IT Manager

Description Job Summary: 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.

Essential Job Duties and Responsibilities: (Additional duties may be assigned) Leadership and Department 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. Work Planning and Project Delivery 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.

Systems Administration and Technical Improvement Oversee and directly perform administration, configuration, maintenance, and troubleshooting of agency systems, end-user devices, networks, wireless infrastructure, telecommunications, firewalls, and related technology services. Administer and improve Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and Microsoft Entra ID, within approved administrative permissions.

Manage account lifecycle and access processes, including onboarding, role changes, offboarding, group membership, administrative privileges, and licensing. Correct outdated accounts, unnecessary access, and inconsistent configurations through documented review and approval processes. Develop and improve SharePoint sites, permissions, content organization, and collaboration tools with responsible departments to support effective staff use and ongoing maintenance.

Administer applicable Azure resources and services used by the agency, including access, configuration, monitoring, and cost review; coordinate specialized technical assistance when needed. Coordinate technical support and approved changes for the EHR and other business systems with vendors and responsible departments, respecting their ownership of clinical, financial, and administrative workflows.

Establish recurring maintenance and reviews of systems, configurations, software utilization, and recurring technical problems. Implement approved improvements, address overdue work, and verify that corrective actions remain effective. Vendor and Stakeholder Coordination Serve as the primary operational contact for technology vendors, service providers, consultants, and software partners.

Assign technical troubleshooting and implementation tasks to staff as appropriate while retaining responsibility for coordination, follow-through, and renewal planning. Align recommendations and communications that could influence decisions about technology platforms, services, spending, security, or compliance with the Director of Operations before advancing them with other departments or vendors.

Verify supporting requirements, costs, licensing, and contractual obligations, and obtain required approvals before making commitments or implementing changes. Confirm material service details, affected accounts and locations, scope, responsibilities, costs, prerequisites, and proposed changes in writing. Coordinate vendor scheduling, site readiness, implementation, and follow-up.

Before approved cutovers, replacements, or disconnections, verify affected services, dependencies, and readiness; confirm successful operation and resolve outstanding work before closing the project. Review service needs, utilization, and renewal requirements to support purchasing decisions and cost-effective operations.

Communicate service issues, outages, planned changes, and relevant updates clearly to affected staff and leadership. Security, Assets, Documentation, and Operational Standards Implement and maintain approved security controls, including multifactor authentication, least-privilege access, privileged account protection, endpoint and email security, updates, and periodic access reviews.

Coordinate technical response to suspected security incidents and significant outages under agency procedures. Promptly notify the Director of Operations and document actions and unresolved risks. Coordinate with Human Resources and Compliance on technical administration and tracking of approved cybersecurity-awareness and testing activities.

Review scheduled activities and reported gaps, and follow corrective actions through completion. Establish and maintain IT backup, recovery, and continuity procedures and approved supporting solutions for applicable systems; coordinate recovery testing and address identified gaps. Manage equipment lifecycle processes, including inventory, assignment, recovery, replacement planning, secure data removal, and disposal.

Audit equipment allocations, usage, and related records, and address discrepancies or unnecessary resources. Maintain shared project and system records, support procedures, vendor information, and renewal dates so authorized staff can provide coverage and continue work during absences or transitions. Keep administrative-access and recovery information securely controlled.

Carry out IT activities in accordance with applicable laws, regulations, agency policies, and contractual requirements, including HIPAA and 42 CFR Part 2. Coordinate with the Director of Operations, Compliance, and responsible departments on safeguards, audit support, corrective actions, and consistent practices across locations. Supervisory Responsibility: This position directly supervises the Senior IT Specialist, IT Specialists, and interns (as applicable) under the executive oversight of the Director of Operations. The Manager retains responsibility for personnel supervision, scheduling, performance management, departmental priorities, work planning and delivery, and vendor coordination. The Senior IT Specialist maintains an active support workload, serves as the primary internal resource for complex day-to-day technical escalations, mentors technicians, and completes assigned technical and project work. The Manager also participates directly in complex escalations and provides occasional routine ticket support and coverage as needed.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Relevant experience may be considered in place of a degree, either on its own or in combination with other education or certifications. Experience supervising staff, including work allocation, coaching, performance feedback, and accountability.

Demonstrated experience completing IT projects, including direct technical contributions and coordination of staff, vendors, and affected departments. Hands-on experience in IT operations, systems administration, infrastructure, end-user support, and Microsoft 365 administration, including Exchange Online, SharePoint Online, Teams, and identity and access management.

Experience supporting multi-site environments and network operations. Experience coordinating technology vendors and following service issues and implementation work through completion. Experience with ticketing systems, asset management, and technical documentation. Experience supporting regulated healthcare systems or EHR platforms preferred.

Knowledge, Skills, and Abilities Ability to manage people and department operations while remaining technically capable and directly involved in implementation. Strong troubleshooting and problem-solving skills across hardware, software, connectivity, and user access. Ability to organize competing priorities, delegate effectively, recognize resource or expertise gaps, and maintain follow-through.

Ability to interpret service and project information, assess performance fairly, and make practical improvements. Clear written and verbal communication, including the ability to explain technical issues, risks, service impacts, and recommendations to non-technical audiences. Strong customer service, professional judgment, attention to detail, and discretion with sensitive information.

Special Requirements Valid driver’s license required. Regular travel between agency sites, including Oswego, Mexico, Fulton, and Auburn. Ability to work flexible or additional hours as needed and respond to urgent outages or business-critical incidents, including early-morning, evening, or weekend support. Physical and Mental Requirements: Ability to sit, stand, walk, talk, hear, use hands to finger, grasp, handle or feel, reach, crouch, bend, or kneel, and perform repetitive motions of the hands and/or wrists.

Ability to exert up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Environmental Conditions: Work may be performed in a variety of environments, including office, clinical, or outdoor settings, and may involve exposure to standard environmental conditions associated with the role.