<div><strong>Position Summary<br></strong>The Christian and Missionary Alliance (C&amp;MA) is seeking an experienced Tech Support Lead. This is a full-time position located in Reynoldsburg, Ohio. This position is under the direction of the Client Services Director and is responsible for providing advanced Help Desk support to C&amp;MA and district staff, resolving hardware, software, cloud service, and endpoint management issues. This role oversees the full lifecycle of PC and Mac client hardware, including vendor negotiations, purchasing, deployment, and asset tracking, while managing user identities, security policies, and device compliance through Microsoft Entra ID and Intune. The position also supports remote and hybrid workers, administers mobile device management, contributes to knowledge base development, monitors Help Desk performance metrics, and may serve as IT lead for the Biennial General Council. In the performance of these duties, this position will support the overall mission of the C&amp;MA as described below.</div><div><strong><br>Specific Duties</strong></div><div><strong>Help Desk &amp; End-User Support</strong></div><ul><li>Provides and oversees advanced IT Help Desk troubleshooting and support to all Alliance employees at the National Office (N.O.), to global workers, and to district employees who use technology services provided by the National Office technology group, primarily involving issues relating to company hardware, software, cloud services, and endpoint management, including resolving application-related support tickets using technical expertise and exceptional customer service skills</li><li>Monitors and reports on Help Desk ticket trends, SLA compliance, and service quality metrics</li><li>Identifies opportunities to streamline Help Desk workflows, automate repetitive support tasks, and refine standard operating procedures based on ticket trend analysis and end-user feedback</li><li>For employees in the field, reports and escalates systems-level or application-related programming issues to the appropriate technology team employees</li><li>Provides training and orientation to new N.O. employees both onsite and offsite, including remote/hybrid onboarding support</li><li>Assists or facilitates IT training classes, seminars, and cybersecurity awareness initiatives</li><li>Contributes to IT knowledge base documentation and self-service resources to improve first-contact resolution and reduce ticket volume</li><li>Prepares and delivers regular reports to IT management summarizing Help Desk performance, support trends, emerging issues, and recommendations for capacity, tooling, or process improvements</li><li>Maintains project updates and communications with vendors and members of the Alliance family</li><li>Continues professional development through education and training in emerging hardware, software, cloud, and security technologies</li><li>Occasional travel, after-hours, and weekend support may be required</li><li>Other tasks assigned as needed by IT leadership</li></ul><div><br></div><div><strong>Hardware &amp; Asset Management</strong></div><ul><li>Oversees PC and Mac client hardware strategy including research, evaluation, options, package composition, implementation, replacement, warranty fulfillment, budget planning, and and-to-end lifecycle management</li><li>Summarizes the above strategy and presents recommendations to higher levels of authority; participates in discussions based on recommendations, and executes the final decision, including making purchases; coordinates annual PC client purchase, including timing, vendor negotiations, and relationship development</li><li>Processes all PC and Mac purchases, ensuring device standards, documentation standards, and repeatable onboarding/offboarding processes</li><li>Installs, configures, and maintains computer hardware, software, and endpoint management profiles (e.g., Microsoft Intune) while moving the organization toward automated deployment</li><li>Tracks computer hardware, software licenses, warranties, and contracts in the IT asset tracking system</li><li>Maintains and facilitates relationships with software and hardware vendors and suppliers, including negotiations</li><li>Without oversight, coordinates with general accounting the reconciliation of assets for fiscal tracking and depreciation purposes</li></ul><div><br></div><div><strong>Identity, Security &amp; Endpoint Management</strong></div><ul><li>Participates in security compliance, including incident reporting/escalation expectations, a least-privilege mindset, and handling sensitive data</li><li>Manages user accounts, groups, security policies, and device objects in Microsoft Entra ID (Azure AD) and related identity platforms for Alliance employees and systems</li><li>Administers and maintains multi-factor authentication (MFA), conditional access policies, and endpoint compliance configurations</li><li>Manages and supports mobile device management (MDM) for organization-owned and BYOD mobile devices</li><li>Supports and troubleshoots VPN, remote desktop, and other remote access solutions for distributed and global workers</li></ul><div><br></div><div><strong>General