Director of Infrastructure & Computer End Use

Director Of Infrastructure & Computer End Users

Interfaith Ministries for Greater Houston, now IM Houston, is Greater Houston's longest-serving interfaith-based social services organization. Originally founded in 1964 as Protestant Charities, we've evolved to reflect Houston's rich diversity of faiths and cultures. Our mission is to bring people of diverse faith traditions together for dialogue, collaboration, and service, as a demonstration of our shared beliefs.

While our name and logo have been refreshed, our commitment to empowering individuals and uniting communities has never been stronger. Our core services include:

• Meals on Wheels/Animeals
• Refugee Services
• Interfaith Relations and Community Partnerships
• Volunteer Houston

While each program serves distinct communities, all are unified by our shared commitment to building a more respectful, connected, and caring society. Service is at the core of our work. Through empathy and resilience, our employees bring meaningful connection and support to those we serve.

The Director of Infrastructure & Computer End Users is responsible for the day-to-day management, security, and reliability of IM's technology infrastructure stack (On-premises & Cloud Service) and end-user computing environment. This hands-on role oversees the organization's Microsoft 365 tenant, network, and server infrastructure, endpoint management, and end-user IT service delivery for all staff.

IM has engaged a Managed Services Provider (MSP) to monitor and manage core infrastructure, cloud services, and network and end-user services support. The Director is responsible for managing MSP service delivery against the Service Level Agreements (SLAs) in the Master Services Agreement (MSA) and each individual Statement of Work (SOW). In addition, the role will also be the primary (in conjunction with the MSP's offsite Helpdesk) deliverer of on-Site hands-on desktop and end-user support, collaborating with the MSP on escalated issues.

The ideal candidate combines IT management and leadership experience, strong technical depth with a service-oriented mindset, and the ability to work effectively in a resource-conscious nonprofit environment.

This is a pivotal leadership role at a defining moment for IM Houston. The Director of Infrastructure & Computer End Users will play a critical role in updating IM's IT infrastructure, effectively managing overall project and cost initiatives related to our MSR, and working with the VP of Compliance & Operations to ensure the organization is up to date and compliant with all Cyber Security policies and processes for the organization.

Develop and manage the organization's Infrastructure and end-user IT strategy and roadmap in collaboration with the VP of Compliance & Operations, supported by Managed Services Partner recommendations

Ensure that IT policies and security best practices are properly defined, implemented, and enforced to ensure compliance and data security

Define, Manage & Support the Microsoft 365 end-user portfolio, including Outlook, Teams, Teams Phone, OneDrive, SharePoint, and End-User desktop applications such as Adobe. Implement and maintain Microsoft 365 security best practices

Manage organization-wide Teams and SharePoint structures to support collaboration and document management

Oversee backup and disaster recovery solutions; test and document restoration procedures regularly

Manage vendor relationships and contracts for internet, telephone, and hosted services

Monitor & Manage MSP adherence to service Level agreements & project delivery commitments (on time, to agreed scope & on budget), ensuring on-site operations and end-user productivity as defined in each Statement of Work

Manage & participate in IT project delivery, system upgrades and rollouts, and other technology initiatives in collaboration with MSP engineers

Maintain hardware and software inventory (ITAM) and procure new hardware and software as needed

Develop and maintain internal knowledge base articles and end-user documentation as needed

Lead incident reviews, root cause discussions, and service improvement efforts

Technical liaison between the organization and the MSP, and other technology vendors and partners

Serve as the primary presence on-site for required in-person technical support for 150+ employees across three sites, working collaboratively with the MSP to diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues, resolve incidents, and service requests

Provide on-site support for Windows laptops and desktops, printers, monitors, docking stations, peripherals, and standard productivity and other organizational applications in conjunction with the MSP L1 Support Helpdesk.

Periodically assist and augment the MSP with basic operational administration of Microsoft infrastructure and services, including Active Directory, Intune, Entra ID, and Exchange Online

Assist MSP with employee onboarding and offboarding, including preparing and deploying devices for new hires, coordinating access provisioning and deprovisioning with the MSP, recovering equipment, and periodically creating, modifying, disabling, and deleting user accounts

Oversee and maintain IM's multi-use conference room audiovisual systems in all buildings

Desktop and laptop hardware maintenance and troubleshooting

Computer imaging

Endpoint management

Strong working knowledge of Windows 11 and Microsoft technologies

Microsoft 365 (including Outlook, Teams, Teams Phone, OneDrive, SharePoint, and Office applications) and other enterprise productivity applications

Software installation, configuration, and troubleshooting

Peripheral and printer support

Disaster recovery, and business continuity experience

Mobile device management, maintenance, and troubleshooting

Familiarity with basic operational administration of Microsoft infrastructure and services, including Active Directory, Entra ID, Exchange Online, and Intune.

Understanding of fundamental networking concepts and technologies (TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, switches, wireless access points)

Familiarity with industry security best practices

Familiarity with conference room audiovisual systems

Strong leadership skills to effectively manage and guide internal resources, our MSP, and other technology partners

Strategic thinker who can develop multi-year strategic IT plans and roadmaps

Strong interpersonal and customer service skills, with the ability to work effectively with both end users and external service providers

Clear verbal and written communication skills, including the ability to document issues and solutions thoroughly

Ability to prioritize tasks and manage workload in a shared-support environment

Strong problem-solving and analytical skills

Ability to work independently while collaborating effectively with internal teams and the MSP.

Bachelor's degree in information technology, Computer Science, or a related field, or equivalent practical experience.

Minimum of 5-6 years of experience in IT leadership, and hands-on IT management and support in organizations with 100+ employees.

Experience working with or alongside a Managed Service Provider (MSP) or external IT support vendor.

Familiarity with IT frameworks such as ITIL or CIS Controls.

Experience with IT procurement, vendor management, and budget tracking.

Knowledge of cybersecurity best practices and security awareness program management.

Strategic thinking with strong execution capability

High emotional intelligence and sound judgment

Ability to influence and partner across all levels of the organization

Strong communication and presentation skills

Cultural competency and commitment to inclusion

Results-driven with a focus on systems, structure, and accountability

Primarily office-based position with standard business hours.

Occasional extended hours may be required for after-hours IT infrastructure maintenance

Requires the ability to sit for extended periods, use a computer, and communicate effectively in person and electronically.

Must be able to lift and carry a minimum of 30 pounds.

Valid driver's license and auto liability insurance as required by law.

Must possess a valid Texas driver's license and automobile liability insurance or demonstrate the ability to travel to multiple work sites reliably and attend meetings with or without reasonable accommodation.

Interfaith Ministries for Greater Houston is an equal opportunity employer committed to workplace diversity and inclusion. All applicants will be considered for employment without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other characteristic protected by federal, state, or local law. We encourage applications from individuals of all backgrounds who share our commitment to serving diverse communities.