IT Support Supervisor

IT Support Supervisor Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long‑term solutions.

HTM's staff cannot serve people experiencing homelessness if the technology they depend on does not work. Case managers, kitchen teams, program staff, and administrators across dozens of sites rely on functioning networks, devices, and systems every day. When technology fails, the mission slows down. When participant data is exposed, the harm is not recoverable.

The IT Manager owns HTM's technology infrastructure and the security of the data that moves across it. This role works with the agency Managed IT Support Provider (MSP) to set network, system, and security standards; manages the vendor relationships and contracts behind them; owns the access control platform governing who can enter which building and which system; plans and budgets for the organization's technology needs;

and leads the IT team.

The core function of this role is managing assets and risk elimination. Systems are audited on schedule. Security gaps are resolved before they affect operations. Access is granted when someone is hired and removed the day they leave. At HTM, technology infrastructure is the operational backbone of a multi‑site organization serving one of the most vulnerable populations in Los Angeles. The IT Manager is accountable for keeping that backbone strong.

• Coordinate with MSP and vendors to facilitate implementation, remediation efforts and address agency IT needs.
• Supervise IT staff including work assignment, coaching, training, and performance evaluation.
• Prioritize workload across the IT team and ensure service commitments and project deadlines are met.
• Conduct performance evaluations and issue corrective action in coordination with Human Resources.
• Recommend hiring, advancement, compensation, and separation decisions to the Director of Assets and Logistics.
• Review and approve staff timekeeping before payroll deadlines.
• Develop IT staff technical capability through training and structured assignment.

• Responsible for coordination with MSP regarding HTM's network, server, and systems architecture across all locations.
• Set standards for operating systems, security tools, applications, servers, email systems, and endpoint devices across Mac and PC environments.
• Report identified security and network gaps with recommendations for remediation.
• Assess growth needs and ongoing maintenance requirements with department leaders across the organization.
• Oversee and Coordinate with all external technology partners to ensure continuity of operations and integrity of systems.

• Maintain safeguards for systems containing participant and employee data consistent with HIPAA and applicable privacy requirements.
• Oversee user account provisioning, permission levels, and periodic access review.
• Coordinate response to security incidents and suspected data exposure with the Director of Assets and Logistics, Human Resources, and Legal.
• Oversee security awareness training in coordination with Human Resources and Learning and Development.

• Own the access control platform administering employee access across HTM sites.
• Set access control levels based on role, site, and business need. Approve exceptions.
• Oversee video management systems, alarms, and related physical security infrastructure.
• Ensure system access and physical access are provisioned at onboarding and removed at separation within required time frames, in coordination with Human Resources.
• Audit issued keycards and access records on a defined cycle.

• Manage vendor and third‑party service provider relationships, contracts, and service levels.
• Forecast equipment replacement and licensing renewal needs and recommend capital planning to the Director of Assets and Logistics.
• Evaluate and recommend technology purchases against operational requirements and…