IT Manager

As a team, the mission of Lifeworks is to provide advocacy, empowerment, and opportunity to those that we serve. As a member of our team, we are all here to support you as we provide creative opportunities and services to adults with developmental and intellectual disabilities. Lifeworks isn't just a job; it is an opportunity for a fulfilling career with a purpose.

We offer competitive pay & excellent benefits in a rewarding and supportive environment.

Lifeworks is hiring a full time IT Manager to work with Individuals with /DD. We are a nonprofit human service agency that provides adults with developmental disabilities the opportunity to live engaged and meaningful lives. Under the direction of the Chief Financial Officer, the Information Technology Manager is responsible for the day-to-day operation, security, and strategic direction of technology across the agency, supporting approximately 450 users at more than 20 locations.

The Manager supervises and develops the IT Support Staff and serves as the agency’s principal technical resource and escalation point. A central objective of this position is to progressively transition network, system, and Microsoft 365 administration currently performed by the agency’s outsourced information technology provider to internal staff, reducing the agency’s reliance on and expenditures with that provider while maintaining or improving service quality, availability, and security.

This is a working management position; the Manager is expected to perform hands-on technical work in addition to supervisory and planning duties. The Manager provides technology oversight for the agency electronic health record, payroll, and other third-party software systems, and leads the review, approval, and secure deployment of artificial intelligence tools across the agency. The Manager partners with Operations and the healthcare side of the agency to maintain and attest to the security of protected health information in accordance with the HIPAA Security Rule.

Complies with all principles of Human Rights, D.P.P.C., the Department of Developmental Services, the Division of Medical Assistance, and all other applicable funding regulations as adhered to by Lifeworks

Directly supervises one IT Support Staff position. Carries out supervisory responsibilities in accordance with agency policies and applicable law, including training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems; and participating in interviewing and hiring. Also directs the work of contracted technology vendors and consultants.

• Supervises the IT Support Staff position, including assignment of work, setting of priorities, performance evaluation, and day-to-day coaching.
• Develops and executes a structured training plan that advances support staff from basic end user support toward independent administration of servers, network devices, and Microsoft 365 services.
• Documents systems, configurations, and recurring procedures so that agency knowledge resides with Lifeworks rather than with an outside provider or a single individual.
• Selects, implements, and administers an information technology ticketing system; establishes service standards, ticket handling practices, and escalation paths; and reports on service volume, response time, and performance to the Chief Financial Officer and senior leadership.
• Serves as the agency’s subject matter expert on technology and advises senior leadership in clear, non-technical terms.

• Manages the relationship with the agency’s outsourced information technology provider, including scope, service levels, ticket escalation,…