IMPAQ International, LLC

  • IT Support Manager

    Job Location US-MD-Columbia
  • Overview


    IMPAQ International, a growing and dynamic social science research firm, provides high-quality research and impact evaluation services, policy analysis, survey research, technology solutions, organizational development, technical assistance and consulting services to U.S. and international government agencies, foundations, and the private sector. 


    IMPAQ’s mission is to bring together exceptional people to develop innovative and rigorous approaches to evaluate the real-world impact of social policies and programs. IMPAQ offers five locations: our Corporate Headquarters in Columbia, Maryland, rated one of America’s Best Small Cities; Downtown Washington, D.C., Boston, Massachusetts, a Bay Area office in Oakland, California and Seattle, Washington. IMPAQ has a diverse and collegial work environment.


    Job Profile

    The IT Support Manager provides leadership, oversight, and direct management of effective IT Support services to all IMPAQ locations and employee staff comprised of approximately 400 users.

    The scope of responsibilities includes management of all IT Support operations and staff, IT Service Management (ITSM) processes, endpoint (workstations/tablets/smartphones/ applications) infrastructure services, oversight of related and on-call support, and technology upgrade/refresh initiatives.


    Applicants must be currently authorized to work in the U.S. on a full-time basis.  Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position.


    • Leads IMPAQ’s IT Support staff and operations
    • Implements applicable ITSM industry framework, such as the IT Infrastructure Library (ITIL) v3, to improve IMPAQ’s IT Support maturity level
    • Move department to a more customer-centric focus
    • Establishes, communicates, and monitors IT support service level agreements (SLAs)
    • Tracks, measures and reports on key performance metrics for the IT Service Desk
    • Responsible for endpoint infrastructure operations to include planning, implementation, deployment, support, and maintenance functions
    • Ensures timely, accurate, and complete assistance to all IMPAQ employees in the areas of workstations, applications, printers, tablet and application support, according to set SLA’s and procedures
    • Monitors IT Service Desk (including, service desk application and request queue), IT Support technician workloads, and escalations of service requests, when appropriate
    • Serves as the primary representative to the end user community and responsible for integrating and managing this feedback into ongoing IT Support operations
    • Oversees desktop support problem resolution and identifies trend or problem areas.  Ensures that support procedures are followed by IT Support staff
    • Perform trend and root cause analysis using data from Service Desk applications to identify and develop strategies for addressing chronic issues
    • Establishes and manages procedures to ensure effective support and coordination between IT teams and resources
    • Responsible for the implementation and monitoring of IMPAQ’s device refresh policy
    • Develops and updates policies and procedures for all IT endpoint infrastructure operating environments
    • Ensures comprehensive management of IMPAQ technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles
    • Partner with business lines to plan, schedule, and implement internal and client facing projects as necessary
    • Develops and manages budgets associated with the IT Service Desk Operations and endpoint infrastructure projects in conjunction with IT Managing Director
    • Provides strong leadership and management, including recruitment, training, development, supervision, and performance appraisals for IT Support staff.


    Education, Knowledge, and Experience 

    • Bachelor’s degree in IT or related discipline
    • 10+ years of IT support experience
    • 5+ years’ experience managing IT customer support operations (help desk/service desk/laptop) with 5+ staff
    • 3+ years’ experience implementing IT Service management (ITSM) methodologies


    • Advanced knowledge of IT systems and IT Service Desk management
    • Advanced knowledge of Windows operating systems
    • Advanced technical knowledge of networks and communication systems
    • Working knowledge of IT Service Desk operations
    • Advanced ability to lead infrastructure technology projects for enterprise endpoint (workstation/tablet/smartphones) hardware/ software upgrades
    • Ability to learn new technologies and keep abreast of the latest technological advances
    • Strong customer-focus and demonstrated experience working with/meeting business users’ requirements
    • Proven service management skills – establishing and measuring SLAs
    • Excellent analytical and problem-solving abilities
    • Ability to efficiently manage multiple initiatives simultaneously
    • Strong interpersonal relationship, team building, collaboration and objective facilitation skills
    • Strong verbal and written communication skills


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