Council IT Leadership</strong></div><ul><li>Coordinates with the National Office Council team to provide technology support per Council requirements</li><li>Provides set-up and technology support for various offices onsite (Office of the Corporate Secretary, etc.), and miscellaneous support as requested by Council lead</li><li>Leads all technology efforts concerning General Council including planning, IT personnel direction, and onsite IT technical decisions pre- and post-Council</li></ul><div><br></div><div><strong>The Christian and Missionary Alliance</strong> (The Alliance, the C&amp;MA) was birthed in 1887 from a vision of Pastor A. B. Simpson in New York City, who became heartbroken over the plight of the homeless, the immigrant, and the marginalized. Today, we share his passion to offer tangible help and lasting hope to the world’s neediest people.</div><div>We believe that from the beginning of time, God set in motion a loving plan for humanity that is carried out in each of us through the redemptive work of Jesus Christ. We believe the best way to see this plan fulfilled is by extending His love to those who have yet to experience it.</div><div>Through over 1,900 churches in the United States and nearly 700 workers in 70 countries, we pay forward the love of Jesus to suffering and overlooked people in our communities and throughout the world through a wide variety of developmental and compassionate care projects and initiatives.</div><div>Because the C&amp;MA is a Christ-centered global movement, we place a high value on employing a diverse, multicultural workforce to accomplish His Great Commission. Accordingly, we will be proactive throughout our hiring process to embrace and cultivate racial and ethnic diversity among our U.S. National Office staff.</div><div><strong><br>Requirements</strong></div><ul><li>Two-year or four-year college degree in a related field (Information Technology, Computer Science, or similar)</li><li>3+ years of IT support or help desk experience, with demonstrated progression from general troubleshooting to more complex technical problem-solving</li><li>Experience managing and supporting Windows and Mac endpoint environments, including hardware lifecycle management from procurement through retirement</li><li>Demonstrated experience administering Microsoft 365 services, cloud-based identity platforms (e.g., Microsoft Entra ID), and endpoint management tools (e.g., Microsoft Intune)</li><li>Experience mentoring, training, or providing technical guidance to junior support staff or end users, even in the absence of formal supervisory authority</li></ul><div><strong><br>Benefits</strong></div><ul><li>Salary range $59,000 to $69,000 per year</li><li>Health plan (medical/dental/vision/HSA)</li><li>Life Insurance</li><li>403(b) retirement plan with a percentage of employer matching</li><li>Retirement grant</li><li>Long-Term disability</li><li>Paid time off (vacation/holidays/personal days)</li><li>Sick time (accrues, with additional extended illness bank for rollover hours)</li><li>Other paid leave (compassionate care, jury duty, parental, etc.)</li><li>Employee assistance program</li></ul><div>&nbsp;</div>

Tech Support Lead

<div><strong><br>Position Summary<br></strong><br></div><div>The Christian and Missionary Alliance (C&amp;MA) is seeking an experienced Director for Infrastructure &amp; Security. This is a full-time position located in Reynoldsburg, Ohio. This position works under the direction of the AVP for IT and is responsible for providing hands-on technical leadership for the C&amp;MA’s on-premises, cloud, and hybrid infrastructure environments, cybersecurity programs, and IT operations. This role is responsible for leading a team of systems administrators, ensuring the reliability, security, and scalability of the organization’s technology infrastructure — both domestic and international. In the performance of these duties, this position will support the overall mission of the C&amp;MA as described below.</div><div><strong><br>Specific Duties<br></strong><br></div><div><strong>Infrastructure Strategy &amp; Architecture</strong></div><ul><li>Develop and execute the infrastructure strategy for the C&amp;MA, evaluating on-premises, cloud, and hybrid approaches based on organizational needs, security posture, and financial stewardship</li><li>Design and maintain the organization’s network architecture, including firewalls, switches, VPN, Wi-Fi, and network segmentation across domestic and international locations</li><li>Oversee server and storage infrastructure, including virtualization platforms (Dell VxRail, Nutanix), physical and virtual server environments, and storage systems</li><li>Lead capacity planning for computing, storage, and network resources, ensuring infrastructure scales to meet current and future organizational requirements</li><li>Evaluate emerging infrastructure technologies and make recommendations for adoption aligned with organizational strategy and budget</li><li>Identify, catalog, and prioritize infrastructure technical debt, including aging hardware, out-of-support systems, and legacy configurations; develop remediation plans in