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.

Essential Functions

• 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

Technical Skills

• 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

Professional IT Leadership Skills

• 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.

Required Qualifications

• 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.

Licenses & Certifications:

• CompTIA A+, & Microsoft certification preferred.

Core Competencies

• 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

Other Requirements

• 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.

Equal Opportunity Statement

Interfaith Ministries for Greater Houston is an equal opportunity employer committed to