Sr. IT Manager - Heartland Human Care Services

Title: IT Senior Manager

Location:4822 N Broadway

Shift: Monday to Friday

Summary:

Are you ready to make a meaningful impact as the Senior Manager, IT at Heartland Human Care Services? In this role, you'll be the go-to expert, leading the charge in solving complex IT problems and providing top-notch support to our team and external contacts. You'll work closely with leadership to develop workflows, ensure Service Desk teams meet KPIs, and deliver on project deadlines. As a hands-on leader, you'll also roll up your sleeves to tackle system and network issues alongside our managed service provider. Your expertise will be key in maintaining small to medium-sized Microsoft environments, including Windows, Exchange, VMware, and networking. Your thought leadership will drive our mission and vision forward, supporting compliance efforts and fostering a culture of learning and development. Join us and be part of something truly impactful!

Why Join Us:

• Make a Difference: Be a part of an organization that is deeply committed to creating positive change in the lives of individuals and communities.
• Professional Growth: Take on a leadership role where you can develop and implement asset management systems, supervise a dedicated team, and contribute to ongoing education initiatives.
• Comprehensive Benefits: Enjoy a range of benefits, including medical, dental, vision insurance, 401(k) match, paid maternity and paternity leave, commuter benefits, student loan assistance, and more.

Our Benefits:
o Medical insurance
o Dental insurance
o Vision insurance
o 401(k) match
o Paid maternity leave
o Paid paternity leave
o Commuter benefits
o Student loan assistance
o Tuition assistance
o Disability insurance

Essential Functions:

Duties & Responsibilities

Technical

• Solves complex technical problems relating to the Heartland Alliance desktop, system, and network environment
• Deploys applications and updates to the Heartland Human Care Services desktop environment.
• Installs and tests software upgrades and hardware configurations.
• Assists with documenting of procedures, SOPs, and configurations related to systems implementations and software acquisition, use, support, and security.
• Recommends and implements approved plans for IT improvement.
• Assists with print services configuration including share creation and email/scanning functions.
• Assists with the management of Active Directory organizational structure, Active Directory objects, Group Policy objects and associated management tools.
• Assists with the management of file shares and data directories and associated security hierarchies.
• Assists with the Base99 (IT ticketing system) design, workflow, implementation,
• Prepares technical reports on the operation of systems and provides training in system use and access.
• Participates in the planning, implementation, and review processes for new Microsoft technologies.
• Carries a smart phone to provide 24/7 support for critical situations. While calls outside of regular business hours are infrequent, response to such calls is expected unless advance notice of unavailability has been provided to the associate’s direct manager.
• Performs other duties as assigned.

Project Management and Communications

• Serves as internal point of contact to track status of IT project status that are under supervision of managed service provider and provide updates to Heartland Human Care Services leadership, and residential leadership.
• Serves as internal point of contact on centralized IT written and verbal communications to Heartland Human Care Services Staff, and ORR funder on compliance requirements, and in collaboration with managed service provider CIO, director of operations, COO, and CEO.
• Collaborates with CIO in development of internal IT workflows, policies, and procedures aligning with ORR requirements and mandates.

Supervisory Responsibilities

• Serves as supervisor to internal IT FTEs.
• Ensures direct reports have competencies necessary for roles and responsibilities.

• IT Service Manager (1)
• IT Systems Specialist (1)
• IT Project Coordinator (1)

Education and Experience:

• Minimum of a bachelor’s degree with a technical major or equivalent from a four-year college or university; required.
• Minimum of five-seven years of relevant experience and a minimum of five years of related experience; or equivalent combination of education and experience.
• Experience with Windows server infrastructure including demonstrable experience with Azure Active Directory, Windows 2016/2019 Server, Exchange 2016 & Office 365Experience serving in a front facing IT management role with responsibilities translating technical details and projects into language easily understood by staff across the organization in a professional manner.
• Experience with best practices in providing and measuring IT client satisfaction and customer service to end users.
• Experience in the role of business analyst

Certifications/Licenses:

• Microsoft 365 Certified
• CompTIaa A+ Certification
• Modern Desktop Administrator Associate is preferred.
• Lean six sigma or PMP certification is preferred.

Knowledge/Skills/Abilities (K/S/A):

• Computer Skills: To perform this job successfully, an individual must have knowledge of Exchange (2016 2019), Office 365, Microsoft Azure and Windows Operating Systems and various web browsers. In addition, the IT Service Manager will have familiarity with the following systems or comparable systems; Mobile Device Management, SentinelOne end-point protection; ConnectWise Manage and Automate for endpoint management and other software applications routinely used by Heartland Alliance.
• Verbal and Written Communication Skills: Ability to read, analyze, and interpret general business policies and standard operating procedures, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from outsourced IT vendors and internal stakeholders.
• Mathematical Skills: Develop and maintain key performance indicators and metrics. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Work Arrangement:

This role is eligible for a “hybrid” work arrangement. If hybrid, it is expected this person would be able to meet for “in person” meetings when needed or at the request of others. In-person meetings may be required on a regular basis (weekly, monthly, etc.). There are weekly in-person responsibilities at the carious HEARTLAND HUMAN CARE SERVICES sites and this person must have access to reliable transportation There may also be the availability to work from home when appropriate.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.
• Moderate exposure to outdoor elements at all times of year when traveling to and from work sites via public transportation.
• Responsibilities sometimes require working evenings and weekends, sometimes with little advance notice.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands to key, handle, or feel and reach with hands and arms.
• While performing the duties of this job, the employee is frequently required to talk or hear.
• Specific vision abilities required by this job include close vision and peripheral vision.
• Must be able to lift up to 40 pounds.
• Must have a valid driver’s license with a good driving record.

Equal Opportunity Employer Statement:

Heartland Human Care Services makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.