Manager Technology Solutions

Job Summary

Under the guidance of the Director, the Manager Technology Solutions is responsible for management of projects related to the Technology Solutions team and the agency Technology roadmap. Projects may include connectivity, office moves, security access control components, web development, audio/video events, social networking and other tools. As a member of the Technology Solutions management team, this position oversees a team of technical staff who implement solutions to ensure efficient deployment of resources that adhere to budget, schedule and scope of project. Participation in the execution of the Hillside Technology Roadmap under the direction of the Director of Technology Solutions is critical to this role.

This is a full-time (40 hours) position on a Monday - Friday, 8:00am-5:00pm schedule, based at our 1 Mustard St office building in Rochester, NY.

Essential Job functions

• Provide direct leadership, mentoring and supervision of Technology Support Specialists to ensure the execution of support services including projects and tier 2 support. Performance progress evaluated based on individual and team goals as outlined in performance appraisals and professional development plans.

• Meet with stakeholders to identify and establish project parameters and deliverables in alignment with Technology standards, replication and guidelines of established protocols. 

• Lead project implementation efforts related to approved project that includes technology components. This can include any approved or scoped technology solution under the direction of the Director of Technology Solutions. Projects may include: connectivity, voice, TV, document management (copier, fax, scan), building security controls, web solutions, hardware/software solutions, conference room and event audio/video. 

• Establish project plans, coordinate resources, track expenses, implement testing matrix, and where applicable, supervise external consultants. Manage service support relationship with external vendors. Identify, analyze, mitigate and proactively respond to project, financial and operational risks.

• Mentor and direct user support staff including software and hardware troubleshooting. Ensure team members are trained and coached on effective methods to research, troubleshoot, and deliver solutions, as well as have access to current products and/or technical updates.   

• Ensure on-time completion of all assignments and projects including ensuring deliverables meet solution and services as identified in the project plan. Identify goals and workflow expectations for technology project team to execute.

• Contact external vendors for service support in accordance with established protocols.

• Participate with other members of Technology team to ensure effective execution of the Technology strategy.

• Attend project or event meetings that require Technology support and assistance.

• Develop Technology relationships through customer engagement activities.

• While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.

LEADERSHIP Duties

• Leadership: Communicates, supports and links Hillside mission, vision, values, goals, and strategies to everyday work and establishes clear, meaningful, challenging, and attainable objectives and expectations that are aligned with those of the organization.

• Management: Aligns the right work with the right people; delegates tasks according to people’s strengths and interests. Ensures staff has the skills and resources to be successful. Provide staff with coaching, training and opportunities for growth to improve their skills. Treats staff fairly and consistently. Shares accountability when delegating and involves staff in setting their performance goals.

• Governance: Ensures Hillside policies, procedures and all applicable governmental laws/regulations/guidelines are followed. Makes decisions and has authority to implement decisions in conjunction with the leadership structure of the given area of responsibility. 

Education & Experience

• Bachelor’s degree in Computer Science or related field, or an equivalent amount of education and experience

• Minimum of 3 years of experience (5 years preferred) in Technology Services or Project Management, or an equivalent amount of education and experience

• Minimum 3 years of supervisory experience required

Special Requirements

• Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.

Knowledge, Skills & Abilities

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships, Optimizes Decision Making, Builds Talent and Engagement, Manages Change, Fosters Accountability and Results, the following occupational competencies must be demonstrated:

• Ability to ensure the security protocols are followed at all times. Accountable for maintaining the highest level of trust and integrity regarding storage and access to confidential data and security systems. 

• Ability to prioritize requests, identify support solution and motivate team to ensure effective and responsive delivery of services. Strong interpersonal and facilitation skills; ability to forge consensus among competing constituents on critical and time sensitive issues.

• Ability to balance policy/procedures with the need to provide exceptional customer service. Ability to listen to customer’s request and create a solution that supports the immediate needs and also supports the agency’s strategic intent. Ability to organize tasks and projects to ensure accurate information is captured and maintained.

• Ability to manage multiple projects concurrently and identify opportunities to mitigate roadblocks that may hinder project success or completion on-time.

• Ability to translate complex situations into simple, meaningful explanations that others can grasp.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The following physical demands are required:

  • Frequent sitting (up to 6 hours)

  • Occasional standing (up to 1 hour)

  • Occasional walking (up to 30 minutes)

  • Occasional driving (up to 4 hours)

  • Continuous balancing (up to 5.5 hours)

  • Occasional bending, stooping, climbing, crawling, crouching, kneeling, pushing, pulling, reaching forward or down, reaching overhead, and twisting (up to 2.5 hours)

  • Occasional lifting up to 50 lbs., 5-20 lbs. daily

  • Bi-monthly carrying up to 50 lbs., 21-50 lbs. daily

• Manual dexterity is required, including the frequent ability to grasp in both hands (approximately 2.5-5.5 hrs.) and continuous use of fine manipulation skills in both hands (approximately 5.5-8 hrs.)

• Occasional exposure to temperature changes, dust, fumes, gases or chemicals is apparent 

• Protective clothing or equipment as required: close toed shoes; protective shields, or universal precaution PPE 

• Ability to change positions as needed

$77,000 Minimum pay rate, $120,000 Maximum pay rate, based on experience. 

At Hillside, we believe that healthy youth and strong families with opportunities to succeed are the foundation of any thriving community. Guided by this belief, we provide community-based services, education, and residential treatment to positively impact lives, in partnership with youth and families who have experienced trauma. From locations across Central & Western New York and Prince George’s County, Maryland, our programs serve nearly 10,000 youth, adults, and families each year.

Partnering with families and communities, we deliver high-quality, evidence-based services, in the appropriate settings — whether on residential campuses or in schools, homes, or the workplace. By measuring the impact of our work, we endeavor to deliver ever better outcomes every day.

Equal Opportunity Employer: Hillside is committed to equal opportunities for all, supporting a diverse workforce, creating development opportunities for our people. Hillside is an equal opportunity employer; individuals from underrepresented and/or marginalized identities, Veterans, and disabled persons are encouraged to apply. Upon request, reasonable accommodations will be provided for the disabled.

Total Rewards: We offer a competitive benefits package to include generous paid time off, paid holidays, comprehensive medical, dental and vision coverage, flexible spending account, 403(b) retirement savings plan with employer match, and Employee Assistance Plan – just to name a few of the amazing benefits at Hillside! World changers and change makers join our talent community every day. Apply online, get on board, and grow your career with us!