coordination with budget planning and strategic priorities</li></ul><div><strong>Cybersecurity Program</strong></div><ul><li>Build and mature the organization’s cybersecurity program, establishing policies, standards, and operational practices that protect organizational and constituent data</li><li>Conduct or coordinate vulnerability scanning and penetration testing on a regular cadence</li><li>Develop and maintain incident response plans and lead the response to security incidents</li><li>Implement and manage identity and access management controls, including MFA, conditional access policies, and privileged access management</li><li>Oversee M365 security hardening, including data loss prevention (DLP), endpoint protection, and email security</li><li>Coordinate cybersecurity training and phishing awareness initiatives in partnership with IT Services</li><li>Monitor the threat landscape and communicate risk posture to IT leadership and organizational stakeholders</li><li>Support organizational compliance and data privacy obligations, including donor data privacy, PCI compliance for donation processing, and the heightened data handling requirements for international workers in sensitive and restricted-access contexts where a data breach carries physical safety implications</li></ul><div><strong>Operations &amp; Service Reliability</strong></div><ul><li>Ensure the reliability, availability, and performance of all infrastructure systems, including servers, networks, cloud services, and support platforms</li><li>Establish and enforce infrastructure change management processes, including change advisory review, maintenance windows, rollback plans, and post-change verification</li><li>Manage patch management strategy and execution across server and network infrastructure</li><li>Oversee backup and recovery operations, ensuring regular testing and validation of backup integrity</li><li>Implement and monitor system performance metrics, proactively identifying and resolving issues before they impact the organization</li><li>Coordinate with IT Services on escalated infrastructure issues, ensuring timely resolution and clear communication</li></ul><div><strong>Disaster Recovery &amp; Business Continuity</strong></div><ul><li>Develop, document, and maintain disaster recovery plans with defined RPO/RTO targets for critical systems, aligned with organizational risk tolerance</li><li>Develop and maintain business continuity plans that ensure the organization can sustain operations during extended outages or disruptions, with particular attention to international workers in sensitive contexts</li><li>Conduct regular DR testing and exercises, documenting results and driving continuous improvement</li><li>Ensure infrastructure resilience through redundancy, geographic distribution, and failover capabilities appropriate to organizational scale and risk profile</li></ul><div><strong>Endpoint &amp; Asset Management</strong></div><ul><li>Manage the hardware asset lifecycle from procurement through disposition, including inventory tracking, refresh planning, and responsible disposal</li><li>Oversee endpoint management strategy and platform administration (e.g., Microsoft Intune), including device compliance policies, software deployment, and mobile device management</li><li>Coordinate with IT Services on endpoint security baselines, ensuring devices meet organizational standards before and during deployment</li><li>Maintain physical security of IT infrastructure, including server room access controls, environmental monitoring, and UPS/power management</li></ul><div><strong>Cloud &amp; Hybrid Infrastructure</strong></div><ul><li>Administer cloud infrastructure services, including Microsoft 365, Azure, and AWS environments</li><li>Develop and maintain the cloud migration roadmap, making recommendations based on sound business cases, security requirements, and organizational readiness</li><li>Manage cloud identity, tenant configuration, and service administration</li><li>Optimize cloud resource utilization and costs, ensuring responsible stewardship of cloud investments</li></ul><div><strong>International IT Infrastructure</strong></div><ul><li>Oversee infrastructure and security operations for international locations and international workers, ensuring consistent standards and appropriate support</li><li>Coordinate with Alliance Missions through formal IT engagement channels on international infrastructure needs, projects, and support requirements</li><li>Address unique international infrastructure challenges including connectivity in restricted regions, data sovereignty requirements, and geopolitical considerations</li></ul><div><strong>Documentation &amp; Knowledge Management</strong></div><ul><li>Establish and maintain documentation standards for infrastructure systems, network configurations, security procedures, and operational runbooks</li><li>Lead the development of a centralized knowledge base for infrastructure and security documentation</li><li>Reduce single-point-of-failure risk through cross-training, knowledge sharing, and documented procedures</li></ul><div><strong>Team Leadership &amp; Development</strong></div><ul><li>Lead