IT Manager

Reports to: IT Director

FLSA Status: Full-Time, Salaried-Exempt

Normal Working Hours: Office Hours, 8AM to 5PM, Monday through Friday

The IT Manager is responsible for overseeing the organization's information technology infrastructure, systems, and operations. This role focuses on ensuring the efficient and secure functioning of IT resources, managing the IT team, and technology initiatives. The IT Manager will be instrumental in leveraging Jira Service Management (JSM) to streamline IT service delivery and support.

Strategy and Leadership
• Participate in the develop and implement IT strategies, policies, and procedures in alignment with organizational objectives
• Provide leadership and guidance to the IT team, fostering a high-performance culture and professional growth
• Collaborate with senior management to identify technology needs and opportunities for improvement within the IT department

Service Management
• Ensure efficient operation of the IT service desk, including management of the 3rd party help desk provider
• Implement and maintain ITIL service delivery framework to standardize IT processes, ensuring efficient service management, continuous service improvement, and alignment between IT services and business needs through structured incident response
• Managing internal help desk request while managing escalation and handoffs from 3rd party help desk
• Monitor and improve end user satisfaction through feedback collection via ticket and departmental surveys, analysis of service metrics, and implementation of continuous improvement initiatives based on user feedback loops

Operations Management
• Oversee day-to-day IT operations, ensuring smooth functioning of systems, networks, and infrastructure
• Manage and optimize IT budgets, inventory, and vendor relationships
• Monitor system performance, security, and availability, implementing measures to mitigate risks
• Manage the complete lifecycle of IT equipment including procurement, deployment, maintenance, and secure disposal of hardware assets while maintaining accurate inventory tracking and implementing efficient laptop refresh programs to ensure optimal performance and cost-effectiveness

Project Management
• Lead the planning, execution, and delivery of IT projects, ensuring timely completion within budget and quality standards
• Define project scope, objectives, and deliverables, and manage project risks and issues
• Coordinate stakeholders and external vendors to ensure project success

Governance and Compliance
• Assist in development and enforce IT governance frameworks, policies, and standards
• Ensure compliance with applicable regulations and industry best practices
• Conduct regular audits and assessments to identify areas for improvement
• Foster a culture of data privacy and security awareness across the organization

Vendor Management
• Evaluate, select, and manage relationships with third-party vendors, ensuring service level agreements (SLAs) are met
• Negotiate contracts, pricing, and terms with vendors, seeking cost-effective solutions without compromising quality or security
• Manage the relationship with the 3rd party help desk provider, ensuring high-quality support for end-users

Technology Innovation
• Stay updated with technology trends and industry developments
• Assess potential impacts of new technologies for the organization
• Recommend and implement innovative solutions to improve IT operations and user productivity

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 5+ years of experience in IT management roles
• Strong technical background in systems administration, network infrastructure, and cybersecurity
• Proven experience in project management and delivery of complex IT projects
• In-depth knowledge of IT governance, risk management, and compliance frameworks
• Proficiency in using ITSM software for IT service management processes
• Experience working with or managing 3rd party help desk providers
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• ITIL certification preferred