IT Manager

Position Summary

The Manager of IT Support Services provides leadership and oversight of the IT Support Services team and third-party service providers responsible for supporting Children’s Aid technology. This role manages the day‑to‑day activities of the IT Support Services function, ensuring service levels are consistently met or exceeded while continuously evaluating processes, systems, and workflows to improve the effectiveness, quality, and efficiency of technology support services.

$130,000/year - $140,000/year

Working closely with IT leadership and key business stakeholders, the Manager of IT Support Services helps ensure appropriate support for existing and modern technology solutions while fostering solid professional relationships across the organization. The role promotes a culture of exceptional customer service, continuous improvement, collaboration, and operational excellence.

Reporting to the Director of Business Applications, this role is accountable for IT support operations, service delivery, staff leadership, vendor management, and continuous service improvement in alignment with Children’s Aid’s mission, values, and operational priorities.

To help children in poverty to succeed and thrive. We do this by providing comprehensive support to children and their families in targeted high‑needs New York City neighborhoods. Children’s Aid annually serves children and their families at over forty sites in New York, as well as through three national program models. Children’s Aid is concentrating its efforts on creating cradle‑through‑college pathways in high‑need neighborhoods, with a focus on children’s health, family stability, education, and social and emotional development.

We put children, youth, and families first:
We listen to and incorporate the voices of children, youth, and families in all that we do.

We seek equity and transformation in our communities:
We courageously work within and outside systems to create opportunities for children, youth, and families.

We strive for excellence:
We hold ourselves to the highest standards and are committed to continuous learning and improvement.

We are powered by collaboration:
Our work is stronger when we trust, partner, and respect each other and the communities we serve.

We are driven by compassion:
We lead with kindness, care, and empathy and believe in the endless potential of the people we serve and our team.

• Lead the daily operations of the IT Support Services team, including oversight of third‑party service providers supporting Children’s Aid technology.
• Ensure IT Support team meets or exceeds service level agreements (SLAs) and provide regular reporting on key performance metrics and service attainment.
• Manage operational and business functions including customer service, liaison activities, and system and network inventory management, IT project coordination, communications, and staff oversight within the context of network and system support.
• Performs other duties as assigned.

• Foster a customer‑focused environment that emphasizes responsiveness, accountability, and continuous improvement.
• Promote awareness of emerging business needs and technology developments that enhance organizational effectiveness.
• Contribute to a high performing, collaborative team through effective communication, partnership, and shared accountability.

• Supervise, coach, and develop IT Support Services staff while fostering an environment that encourages professional growth, engagement, and retention.
• Provide technical guidance, career development support, and meaningful performance feedback that aligns individual growth with departmental and organizational goals.
• Oversee day‑to‑day work assignments, establish performance expectations, and complete performance evaluations and goal‑setting activities.
• Create an environment that supports innovation, continuous learning, and the adoption of modern technologies.

• Partner with IT leadership to…