and develop a team of systems administrators, providing mentorship, technical guidance, and performance management</li><li>Conduct regular one-on-ones, set clear goals, and provide meaningful career development opportunities</li><li>Foster a culture of collaboration, continuous improvement, and professional growth within the infrastructure and security team</li><li>Manage relationships with external infrastructure and security vendors and partners</li></ul><div><strong>Stakeholder Partnership &amp; Collaboration</strong></div><ul><li>Support technology governance initiatives by providing infrastructure and security input for governance decisions and delivering on strategic infrastructure projects</li><li>Coordinate with IT Services on platform-level configuration and support for end-user-facing technology platforms</li><li>Coordinate with Software Engineering on deployment pipelines, production environment management, and platform dependencies</li><li>Partner with the Director of Software Engineering to develop and mature deployment automation and DevOps practices as the organization’s technical maturity advances</li><li>Communicate infrastructure and security concepts effectively to non-technical stakeholders</li></ul><div><strong>Budget &amp; Financial Stewardship</strong></div><ul><li>Provide oversight and direction for infrastructure and security budgeting, including hardware lifecycle planning, cloud service costs, vendor contracts, and security investments</li><li>Contribute to overall IT budget planning through identification of infrastructure, security, CapEx, and operations resource need</li></ul><div><strong>The Christian and Missionary Alliance</strong> (The Alliance, the C&amp;MA) was birthed in 1887 from a vision of Pastor A. B. Simpson in New York City, who became heartbroken over the plight of the homeless, the immigrant, and the marginalized. Today, we share his passion to offer tangible help and lasting hope to the world’s neediest people.</div><div>We believe that from the beginning of time, God set in motion a loving plan for humanity that is carried out in each of us through the redemptive work of Jesus Christ. We believe the best way to see this plan fulfilled is by extending His love to those who have yet to experience it.</div><div>Through over 1,900 churches in the United States and nearly 700 workers in 70 countries, we pay forward the love of Jesus to suffering and overlooked people in our communities and throughout the world through a wide variety of developmental and compassionate care projects and initiatives.</div><div>Because the C&amp;MA is a Christ-centered global movement, we place a high value on employing a diverse, multicultural workforce to accomplish His Great Commission. Accordingly, we will be proactive throughout our hiring process to embrace and cultivate racial and ethnic diversity among our U.S. National Office staff.</div><div><strong><br>Requirements<br></strong><br></div><ul><li>Four-year college degree in related field, or equivalent combination of experience and training</li><li>Requires 5+ years of progressive experience in IT infrastructure, systems administration, or related technical operations, including 2+ years in a leadership or management role</li><li>Demonstrated experience managing on-premises, cloud, and/or hybrid infrastructure environments</li><li>Experience developing and executing cybersecurity programs, including vulnerability management, incident response, and security awareness</li><li>Experience managing vendor relationships for infrastructure services, hardware, and software</li><li>Experience supporting IT infrastructure across geographically distributed or international locations (preferred)</li><li>Strong proficiency in Windows and Linux server administration, virtualization platforms (Nutanix, or comparable), and network infrastructure (firewalls, switches, VPN, Wi-Fi</li><li>Experience with cloud platforms (Azure, AWS, or comparable) and hybrid infrastructure models</li><li>Working knowledge of cybersecurity frameworks, vulnerability scanning, penetration testing, and security incident response</li><li>Experience with endpoint management platforms (e.g., Microsoft Intune, SCCM, or comparable)</li><li>Experience with IT asset management practices, including hardware lifecycle planning and procurement</li><li>Familiarity with disaster recovery and business continuity planning methodologies</li><li>Ability to communicate technical infrastructure concepts and risk tradeoffs to both technical and non-technical audiences</li></ul><div><strong><br>Benefits<br></strong><br></div><ul><li>Salary range $100,000 to $115,000 per year</li><li>Health plan (medical/dental/vision/HSA)</li><li>Life Insurance</li><li>403(b) retirement plan with a percentage of employer matching</li><li>Retirement grant</li><li>Long-Term disability</li><li>Paid time off (vacation/holidays/personal days)</li><li>Sick time (accrues, with additional extended illness bank for rollover hours)</li><li>Other paid leave (compassionate care, jury duty, parental, etc.)</li><li>Employee assistance program</li></ul>

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