NVC IT Manager

Description

The IT Manager (ITM) reports to the PMO IT Liaison with dotted-line reporting to the site Operations Manager and is responsible for leading and managing a diverse team of IT professionals at the National Visa Center in Portsmouth NH. This role is responsible for overseeing daily operations across multiple IT functions including reporting, help desk support, systems administration, systems development, database analysis, and database administration. The ideal candidate will possess strong leadership, technical, communications and project management skills to ensure the delivery of high-quality IT services and solutions that align with organizational and program goals.  

Essential Duties And Responsibilities Are:

• Lead, mentor, and manage a team of IT professionals across helpdesk, systems, reporting, and database functions.
• Conduct performance reviews, set individual goals, and support IT staff development through coaching, feedback, and training.
• Foster a collaborative, high-performance team culture that promotes teamwork, innovation, accountability, and continuous improvement.
• Ensure compliance with IT policies, contractual obligations, and customer/company performance standards.
• Serve as the primary point of contact for site IT operations, tracking taskings, and keeping leadership informed of IT performance, customer requests, and deliverables.
• Deliver exceptional customer service to internal, external, and corporate stakeholders by proactively addressing IT needs.
• Support recruitment, onboarding, and retention of a technically proficient and  professional IT team.
• Plan, prioritize, and manage IT tasks and projects to ensure timely, on-budget, and high-quality delivery aligned with business objectives.
• Oversee help desk operations to ensure responsive and effective user support.
• Manage  systems administration to maintain infrastructure reliability, security, and performance.
• Supervise database administration (Oracle) and analysis to ensure data integrity, availability, and reporting accuracy.
• Coordinate systems development and reporting initiatives to meet evolving business requirements.
• Generate  timely and accurate performance reports to support oversight, monitoring, and decision-making.
• Identify and implement process improvements and technology innovations to enhance IT service delivery.
• Manage vendor relationships and assist in IT budget planning and financial oversight to ensure program profitability.
• Identify and communicate staffing needs and contribute to workforce planning.
• Promote teamwork in a safe, inclusive, and feedback-driven work environment through regular one-on-one sessions and team engagement.
• Respond effectively to changes in demand and resolve issues with minimal disruption to service delivery.
• Conduct briefings and management reviews as required.
• Travel occasionally (<10%) to support offsite planning, updates, and team-building activities.
• US Citizen
• Bachelor’s degree or higher in relevant field 
• Must possess at least seven (7) years of progressive IT experience, including 3+ years in a leadership or managerial role
• Proven experience working in cross-functional IT environments
• Strong knowledge of IT infrastructure, systems development, databases, and support services
• Experience with ITIL, Agile, or other IT service   management frameworks is a plus
• Experience with Oracle and SQL databases is a plus
• Proficient with Microsoft Servers and Enterprise systems. 
• Excellent communication, problem-solving, and organizational skills
• Excellent written and oral communication 
• Superior organizational skills and work ethics 
• Must have the ability to obtain and maintain a Top-Secret level security clearance

Requirements

Preferred Qualifications

• Experience managing IT services on a large U.S. Government contract or program

Physical Demands: While performing the duties of this job, the employee may occasionally be required to stand; walk; sit; lift; bend; reach; carry; stoop; kneel; use hand and fingers to handle, or feel objects, tools, or controls; use fingers and hands to type or write; speak; or hear. Specific vision abilities may be required to perform the job which may include close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus.  

Work Environment:  Onsite - onsite office work required.