IT Technology and Operations Manager

IT Technology and Operations Manager# IT Technology and Operations Manager Hybrid   
• Cockeysville, MD 21030## Overview Salary Range$ - $ Salary/year Position Type Full Time## Description
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* Position Summary:

** American Substance Abuse Professionals (ASAP) is seeking a hands-on IT Technology and Operations Manager to own and execute the IT operations supporting a nationally distributed, primarily remote workforce in a DOT-regulated, HIPAA-sensitive environment. This “working” role requires direct, practical involvement in provisioning, vendor management, security compliance, and application support. The ideal candidate is a self-directed, mid-career IT professional who communicates clearly with non-technical leadership, exercises sound judgment in regulated data contexts, and can own daily and audit-driven IT tasks directly, reducing unnecessary escalation to our Managed Security Service Provider (MSSP).
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* Key Responsibilities:

**** Leadership & Strategy
*** Serve as the primary point of contact for all IT-related matters.
* Develop and implement IT policies, procedures, and best practices.
* Oversee the performance, development, and day-to-day activities of internal IT staff, as applicable.
* Manage MSSP and third-party IT vendor relationships; actively work to reduce MSSP billable hours by building internal capability over time.
* Monitor IT budgets and ensure cost-effective solutions.
** Technical & Operational Support
*** Perform hands-on installation, configuration, and maintenance of hardware (desktops, laptops, servers, printers, and mail equipment).
* Manage company software assets, including licenses, updates, and compliance.
* Own end-to-end employee lifecycle provisioning:
Office 365 user access, VPN setup, laptop imaging/configuration, and shipping readiness for ASAP’s distributed remote workforce.
* Maintain and troubleshoot the organization's VoIP/phone systems.
* Manage IT support tickets, provide prompt resolution or escalation as needed.
* Maintain on-premises file server controls and access permissions; coordinate and execute moves to cloud storage where appropriate.
* Partner with internal product and vendor teams to support ASAP’s heavily customized proprietary application: coordinate test deployments, manage tickets, and assist rollout through dev/test/prod environments.
* Support the organization’s technology innovation strategy, driving initiatives including AI and automation, improving operational efficiency, establishing governance, and implement solutions aligned with business goals while meeting security standards.
** Security & Compliance
*** Conduct regular security audits and risk assessments.
* Monitor and enforce cybersecurity protocols, including antivirus, backups, firewalls, and user access controls.
* Ensure data protection compliance with federal/state laws and company policies (especially relevant to Maryland and federal data regulations).
* Collaborate with IT security vendors and appropriate internal departments to support incoming client security assessment questionnaires and requests.
** Communications & Infrastructure
*** Oversee the configuration, maintenance, and support of the network infrastructure.
* Coordinate with vendors for internet, phone, and other IT-related services.
* Ensure reliability and functionality of communication systems (email, messaging, file sharing, etc.).
* Communicate IT issues, system downtime, and expected restoration timelines to staff in a clear and timely manner.  
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* Working Conditions:

*** Full-time, hybrid position based in the Cockeysville, MD area (10151 York Road). In-office presence required for hands-on provisioning tasks; remote flexibility available consistent with ASAP’s Remote Work Policy.
* May require occasional evening or weekend hours for system maintenance or emergencies.
* Ability to lift up to 40 lbs. when handling equipment.
* ** Work Environment:
** This position is a hybrid position that performs work in-office and occasionally from the assigned home location. The job requires dedicated and uninterrupted time identical to the conditions of working in an office environment.
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