IT Project Coordination and Technical Support Manager (full-time, remote; preference U.S. and European time zones)

If you have a broad command of technical IT support services and IT project coordination, this position will empower you to contribute in a meaningful way and make a difference in important ocean conservation efforts. SFP is looking for someone whose experience and personal values and interests align with our mission. We embrace our inclusive culture and encourage candidates of all backgrounds and perspectives to apply.

The IT Project Coordination and Technical Support Manager position’s primary responsibilities include overseeing and enhancing capacity for day-to-day technical support services to the organization, project coordination for the organization’s IT needs, system administration, and other related IT tasks.

The position reports to the Deputy Operations Director and will work closely with colleagues across the organization including the Data Services Director and Principal Software Engineers working in other parts of SFP, to ensure projects are completed on time and within budget.

KEY RESPONSIBILITIES/ACTIVITES

Technical Support

• Support day-to-day delivery of technical support services to the organization (primarily to staff in U.S. and European time zones)
• Manage outside technical support providers
• Provide general technical support for hardware and off the shelf software
• Review IT support procedures
• Ensure IT support have proactive remote monitoring systems so they’re aware of potential issues in advance

Project Coordination

• Provide IT Project coordination for the organization's IT needs, which includes general operational/programmatic matters, as well as those related to technical data, FishSource (SFP's public online database of fisheries profiles), and Seafood Metrics (SFP's software that provides sustainability analysis of companies seafood portfolios) and Terra (SFP's internally developed financial reporting and project management system). This will include assisting other Software Engineers:
• Determine and define project scope and objectives. This will include capturing product design requirements
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner
• Where necessary and feasible, develop tenders and negotiate terms with 3rd party software developers
• Develop and manage a detailed project schedule and work plan
• Provide project updates on a consistent basis to various stakeholders regarding project strategy, adjustments, and progress
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and make adjustments as needed
• Measure project performance to identify areas for improvement
• Work closely with a decentralized IT team and other key stakeholders

System Administration, Server, Domain and Security Oversight

• Provide maintenance and crisis management for proprietary and off the shelf software, systems, and platforms
• Monitor common vulnerabilities and exposures
• Assume responsibility for general systems administration
• Ensure security of data, network access, and backup systems
• Oversee server/Google drive, database, and assets backups
• Manage internal Open SSL VPNs
• Ensure IT security best practices followed throughout the organization
• Oversee VPS (virtual private server) setup, maintenance, monitoring and alerts
• Contribute to system design
• Review, prepare, implement and maintain disaster recovery plans

Other

• Provide website administration and maintenance for organization’s main website and maintain domain registration
• Manage organization’s licensing and subscription needs
• Review contracts for IT requirements on security, data privacy
• Ensure all systems, procedures, and data are stored in compliance with best practices and applicable data privacy regulations
• Assist organization with new product selection
• Assist with organization’s IT-related budgets, interviewing/hiring, and training for additional IT resources as needed from time to time (e.g. IT support for marketing)
• Design, development, implementation and coordination of systems, policies, and procedures
• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
• Ensure that IT team is working as per SOPs (Standard operating procedures)
• IT staff recruitment, training, coaching, communicating job expectations, appraising job performance, onboarding
• Regular calls with developers and IT support teams and internal customers

ESSENTIAL QUALIFICATIONS AND SKILLS

• Bachelor's degree in computer science, business, or a related field;
• 5-8 years of project management and related experience;
• Strong familiarity with project management software tools (experience with Redmine ideal), agile methodologies, and best practices;
• Excellent analytical skills;
• Strong interpersonal skills and extremely resourceful;
• Proven ability to complete projects according to outlined scope, budget, and timeline;
• Ability to work remotely and travel internationally, if needed

ADDITIONAL/DESIRABLE QUALIFICATIONS AND SKILLS

• Experience working with NGO is a plus
• Holding IT Administrator / Sysadmin certification is a plus (ie. Google IT Support Certificate)