IT Manager

Description

The Information Technology (IT) Manager manages the operation, support, maintenance, security, and improvement of the agency’s technology environment across multiple sites. This hands‑on management position is responsible for supervising and developing IT staff, completing technology projects and departmental tasks, coordinating vendors, directly administering core systems, assisting with complex technical tickets, and occasionally handling routine support tickets as needed. The Manager supports agency hardware, software, networks, telecommunications, Microsoft 365, end‑user devices, the Electronic Health Record (EHR), and other business‑critical systems.

The position balances daily service needs with staff management, planned work, preventive maintenance, documentation, and longer‑term improvements, maintaining regular communication and coordination with the Director of Operations.

• Supervise the Senior IT Specialist, IT Specialists, and interns (as applicable), including assigning work, setting expectations, providing coaching and feedback, evaluating performance, and addressing concerns in coordination with the Director of Operations.
• Plan schedules, site coverage, work assignments, and handoffs to support regular agency operations, staff absences, increased demand, and urgent disruptions, including coverage and response for critical issues outside standard service hours.
• Monitor ticket priorities, aging requests, recurring problems, resolution quality, and workload distribution. Follow up on unresolved issues and address service concerns.
• Provide direct assistance with complex tickets, outages, and staffing coverage, and occasionally handle routine tickets as needed while maintaining progress on management responsibilities and planned work.
• Delegate work with clear instructions, training, and appropriate quality checks. Follow up on results and develop staff capabilities and cross‑training to reduce dependence on individual employees.
• Develop and maintain practical performance measures and dashboards for service quality, workload, project progress, and operational controls. Establish reliable baselines and reasonable targets with the Director of Operations, accounting for issue complexity and data quality.
• Keep the Director of Operations informed of progress, significant service issues, resource constraints, and decisions needed; confirm priorities and coordinate changes affecting departmental plans or agency operations.

• Maintain a prioritized plan for IT projects, management tasks, and improvements with the Director of Operations, identifying responsibilities, target dates, dependencies, and resource needs appropriate to the work.
• Confirm project requirements, intended outcomes, affected workflows, and completion criteria with the Director of Operations and appropriate departments. Carry out approved plans through implementation, testing, documentation, staff training, and completion.
• Personally perform technical work, including configuration, administration, deployment, testing, and troubleshooting. Assign appropriate tasks to IT staff and coordinate specialized assistance while retaining accountability for delivery.
• Track assignments and milestones, address obstacles, and identify workload or expertise constraints early. Recommend adjustments to priorities, assignments, timelines, or outside assistance, and verify completed work and ongoing support arrangements.

• Oversee and directly perform administration, configuration, maintenance, and troubleshooting of agency systems, end‑user devices, networks, wireless…