Information Technology Lead

Category: Full-time
Reports to: Director of Technology
Location: Kansas City, MO

About Water.org

1 in 10 people around the world lack access to safe water and 1 in 4 people don’t have access to a toilet. We are working every day to change this. We are Water.org. We’re here to bring water and sanitation to the world. We want to make it safe, accessible, and cost-effective because we believe that water is the way to empowering a bright future that we can all share in, worldwide. We are an international nonprofit organization based in Kansas City, Missouri that has positively transformed millions of lives around the world through access to safe water and sanitation. Founded by Gary White and Matt Damon, we pioneer market-driven financial solutions to the global water crisis. For more than 25 years, we’ve been providing women hope, children health and families a future.


Summary

The Information Technology Lead within the Technology department is primarily responsible for leading end to end technology support for the global organization across the portfolio of enabling technology solutions. Water.org’s Information Technology Lead will be the primary internal point of contact for IT related initiatives and day to day support operations for Water.org. This individual will manage the IT managed services (Help Desk support, maintenance, and projects). This individual will be responsible for IT project management and support technology implementation. This individual will also be responsible for designing, implementing, and optimizing key technology processes that will enable greater scale and impact while also managing technology risks across the organization. This service-oriented role is designed to understand the organizational needs and work diligently to enable the global organization with effective, scalable solutions that span across the entire suite of enabling technology. The Information Technology Lead reports to the Director of Technology and this position is based in Kansas City, MO (headquarters).

Key Responsibilities

Operational Management (40%)
  • Define, implement, and maintain global IT operating processes (procurement, provisioning, asset management, remote and local support, office setup, etc.).
  • Manage 3rd party managed service vendor partnerships and communication.
  • Oversee and evaluate vendor service rendered to the employees of Water.org
  • Interject and assist vendors with providing service, as necessary, depending on circumstance
  • Serve as primary administrator for all cloud/SAAS software utilized by the organization
  • Work across departments, locations and with external resources on technology processes, policies, and procedures.
  • Work across the organization to understand individual user/team needs; identify and recommend solutions that meet user/organizational needs for technology.
  • Identify and test user impacts and experiences from technology changes, then make recommendations for communication and minimizing impact to Water.org staff.
  • Monitor and assess software roadmaps and release schedules for changes and implications for the organization and/or users.
  • Monitor and measure IT systems and contributes to monthly, quarterly, and yearly assessment and planning cycles.
  • Maintain and execute recurring data scripts and manual data imports/exports among software systems.
Project Orchestration and Management (25%)
  • Coordinate IT projects as needed and ensures company resources are utilized appropriately and employee impact is minimized.
  • Provides end-to-end leadership, management, and oversight on all aspects of an assigned technology project to ensure it is completed on-time and as expected.
  • Compile status reports, coordinates project schedules and activities, identifies and resolves technical problems, ensures project phase documentation, and communicates them appropriately.
  • Identifies and analyzes systems requirements and defines project scope, requirements, and deliverables.
  • Contribute to moderately complex aspects of a project
  • Function as the primary point of communication for assigned projects with internal stakeholders.
  • Establish and monitor IT related metrics to assess the successful implementation and adoption of projects and/or technology.
Support and Training (10%)
  • Support end-users with the day-to-day technology issues and requests in a responsive and service-oriented manner.
  • Manage desktop support (“Help Desk”) function for the global organization.
  • Create materials and resources for technology changes (ex. upgrade instructions).
  • Oversee new hire onboarding to Water.org Technology Operating Model and available resources.
  • Create, maintain, and increase the Technology Knowledge Base and resources (IT FAQs, Key Resources, etc.) at Water.org to make finding technology answers efficient and effective.
  • Lead training sessions as needed (ex. Lunch and Learns) around technology solutions and how to use them.
Process and Policy Management (25%)
  • Collaborate with departments across organization to collect, understand, and organize all technology policies and procedures
  • Maintain and update these technology policies and procedures as business and technology evolve

Skills and Competencies

  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Drives Results – Consistently achieving results, even under tough circumstances.
  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
  • Self-development – Actively seeking new ways to grow and be challenged using other formal and informal development channels.
  • Optimize Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Manages Ambiguity – Manages ambiguity by operating effectively, even when things are not certain, or the way forward is not clear.
  • Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
  • Financial Stewardship – Demonstrates fiscally responsible decision making as applicable to one’s role.

Qualifications

  • Bachelor’s degree, preferably Management of Information Systems or related field.
  • 10+ years increasing responsibility in desktop support, IT administration, technology team and/or vendor management, project management, or similar technology support related positions.
  • Demonstrated knowledge of organization’s core business process and operations
  • Proven experience with business and technical requirement analysis, elicitation, modeling, verification, and methodology development
  • Experience overseeing the design, development and implementation of software and hardware solutions, systems, or products.
  • Demonstrated ability to create systemic and consistent requirements specifications in both technical and user-friendly language
  • Exceptional analytical and statistical skills with the ability to apply them to systems issues and products as required.
  • Clear understanding of project management
  • Demonstrated project management skills and project management software skills, including planning, organizing, and managing resources.
  • Understanding of applications development and software development life cycles
  • Working knowledge of network and PC operating systems, including [Windows and Mac]
  • Proficiency in English (written and verbal) required

Travel Requirement

Travel is not required for this role.

Salary/Benefits

This position offers full-time benefits inclusive of medical insurance, life and disability insurance, retirement program; as well as periodic review for merit and incentive pay based on organizational and personal achievement.

Water.org is an equal opportunity employer and is committed to providing an inclusive environment. We do not discriminate on the basis of race, color, religion, gender, gender expression, gender identity, age, national origin, ancestry, disability, marital status, sexual orientation, pregnancy status, military and veteran status, genetic information, and any other status protected by law. We provide qualified applicants and employees reasonable accommodation, when necessary, to enable individuals to complete the application process and/or perform the essential functions of the job. We believe social change happens when people with a wide range of backgrounds, experiences, and identities come together with a common purpose. We strive to build and maintain a diverse team that will advance our mission and work and encourage candidates from all backgrounds to apply.