IT Operations Manager

PURPOSE OF POSITION

This position supports the work of the Y, a leading nonprofit committed to strengthening community YMCA’s core technology environment. The Manager, IT Operations ensures that technology works the way staff expect it to—stable, well-supported, documented, and continuously improved—so that employees can focus on delivering outstanding programs and services to members and families. This role is essential in maturing processes, improving response times, maintaining software systems, supporting hardware across 150+ sites, and building a high‑performing, customer‑focused IT support culture.

• Lead, mentor, and manage the systems & support team, ensuring clear roles, expectations, and performance standards.
• Oversee daily IT operations including device support, application support, endpoint management, software administration, and system maintenance.
• Build and maintain standard operating procedures, documentation, user guides, and training materials.
• Implement repeatable processes for onboarding/offboarding, asset management, device configuration, and software deployments.
• Participate in annual IT budgeting and forecasting for devices, licensing, and operational tools.

• Manage the administration and upkeep of core business systems (childcare, membership, HR finance, scheduling, digital signage, printers, etc.).
• Own workstation, mobile device, and systems operations (excluding networking infrastructure).
• Oversee patching, updates, system health checks, and general technology hygiene.
• Ensure smooth day‑to‑day operation of Microsoft 365, Zoom Phone/Contact Center, and other enterprise platforms.

• Oversee the Help Desk to provide timely, effective support for staff across all branches, childcare sites, and administrative offices.
• Develop and track SLAs, response metrics, satisfaction scores, & continuous improvement plans.
• Serve as point of escalation for complex technical issues & ensure consistent communication with end users and program leaders.

• Collaborate with the app, data, and UX teams to ensure new features are operationally ready properly supported, documented, and understood by end users.
• Work closely with the Lead Network Engineer on dependencies involving connectivity and site readiness.
• Act as liaison between IT and program leadership, translating operational needs into technical solutions.
• Governance & Compliance
• Maintain IT operational compliance (software licensing, device tracking, change management).
• Support internal controls and risk mitigation activities in collaboration with the SVP of IT and the Information Security function.
• Maintain and enforce configuration standards for devices and applications.

Mission Advancement:
Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration:

Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness:
Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high‑value experience for members.

Personal Growth:
Pursues self‑development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the…