IT Site Operations Manager

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state. 

At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.
 

The IT Site Operations Manager reports to the Director of IT Operations and Security and is responsible for the reliable operation, maintenance and advancement of computer systems, cloud services, and network connectivity across all YMCA sites. In addition to hands-on systems administration, this position manages a team of site support professionals (staff, contractors and interns) to deliver high-quality technical support and customer service.  Additionally, the incumbent will support the Direct of IT Operations and Security in monitoring cybersecurity alerts, performing initial investigation and mitigation, and ensuring secure operations across all sites.
 

• Understand current and emerging business needs across YMCA locations and translate them into support and service delivery priorities.
• Maintain full awareness of deployed systems, operational dependencies, and support team capabilities.
• Participate in capacity planning and development of long-term service delivery strategies and infrastructure roadmaps.
• Identify opportunities to upgrade technology to improve service, contain/reduce cost and support long-term goals
• Partner with IT leadership to ensure secure, reliable, secure, and consistent operation of systems, networks, and end-user environments.
• Partner with the Engineering team to ensure new solutions are engineered and tested to ensure minimal impact on the constituency during implementation and ongoing maintenance.
• Monitor industry trends, emerging risks, and evolving support practices, advising leadership on improvements.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
• Alert management to emerging trends in incidents.

• Lead or support the acquisition, installation, upgrade and maintenance of infrastructure, end-user hardware, and site technology solutions.
• Coordinate with server, network, application and database teams to ensure systems integrate seamlessly across environments.
• Deploy hardware and software using automated provisioning tools and standardized processes.
• Support software releases and rollouts in alignment with change management best practices.
• Ensure security controls, patching, configuration baselines and endpoint protection solutions are consistently deployed across all supported systems.
• Track project progress, escalate risks and ensure deliverables meet timelines, budgets and quality standards.

• Oversee daily field service and site support operations across multiple locations to ensure timely incident resolution and high customer satisfaction.
• Manage system and application availability, end-user connectivity, IAM provisioning, and compliance with security and regulatory standards.
• Monitor and troubleshoot systems, perform root cause analysis, and implement corrective and preventive actions.
• Ensure data integrity, backups, and security for all enterprise systems and services.
• Maintain SLAs, service quality metrics and documentation to ensure consistent delivery.
• Monitor endpoint and infrastructure security alerts, triage issues and escalate threats in accordance with security protocols.
• Perform initial investigation on detected vulnerabilities, attempted intrusions or suspicious activity and implement immediate containment actions.
• Coordinate with vendors, managed service partners and site leaders to maintain high service performance.

• Lead and develop a small team of site support engineers, contractors and interns, providing coaching, mentoring and performance management.
• Manage staff scheduling, resource allocation and workload balancing across locations.
• Establish a high-performance, customer-focused culture centered on responsiveness, professionalism and accountability.
• Train and guide site support staff on cybersecurity best practices, safe handling of sensitive data, and proper response to potential incidents.
• Oversee onboarding, training and ongoing professional development of support staff.
• Collaborate with IT teams to align field support with enterprise system strategies.
• Participate in staffing decisions, vendor oversight and contractor engagement as needed.

• Associate’s degree in computer science, Information Systems or equivalent field experience required; Bachelor’s degree preferred.
• 3+ years of systems administration, field support or related technical experience.
• 1+ years of experience managing technical staff or contractors or support teams.
• Experience supporting a multi-site, hybrid cloud, multi-vendor technology environment.

• Expertise in Microsoft enterprise technologies: Windows Server, Active Directory, Azure, Office 365, SharePoint.
• Knowledge of IAM tools (e.g., Azure AD, Okta, identity lifecycle).
• Strong understanding of networking, workstation connectivity, cloud apps, and endpoint management.
• Familiarity with ITIL/ITSM practices and service management tools.

• Exceptional problem-solving and analytical skills with strong attention to detail.
• Customer-service orientation with excellent interpersonal and communication abilities.
• Ability to work independently, lead teams and drive initiatives forward with limited supervision.
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
• Knowledge of the YMCA Movement required.

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

Employment Requirement: 

• Ability to pass a pre-employment background check including Criminal Record check, Drug Screening, motor vehicle record (MVR) and reference check according to company policy.

• Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for like minded people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.

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