About Blackbaud:

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 40,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

Tier2 Operations Manager

As a leader to the Second Level (Tier2) Operations team, the Tier2 Operations Manager will motivate and challenge a talented cross-functional team consisting of Database, Network, Windows and Linux Systems Administrators.

Responsibilities Include:         

• Coordinate the work activities of the team including overseeing the day-to-day work execution and functional area processes, ensuring high availability for all operations services
• Personnel management duties including supporting career development, employee engagement, time approval, staffing, quarterly reviews and all other related activities
• Utilize advanced knowledge of relevant technologies to expedite the investigation and resolution of incidents and problems
• Develop, implement and review standard operating procedures and work practice that focus on promoting and supporting standardization and continuous improvement
• Prepare work specifications and project schedules, ensuring activities are well coordinated and that projects are completed within deadlines and budgets
• Develop, implement and review standard operating procedures and work practice that focus on promoting and supporting standardization and continuous improvement
• Exercise good judgment within generally defined practices and policies in selecting methods and techniques for implementing solutions
• Develop stakeholder relationships, working with teams across the business to ensure upstream and downstream processes exist to support meeting SLAs and OLAs
• Develop, monitor and manage the quality of service for Operations key performance indicators (KPIs)
• Utilize CSI methodology to consistently drive streamlining of processes, improve quality and automate common tasks
• Utilize technical understanding to translate technical requirements and specifications into easily understood business concepts and vice versa
• Considered the primary point of contact to others within the organization and expected to brief upper management of technical aspects of core team’s projects, product issue resolution, personnel development plans and status, organization issues/progress

Requirements & Skills:

• BA/BS or equivalent experience
• 5+ years building and managing technical teams of 10+ individuals
• 5+ years relevant experience in an IT engineering, support or administration role supporting Windows, Linux, and/or common web applications
• Preferred experience with cloud based services (e.g. Office365, Azure, AWS, etc.)
• Ability to communicate effectively and appropriately with all levels of employees and customers
• Excellent interpersonal and organizational skills, ability to handle diverse situations, multiple projects and changing priorities
• Strong problem solving skills and an innovative approach to addressing administrative, personnel, and technical problems
• Proven experience in past roles to effectively manage time, prioritize work, multi-task across many assignments, and create deliverables with little direction
• Experience working with sensitive information and maintain confidentiality of such data and information
• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc.)
• ITIL, ISO 200001 or similar certification strongly desired
• MCSE, MCSA or similar certification is a plus

Why you’ll want to come work here: 

• Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
• Gift matching, volunteer for vacation program, and endless community involvement opportunities
• Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
• Tremendous company culture and office perks like onsite gym, free snacks, café, and cutting-edge new headquarters to be completed in 2018