About this role
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
Core Values
- 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.
Position Summary
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.
Essential Duties and Responsibilities
IT Leadership and People Management
- 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.
Infrastructure Operations and Service Delivery
- 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.
Technical Escalation and Problem Resolution
- 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.
Programs, Projects, and Technology Lifecycle
- 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, and technology solutions, including acquisitions, replacements, upgrades, lifecycle activities, and standardization opportunities.
- Manage technology lifecycle requirements and coordinate infrastructure and endpoint replacements, upgrades, deployments, and related operational transitions.
- Collaborate with business partners, stakeholders, technical teams, and vendors to coordinate special projects, technology initiatives, implementation requirements, dependencies, risks, and operational readiness.
Process, Vendor, Asset, and Technology Governance
- Develop, document, implement, maintain, and improve Information Technology processes and procedures that support consistent, controlled, secure, and sustainable technology services.
- Provide oversight for technology asset management, access-management processes, computer imaging, standard image management, endpoint configuration, monitoring practices, and related technology-support processes.
- Manage vendor relationships, service expectations, technical standards, and assigned technology resources and recommend changes when performance, risk, lifecycle, or organizational needs warrant action.
- Protect the confidentiality, integrity, availability, and appropriate use of organizational technology and information; support organizational quality and patient-care objectives; and perform other job-related duties as assigned.
Success Indicators / Key Performance Metrics
Success in this role may be measured by:
- Infrastructure availability, performance, and reliability.
- Infrastructure monitoring results.
- Service-level performance measures.
- Team performance and service reporting.
- Incident and escalation trends.
- Resolution and follow-through on complex technical issues.
- Infrastructure program and project progress.
- Successful project implementation and operational transition.
- Technology asset and lifecycle status.
- Endpoint imaging and configuration consistency.
- Access-change process performance.
- Vendor performance against established service expectations.
- Completion and effectiveness of documented process improvements.
- Quality and consistency of technical procedures and standards.
Top performers consistently maintain reliable infrastructure operations and responsive technical support, develop high-performing technical teams, ensure complex issues are resolved timely and appropriately, proactively address infrastructure and service risks, manage vendors and technology lifecycles effectively, maintain disciplined and sustainable processes, successfully coordinate technology initiatives, and ensure technology services remain aligned with organizational operations and patient-care needs.
Qualifications
Required Qualifications
Education
- Bachelors degree in Computer Science, Information Technology, or a related field; OR Certified in two (2) or more of the following with a technical program diploma in Networking: Network+, CCNA, Security+, FCP, ACNT, Palo Alto Professional.
Experience
- Minimum of five years of progressive leadership or management experience overseeing Information Technology teams, operations, or related functions.
- Minimum of ten years of experience in systems administration, network administration, or comparable infrastructure roles.
- Demonstrated experience leading multiple Information Technology teams, including staff supporting remote locations.
- Demonstrated experience defining service expectations and monitoring team performance.
- Experience managing technology vendors, assets, standards, and lifecycle practices.
- Experience overseeing infrastructure and endpoint technologies.
- Experience improving access, endpoint, imaging, support, and technical processes.
- Experience coordinating infrastructure programs, projects, and technology initiatives.
Certifications/Licensure
- CompTIA A+ and Network+ certification or comparable demonstrated technical qualification.
Technical Skills
- Enterprise Information Technology operations.
- Windows server environments.
- Storage area networks.
- Network infrastructure.
- Virtual environments.
- Cybersecurity concepts and infrastructure practices.
- VPN connectivity.
- Access-control systems.
- Phone systems.
- End-user devices and technologies.
- Network and infrastructure monitoring systems.
- Proactive infrastructure monitoring.
- Technology asset management.
- Technology lifecycle management.
- Computer imaging and standard-image management.
- Endpoint configuration and management.
- Access-management processes.
Preferred Qualifications
- Microsoft certification.
- VMware certification.
- Cisco certification.
- Fortinet or Palo Alto certification.
- CompTIA Security+ certification.
- Other comparable Information Technology industry certifications.
- Leadership or management training or certification.
- Service-management training or certification.
- Project-management training or certification.
- Endpoint-management training or certification.
- Information-security training or certification.
Working Conditions / ADA Requirements
- Ability to lift and move technology equipment weighing up to 25 pounds.
- Ability to sit and work at a computer for extended periods while maintaining sustained attention to detail.
- Work is performed in enterprise network, infrastructure, office, and technology-support environments.
- Travel between organizational locations may be required.
- Work outside normal business hours may be required for planned infrastructure changes, outages, maintenance, or emergent events.
- Serves as an escalation point of contact after normal business hours.
- Regular interaction with distributed Information Technology teams, remote sites, internal stakeholders, and vendors