability to problem solve
  • Excellent judgement and decision making
  • Ability to work independently and with a team
  • Ability to project manage, multi-task, and re-prioritize on an ongoing basis
  • Excellent written and verbal communication skills
  • Strong cross-cultural competence and high degree of cultural sensitivity
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