PURPOSE OF POSITION: and#10;The purpose of this role is to provide operational leadership, structure, and consistency for the YMCA's and#10;core technology environment. The Manager, IT Operations ensures that technology works the way staff and#10;expect it to-stable, well-supported, documented, and continuously improved-so that employees can and#10;focus on delivering outstanding programs and services to members and families. This role is essential in and#10;maturing processes, improving response times, maintaining software systems, supporting hardware and#10;across 150+ sites, and building a high-performing, customer-focused IT support culture. and#10;This position supports the work of the Y, a leading nonprofit committed to strengthening community and#10;through youth development, healthy living and social responsibility. and#10;ESSENTIAL FUNCTIONS: and#10;Operational Leadership and Management and#10;and#61623; Lead, mentor, and manage the systems and support team, ensuring clear roles, expectations, and and#10;performance standards. and#10;and#61623; Oversee daily IT operations including device support, application support, endpoint management, and#10;software administration, and system maintenance. and#10;and#61623; Build and maintain standard operating procedures, documentation, user guides, and training and#10;materials. and#10;and#61623; Implement repeatable processes for onboarding/offboarding, asset management, device and#10;configuration, and software deployments. and#10;and#61623; Participate in annual IT budgeting and forecasting for devices, licensing, and operational tools. and#10;Systems and Application Support and#10;The Y: We're for youth development, healthy living, and social responsibility. and#10;and#61623; Manage the administration and upkeep of core business systems (childcare, membership, HR, and#10;finance, scheduling, digital signage, printers, etc.). and#10;and#61623; Own workstation, mobile device, and systems operations (excluding networking infrastructure). and#10;and#61623; Oversee patching, updates, system health checks, and general technology hygiene. and#10;and#61623; Ensure smooth day-to-day operation of Microsoft 365, Zoom Phone/Contact Center, and other and#10;enterprise platforms. and#10;Service Desk and End-User Support and#10;and#61623; Oversee the Help Desk to provide timely, effective support for staff across all branches, childcare and#10;sites, and administrative offices. and#10;and#61623; Develop and track SLAs, response metrics, satisfaction scores, and continuous improvement plans. and#10;and#61623; Serve as point of escalation for complex technical issues and ensure consistent communication with and#10;end users and program leaders. and#10;Collaboration and Cross-Functional Support and#10;and#61623; Collaborate with the app, data, and UX teams to ensure new features are operationally and#10;ready-properly supported, documented, and understood by end users. and#10;and#61623; Work closely with the Lead Network Engineer on dependencies involving connectivity and site and#10;readiness. and#10;and#61623; Act as liaison between IT and program leadership, translating operational needs into technical and#10;solutions. and#10;Governance and Compliance and#10;and#61623; Maintain IT operational compliance (software licensing, device tracking, change management). and#10;and#61623; Support internal controls and risk mitigation activities in collaboration with the SVP of IT and the and#10;Information Security function. and#10;and#61623; Maintain and enforce configuration standards for devices and applications. and#10;YMCA LEADERSHIP COMPETENCIES: and#10;Mission Advancement: Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill and#10;community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising. and#10;Collaboration: Works effectively with people of different backgrounds, abilities, opinions, andperceptions. Builds and#10;rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in and#10;challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist and#10;in developing others. and#10;Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces and#10;new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans and#10;work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial and#10;irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members. and#10;Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and and#10;seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how and#10;they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best and#10;practices and demonstrates up-to-date knowledge and skills in technology. and#10;QUALIFICATIONS, KNOWLEDGE, SKILLS and ABILITIES: and#10;The Y: We're for youth development, healthy living, and social responsibility. and#10;Required: and#10;and#61623; 7+ years of progressive IT operations or systems administration experience, including leadership and#10;responsibility. and#10;and#61623; 5+ years of project management and change management practices. and#10;and#61623; 2-3 years of experience implementing, supporting, and maintaining JIRA Service Desk, Microsoft and#10;365, Zoom Phone and Zoom CC, Windows endpoints, mobile device management (MDM), and and#10;cloud-based SaaS platforms. and#10;and#61623; 2-3 years of experience creating and maintaining technical documentation using platforms such as and#10;Confluence, SharePoint, and intranet tools like Simpplr; demonstrated ability to build structured, and#10;user-friendly knowledge bases and SOP libraries. and#10;and#61623; 2-3 years of experience creating, tracking and analyzing service performance (SLAs) to maintain and#10;quality standards and drive continuous improvement. and#10;and#61623; Strong understanding of enterprise IT operations, including device management, software and#10;lifecycle, endpoint tools, help desk management, and application support. and#10;and#61623; Excellent communication skills with ability to support non-technical users and partner with and#10;program leaders. and#10;and#61623; Strong organizational skills with ability to build processes, documentation, and repeatable and#10;systems. and#10;and#61623; Demonstrated ability to manage multiple priorities across distributed sites. and#10;Preferred: and#10;and#61623; Experience in multi-site, high-volume, customer-facing organizations (childcare, nonprofit, retail, and#10;or similar). and#10;and#61623; Background with device lifecycle planning, asset management tools and#10;and#61623; Familiarity with YMCA operations a plus. and#10;WORK SCHEDULE: and#10;General work schedule is M-F from 8a-5p and#10;WORK ENVIRONMENT AND PHYSICAL DEMANDS: and#10;and#61623; Ability to sit and work at a computer for extended periods. and#10;and#61623; Must be able to communicate clearly in person and virtually. and#10;and#61623; Occasional lifting of up to 25 lbs. for equipment setup.
