As the global trade association for official destination organizations and convention and visitor bureaus (CVBs), Destinations International protects and advances the success of destination marketing worldwide. Destinations International’s membership includes over 700 official destination organizations with more than 7,500 individuals in over 26 countries that command more than $2 billion in annual budgets. As the world's largest and most reliable resource for destination organizations we inform, connect, inspire, and educate our members with the goal to drive destination economic impact, job creation, community sustainability and quality of life through travel.
Our Purpose
We believe that destination organizations positively impact local communities as a dynamic place to visit, live and work. As such, Destinations International, the global association for destination professionals, elevates tourism by educating, equipping, empowering, and connecting its members to better fulfill their missions and achieve positive results around the world.
Our Core Pillars
Community - We foster a strong, global community of professionals and promote the exchange of information, knowledge, and best practices.
Advocacy & Research - We educate, equip and empower our members to advocate on behalf of their destination organizations and their destination communities.
Professional Development - We are the definitive resource for professional development within the destination marketing and management industry.
Destinations Tools - We offer a suite of products built on best practices, insights and research.
Our Work Environment
Destinations International is a remote-first organization with a headquartered office space located in Washington D.C. Collaboration of team members includes virtual and in person meetings.
Destinations International offers a comprehensive benefits package including paid time off (PTO), sick leave, paid holidays, 401K retirement plan and health, dental, vision, life, accidental death & dismemberment (AD&D), and short-term/long-term disability insurance coverages.
Position Summary
The Information Technology Manager supports the Vice President of Information Technology in the day-to-day management of the information technology infrastructure and the association database. Provides operational infrastructure support, maintenance, troubleshooting to ensure optimum utilization of IT resources. Analyzes the needs of different departments and determines ways to meet business objectives by modifying existing or developing new information processing systems. May be involved in hardware/software/vendor selection. Role will include internal and external IT support, database administration and internal IT training.
IT Support
Serve as first line of contact for staff IT inquiries while providing superior customer service and responding to staff inquiries according to the IT Service Level Agreement (SLA)
Create and manage helpdesk ticketing system to launch January 2024; resolve issue tickets in a timely manner
Monitor the day-to-day technology needs of the organization
Review, update and enforce IT SLA
Create efficiencies in IT onboarding and IT offboarding
Identify and suggest possible improvements to standard operating procedures (SOPs)
Enforce SOPs, data protection and best practices
Monitor the info@, helpdesk@, and support@ inboxes for questions or login issues and assist with password resets
Analyze business requirements of all departments to determine technology needs, report recommendations to VP of Information Technology
Identify the need for upgrade, configurations or new systems and report recommendations to the VP of Information Technology
Collaborate with other departments to understand their IT needs and develop solutions accordingly.
Share ideas proactively to help improve efficiency, documentation, and operations.
Database Administration
Become the subject matter expert for the association management system (currently Impexium AMS)
Maintain data integrity and resolve data errors
Run exception reports and assist team members with correcting profile data, identifying and resolving duplicate profile records, and managing profile relationships
Build and update queries according to department specifications
Troubleshoot query data errors
Assist staff with running and exporting queries
Assist staff with navigating the AMS, answer questions regarding SOPs
Create SOPs for performing tasks in the AMS, review and edit existing SOPs
Assist staff with report running and exports
Assist staff with custom report generation, collect requirements, design the report to specifications and submit to VP of Information Technology for approval
Test custom reports in DEV environment, approve for PROD or return to DEV with edits
Training
Develop and implement staff onboard training program for all technology systems and tools, assist existing staff when additional training is needed
Identify training needs and report recommendations to the VP of Information Technology
Other Duties
Please note this position description is not designed to cover or contain all activities, duties or responsibilities that are required of the team member for this position. Duties, responsibilities, and activities may change at any time with or without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Expected Competencies
Demonstrated experience and competency in content management systems and CRM/AMS systems, such as Salesforce, iMIS, Abilify, and similar
Strong understanding of database structures and SQL, T-SQL
Strong analytical and critical thinking skills with experience in database structure and organization
Great communicator with ability and patience to explain technical concepts to non-technical users
Strong attention to detail
Ability to manage multiple tasks independently, meet deadlines and adapt quickly to changing priorities.
Excellent judgement and problem-solving skills
Be proactive
Superior customer service mindset with the ability to respond to staff queries
Understanding the dynamics of a membership or association-style organization
Ability to meet scheduling requirements and maintain reliability in a remote work environment
Intermediate knowledge of Microsoft Office 365 apps, Active Directory/Azure, Endpoint Manager, Defender, and additional productivity apps
Education and Experience
A Bachelor’s degree in Computer Science & Engineering; Computer Science & Engineering Technology; Management Information Systems; Computer Information Systems; Information Systems & Analytics; Computer Engineering; Software Engineering and Computer Science; and other related IT disciplines
Certification in any of the following is a plus: A+, ITIL, Salesforce, iMIS
3-4 years’ experience as an IT Coordinator, Helpdesk Admin, Database Manager or a combination
Strong understanding of IT industry trends, tools, and best practices.
Ideal previous professional experience would include non-profit, association or/and destination organization
Working Hours
Destinations International operates Monday – Friday, 8:30 am – 5:00 pm based on the time zone where the employee resides in however organization communications time in EST. On occasion work or travel will be required outside of business hours including weekends and/or evenings.
Travel Expectations
This role will require up to 25% (15-20 nights per year) travel time and may include international travel. Individuals must have a valid driver’s license, current passport and be able to travel via plane, train or automobile. Travel may include the following: 2 all team retreats, Showcase, Annual Conversation and BizOps Summit.
We are the world's largest and most reliable resource for destination organizations.
DI educates, equips, and empowers our members to grow the success of their destinations and to excel professionally. Membership grants access to a wealth of important industry resources, access to educational opportunities and exclusive benefits.
