The Trustees of Reservations

Operations

• Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner.
• Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures.
• Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times.
• Maintain central office and satellite location networks
• Manage and coach IT Technician/s on the team
• Oversee Asset Management across the organization
• Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner.
• Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention.
• Maintain clear and effective communication with end users, ensuring they are informed throughout the support process.
• Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently.
• Identify recurring technical issues and work with other IT teams to find long-term solutions.
• Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures.
• Track and report on common support issues and escalate problems to appropriate departments when necessary.
• Proactively monitor and identify potential IT problems before they impact users.
• Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics.
• Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs.
• Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience.
• Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures.
• Stay up to date with industry trends and best practices in IT support and helpdesk management.

IT Operations Manager

Director

• Lead the implementation and daily management of the campaign, guiding all phases from leadership and major gifts stages through public launch to successful completion.
• Foster a disciplined, goal-oriented campaign environment with clear benchmarks and accountability.
• Develop and execute tailored cultivation and solicitation strategies for individual donors, foundations, and other key stakeholders.
• Establish solicitation priorities and support staff, Board members, and volunteers in donor engagement and solicitations.
• Oversee prospect research and develop detailed donor profiles and solicitation strategies.
• Manage a comprehensive donor pipeline and lead regular review meetings with frontline fundraisers to ensure consistent progress.
• Maintain key campaign tools, including an annotated table of gifts, a catalog of recognition opportunities, and a list of funding priorities.
• Provide timely campaign updates, performance metrics, and strategic analysis to the Campaign Committee, Board of Directors, and Executive Leadership, in partnership with Director of Development Operations.
• Collaborate on donor stewardship and communications, drafting letters, emails, briefings, and campaign materials.
• Oversee creation and production of campaign print and digital collateral with Chief Development Officer and Chief Marketing Officer.
• Plan and execute campaign cultivation and recognition events with Director of Development and Governance Events.
• Contribute to leadership of Development team and foster organization-wide culture of philanthropy.
• Perform additional responsibilities as assigned by the Chief Development Officer.
• This is a full-time, exempt five-year position reporting directly to Chief Development Officer.

Campaign Director

Program Manager

• Launch and build the Urban Outdoors initiative combining conservation, community building, and climate resilience in Massachusetts’ urban neighborhoods
• Collaboratively establish programs and partnerships, represent The Trustees in community spaces, and lay groundwork for trust-based engagement
• Coordinate management and delivery of Urban Outdoors programs, events, and engagement activities; handle timelines, logistics, and communications across teams and external collaborators
• Facilitate planning meetings and working groups, support community listening sessions, and steward shared decision-making
• Provide limited technical assistance to community partners to translate conservation goals into community-informed priorities and pilot efforts
• Cultivate and sustain relationships with community partners, residents, grassroots organizations, and local leaders for inclusive planning and co-design
• Track and manage program deliverables and project timelines; support operational follow-through and reporting on milestones
• Represent The Trustees in public/community settings including meetings, convenings, tabling events, and speaking engagements
• Contribute to learning and evaluation by tracking participation data, capturing stakeholder feedback, and measuring program outcomes
• Identify gaps and barriers to nature access in urban communities and help develop responsive solutions through cross-functional coordination
• Collaborate across departments to ensure programs and events reflect equity, accessibility, and cultural relevance
• Report to the Regional Vice President for Boston & Urban Outdoors and work closely with Boston team and statewide colleagues; frequent evening and weekend work required

IT Operations Manager

Campaign Director

Program Manager, Urban Outdoors