Information Technology Manager

POSITION SUMMARY: The Information Technology Manager is responsible for the day-to-day management of the Desktop Support and Systems Administration teams, ensuring the delivery of reliable, secure, and responsive technology services throughout the organization. This role oversees IT operations, coordinates staff activities, monitors service delivery, and supports infrastructure initiatives under the direction of the Director of Technology Operations. 

The Information Technology Manager serves as the operational leader for end-user support and core infrastructure services, providing technical guidance, coaching team members, and promoting exceptional customer service while maintaining system availability and operational efficiency. 

FLSA Classification:  Exempt EEO Classification:   First/Mid Officials & Managers 

Essential Functions 

Team Leadership 

• Supervise Desktop Support Analysts and Systems Administrators. 

• Assign, prioritize, and monitor daily work activities. 

• Conduct one-on-one meetings, performance evaluations, and coaching sessions. 

• Assist with employee development, training, and onboarding. 

• Foster a collaborative, customer-focused work environment. 

IT Operations 

• Oversee daily IT operations to ensure timely resolution of incidents and service requests. 

• Monitor ticket queues, service levels, and workload distribution. 

• Escalate complex issues as appropriate. 

• Ensure compliance with established IT policies, procedures, and standards. 

• Coordinate after-hours support and maintenance activities when required. 

Desktop Support 

• Oversee workstation deployment, replacement, and lifecycle management. 

• Ensure operating systems and applications are properly maintained. 

• Monitor endpoint security, patch compliance, and software deployments. 

• Improve desktop support processes and documentation. 

Systems Administration 

• Coordinate administration of Windows servers, Active Directory, Microsoft 365, Microsoft Entra ID, file services, virtualization, backups, and related infrastructure. 

• Work with Systems Administrators to maintain system performance and availability. 

• Assist with infrastructure upgrades and maintenance activities. 

Customer Service 

• Promote a high level of customer satisfaction across all IT services. 

• Work with departments to understand operational technology needs. 

• Communicate planned maintenance, outages, and project updates. 

• Resolve escalated customer concerns in a timely manner. 

Projects 

• Participate in infrastructure and technology projects. 

• Coordinate departmental resources for system implementations and upgrades. 

• Track project tasks and milestones assigned to the operations team. 

• Assist the Director of Technology Operations with project planning and execution. 

Documentation and Process Improvement 

• Maintain operational documentation, procedures, and technical standards. 

• Identify opportunities to improve efficiency through process improvements and automation. 

• Ensure technical documentation remains current and accurate. 

Qualifications  

• Strong leadership and team management skills. 

• Excellent organizational and problem-solving abilities. 

• Strong customer service and communication skills. 

• Ability to prioritize multiple tasks in a fast-paced environment. 

• Knowledge of desktop, server, and network technologies. 

• Ability to develop and maintain technical documentation. 

• Strong troubleshooting and analytical skills. 

• Commitment to continuous improvement and operational excellence. 

Job Requirements  

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent work experience. 

• Five (5) years of progressively responsible IT support or infrastructure experience. 

• Two (2) years of experience leading or supervising technical staff. 

• Experience supporting Microsoft Windows environments and Microsoft 365. 

• Experience managing desktop support operations and enterprise infrastructure support. 

Job Preferences  

Experience with: 

• Microsoft 365 Administration 

• Microsoft Entra ID 

• Active Directory 

• Windows Server 

• VMware 

• Microsoft Intune or similar endpoint management platforms 

• PowerShell 

• IT service management platforms such as FreshService or ServiceNow 

• Healthcare or nonprofit organizations 

Physical Demands and Work Environment  

• Primarily office-based with occasional travel between organizational locations. 

• May be required to work evenings or weekends during scheduled maintenance or emergency situations. 

• Ability to lift and move computer equipment weighing up to 40 pounds. 

Supervisory Responsibility  

• This position has direct staff supervisory responsibilities.