Manager, Information Technology

Department: Information Technology

Position: Manager of Information Technology

Exemption Status: Exempt

Reporting Relationship: Director of Information Systems

Direct Reports: IT Systems Administrators, Network Architects, Network Administrators, and Desktop Support Supervisor

Work Environment: Office-Environments

• Teamwork:
  Collaborates effectively across departments.
• Belonging:
  Creates an environment where all individuals feel respected and valued.
• Compassion:
  Demonstrates empathy and professionalism in all interactions.
• Resilience:
  Adapts positively to changing priorities and challenges.
• Stewardship:
  Uses organizational resources responsibly.
• Quality:
  Delivers accurate, reliable, and high-quality work.
• Value:
  Identifies opportunities to improve efficiency and outcomes.

The Manager of Information Technology provides leadership and operational oversight for the organization's Information Technology infrastructure and support functions. This position leads the Systems, Network Administration, Architecture, and Desktop Support teams and is accountable for reliable infrastructure operations, responsive technical support, effective team performance, and consistent delivery of technology services across organizational locations.

The Manager oversees servers, storage, network infrastructure, cybersecurity-related infrastructure activities, end-user technology services, monitoring, access-management processes, technology assets, endpoint configuration, imaging, vendors, and technology lifecycle activities. The position develops and improves technical processes and service expectations, oversees infrastructure programs and projects, evaluates technology solutions, and coordinates technology initiatives with internal business partners and stakeholders.

• Lead, direct, coach, mentor, and develop the Systems, Network Administration, Architecture, and Desktop Support teams, including employees supporting remote organizational locations.
• Establish clear performance, service, technical, conduct, and accountability expectations and ensure team members understand organizational and departmental priorities.
• Manage employee performance through regular feedback, coaching, development planning, performance evaluation, and appropriate follow-up on performance or conduct concerns.
• Coordinate staffing, workload, team resources, coverage, priorities, and development needs across multiple Information Technology functions.
• Promote cross-functional collaboration, knowledge sharing, technical development, succession readiness, and consistent service practices across Information Technology teams.

• Oversee the availability, performance, reliability, monitoring, maintenance, and support of the organization's technology infrastructure and end-user technology services.
• Provide operational oversight for servers, storage area networks, network infrastructure, virtual environments, access-control systems, phone systems, VPN connectivity, cybersecurity-related infrastructure, endpoint technologies, and related platforms.
• Establish and monitor service expectations, operational performance measures, incident and escalation trends, and team performance and initiate corrective or improvement actions when needed.
• Ensure infrastructure and support services are proactively monitored and managed to identify performance, availability, capacity, security, or service concerns before they significantly affect organizational operations.

• Serve as the final Information Technology escalation point within assigned authority for complex issues involving servers, networks, cybersecurity, VPN connectivity, infrastructure, endpoints, and related technology services.
• Direct and coordinate investigation and resolution of significant or complex technology incidents, engaging appropriate technical teams, vendors, business partners, and leadership based on impact and risk.
• Review recurring incidents, service issues, and technical problems and ensure appropriate root-cause analysis, corrective action, documentation, and process improvement occur.

• Develop, monitor, coordinate, and evaluate infrastructure programs and projects and ensure technology initiatives support organizational requirements and established priorities.
• Evaluate and recommend hardware, software, infrastructure,…