Lancaster, Pennsylvania, United States
I lead IT Services at HOPE International, with responsibility for delivering reliable, scalable technology solutions that support staff across our "central service unit" and global programs. My role sits at the intersection of operations, systems strategy, and organizational enablement. I oversee core IT service delivery (service desk, devices, accounts, and software access) while also driving major cross-functional initiatives that shape how the organization works. Key areas of focus: •IT Services Leadership: Leading a distributed IT team responsible for day-to-day support, user lifecycle management, and operational excellence •Work Management & Systems Strategy: Own the organization-wide rollout of tools such as Asana as a unified work management platform, reducing tool fragmentation and improving visibility and collaboration •Enterprise Technology Initiatives: Leading large-scale efforts such as: •Box → SharePoint migration •Microsoft 365 Copilot enablement and governance •Integration between Jira, Asana, and other core systems •CRM & Cross-Functional Partnership: Provide strategic oversight for CRM systems and partner closely with Advancement, Finance, and Donor Care to improve processes and data integrity •Vendor & SaaS Management: Manage key technology vendors and contracts, ensuring cost-effective scaling and alignment with organizational needs •Change Management & Adoption: Help teams successfully adopt new tools and workflows through clear standards, training, and support
Responsible to ensure consistent operation of HOPE’s technology resources so that end users can accomplish business tasks. This includes assisting with setting up new employees, management of user hardware and software, addressing help desk requests, managing certain external vendors, and other general support areas. Completing these important support activities directly relates to HOPE International’s ability to accomplish its mission and serve the materially poor around the globe.
Leading a team of IT professionals in providing a high level of technical assistance and toward accomplishing the development/support goals for technology at Millersville University.
Through excellent customer service skills, provide a high-level of technical assistance and guidance over the phone and other electronic communications to faculty, staff and students on our computing environments. Manage technical issues placed in our technical issue tracking system. Perform remedial and preventative maintenance on desktop and laptop computers through remote support applications. Collaborate with other members of Information Technology to isolate and resolve technical issues.
Perform hardware and software repairs/installs for customer PCs and other devices Simplify technical concepts for customers to enable them to better understand technological information Provide customers with the complete Best Buy experience by building relationships, understanding their needs and reaching solutions together
- Performed hardware and software troubleshooting for PCs by performing online research, collaborating with other employees, or by using knowledge gained in prior experiences - Answered technical computer questions by phone, online communication and in person