[Hiring] Manager, DCS Operations Systems @American Red Cross

Role Description

This is a people manager position reporting to the Director, DCS Systems Operations. This position leads and develops a team responsible for supporting core DCS operational systems (incl. ArcGIS Online & WebEOC) ensuring they operate reliably, efficiently, and in alignment with mission needs. This role oversees system administration, operational configuration development, and DCS operations data management while guiding the team in delivering high-quality tier 2 technical support. The manager partners with cross-functional stakeholders throughout the solution lifecycle to ensure systems effectively support operational readiness and response.

Responsibilities

• Lead technical consultation to a set of DCS business areas to understand business practices/processes, elicit and document business requirements, translate business requirements to technical specifications, ensure information technology meets requirements and provides the intended business value.
• Track and manage a set of technologies to determine their maturity and applicability to the operating unit or function.
• Identify new applications or system enhancements to ensure success of DCS users. Evaluate new IT developments, applications and evolving business/systems requirements.
• May facilitate planning and direct the design, installation, modification and operation of an information systems capability.
• Oversee and/or approve project strategic plan and functional testing strategies to implement the technology vision and ensure business goals are met.
• Monitor project/portfolio performance metrics of business value over time.
• May ensure that vendor proposals in the purchase of hardware, software, and technical services meet technical specifications.
• Facilitate problem resolution between BSI (Business Systems Integration), HSIT (Humanitarian Services IT) and DCS, as needed. Represent, champion, and balance interests within DCS.
• Manage a team including hiring, training, coaching, evaluating and managing performance. Manage resource allocations and coordinate staff assignments.
• Provide WebEOC, ArcGIS Online or other systems training and guidance to other staff. May maintain system updates and modifications.
• Provide end-user support for tier 2 IT tickets for WebEOC, ArcGIS Online or other systems, training and leading tier 2 systems support volunteers.
• Develop and maintain tier 2 IT ticket support processes and workflows.
• Develop and provide technical support for on-demand and planned operational configurations in WebEOC, ArcGIS Online or other systems.
• Support and maintain permissions for provisioning and systems access to WebEOC, ArcGIS Online, RC Respond and other DCS systems.
• Evaluate, install and customize vendor-supplied or commercial-off-the-shelf boards or applications for WebEOC and ArcGIS Online.
• May write or edit code in language(s) used by WebEOC, ArcGIS Online or other systems.

Qualifications

• Bachelor's degree in Business, Computer Science, Information Technology or related field required.
• Minimum 5 years of related experience or equivalent combination of education and related experience required.
• 3 years of supervisory or management experience.
• Effective verbal and written communication skills.
• Ability to apply technical expertise to resolve problems.
• Ability to effectively prioritize and execute tasks efficiently.
• Effective management skills.
• Ability to work on a team.

Requirements

• Travel may be required.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).
• Physical requirements are those present in normal office environment conditions.
• Operational flexibility is required to meet sudden and unpredictable needs.
• Ability to use a personal computer, applicable software, and office equipment for sustained periods of time.
• May include sitting for long periods of time, driving a vehicle, and working under challenging conditions.

Compensation

The starting salary range for this position is $100,000 - $110,000. This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. *This role is not eligible for relocation assistance. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

Benefits

• Medical, Dental, & Vision Plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition