IT Systems and Support Manager

Introduction

NACUBO is committed to diversity because it enriches and strengthens how we advance our mission, just as it does for institutions of higher education. We are fully focused on equality and believe deeply in diversity o

f race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different. Our goal is to be the place where a diverse mix of talented people want to come, to stay and do their best work.

Creativity and cross-team collaboration drive NACUBO’s achievements and contribute to individual success. All staff members are encouraged to think creatively about how they and NACUBO can address mission, member needs, and challenges that will inevitably arise from time to time. They are also encouraged to develop and nurture strong partnerships throughout the association. These partnerships help individuals, teams, and the association accomplish the activities, goals and strategies of the organization and of individual positions.

Imagination, innovation, and curiosity are welcome, and all require some risk taking. NACUBO encourages staff to engage in bold thinking, to put forward new ideas and proposals, and to openly debate the risks – upside and downside – associated with new ideas.

Each member of the NACUBO staff is responsible for creating and sustaining esprit de corps across the organization.

To accomplish all of this, staff will need strong communication and strategic thinking skills. NACUBO is committed to nurturing these skills in all staff members.

Position Summary

The IT Systems and Support Manager combines IT systems management, end-user support, and cloud infrastructure engineering into a single role. This role complements the Web Platform Manager by focusing on infrastructure, support, and internal platform reliability while collaborating on shared systems and governance initiatives. The ideal candidate is a proactive problem-solver who can balance strategic goals with daily operational needs.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Platform Support and Administration

• Collaborate with platform owners to ensure cohesive governance, documentation, and cross-platform performance.
• Manage and maintain IT platforms, including:
• Windows 11, Office 365, Zoom, and Sentinel One for endpoint security.
• Security awareness training through platforms like KnowBe4.
• Administer and provide support for organizational platforms:
• Nimble/Salesforce, Sitecore, HubSpot, Higher Logic, eShow, and Cadmium, focusing on platform reliability, integrations, and user support across departments.
• Oversee system integration and API management for these platforms.

Technical and End-User Support

• Provide day-to-day technical support for staff across hardware, software, and network systems.
• Manage Audio/Visual (A/V) support for meetings, webinars, and office-based events.
• Deliver on-site support as needed for office-based IT issues.
• Conduct training and onboarding for new staff to ensure effective use of IT resources.

Systems and Infrastructure Management

• Support the deployment and ongoing configuration of cybersecurity initiatives, including app-based MFA, SSO integrations, and phishing training platforms.
• Maintain and enhance IT infrastructure, including servers, cloud platforms, and backups.
• Develop and enforce IT documentation, policies, and procedures.
• Ensure compliance with security standards and industry best practices.

Vendor and Resource Management

• Manage vendor relationships, including contract negotiation and performance monitoring.
• Support the Director of Information Technology in identifying and evaluating new vendors to optimize IT investments and resources.

Process Improvement

• Contribute to the NACUBO IT Team Charter and Platform Framework by maintaining clear documentation and serving as internal SME for assigned systems.
• Support and maintain both the NACUBO IT Charter and Platform Frameworks, ensuring long-term documentation and ownership continuity.
• Identify and implement process improvements to enhance IT operations and user experience.
• Partner with Membership and other teams to streamline core Nimble processes and contribute to internal documentation aligned with platform governance standards.
• Track and report on system usage and risk reduction in coordination with NACUBO’s security training goals (e.g., KnowBe4 completion and PPP scores).
• Lead initiatives to modernize and future-proof NACUBO’s IT infrastructure.
• Performs other duties as assigned.

Competencies

1. Analytical/Problem Solving
2. Customer/Member Focus
3. Technical/Professional Knowledge
4. Project Management
5. Innovation
6. Leadership
7. Outcomes Focus
8. Teamwork

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field (or equivalent experience).
• 5+ years of experience in IT systems management, end-user support, and infrastructure management.
• Expertise in Windows 11, Office 365, Zoom, and endpoint security platforms.
• Familiarity with CRM, CMS, and marketing automation platforms (e.g., Salesforce, Sitecore, HubSpot).
• Strong project management and troubleshooting skills.
• Excellent written and verbal communication skills.
• Certifications such as Microsoft Certified: Modern Desktop Administrator or CompTIA A+/Security+ are preferred.

Work Environment

This position is remote, but the incumbent may occasionally work in the office. The incumbent will utilize standard office equipment, including a laptop or computer, phone, and printer/copier. Temperatures in a remote and office environment may fluctuate.

Physical Demands

1. Sedentary work: Exerting up to 10 pounds occasionally. Active while managing onsite meetings/programs: Exerting up to 40 pounds.
2. To perform the duties of this position, the employee is regularly required to talk and hear. The employee may frequently be required to stand, walk, use hands and fingers to type, handle or feel, and reach with arms and hands. Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time regular position. Typical days and hours of work are Monday through Friday 8:45 a.m. to 4:45 p.m. This position may be eligible for an alternate work arrangement (i.e., flextime). Please refer to the Employee Handbook for details. There may be occasional evening and weekend work as job duties or projects require it.

Travel

Travel is primarily local during the business day. Some out-of-the-area travel and overnight travel may be expected.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Other Duties

Please note this position description does not cover, contain or list a fully comprehensive listing of duties or responsibilities that are required of the employee in this role. Duties, responsibilities, and activities may change at any time with or without notice.