IT Operations Manager

Job Overview

The IT Operations Manager (Hands-On IT Lead) oversees all day-to-day technology operations across all Shiloh sites, serving as the sole internal IT support resource. This role ensures that systems, networks, Microsoft 365 services, and user access remain available, secure, and effective for program operations.

The IT Manager partners with contracted IT provider(s) on advanced infrastructure, cybersecurity, and system maintenance, while independently performing critical tasks such as Microsoft 365 administration, security alert monitoring, site IT setup, and technology support for critical clinical systems.

The IT Manager helps staff use systems correctly, protects confidential information, and supports HHSC, Joint Commission, TEA, and HIPAA.

Work Schedule: 40 hours a week; additional hours as needed.

Essential Duties and Responsibilities Technology Support & Operations

• Serve as Shiloh's primary internal IT resource across all facilities, providing daily technical support beyond routine helpdesk tasks while coordinating with contracted IT providers to ensure clearly defined responsibilities, effective escalation procedures, timely issue resolution, and accountability for contracted services.
• Support staff with secure system use, access needs, and troubleshooting hardware/software issues.
• Provide onsite and remote support for residential homes, administrative offices, and program locations.
• Offer ongoing training on safe technology use, login procedures, data handling, and phishing awareness.

Systems Administration & Security Oversight

• Administer the Microsoft 365 environment, including user account lifecycle management, access permissions, licensing, and security settings.
• Support and troubleshoot Remote Desktop Services (RDS) to ensure secure and reliable remote access.
• Monitor daily cybersecurity alerts, suspicious login attempts, and potential security risks; take corrective action and adjust system or tenant settings as needed.
• Maintain system stability and continuity for critical clinical and operational platforms, restoring access and functionality during outages or disruptions.
• Support and protect confidential information in compliance with HIPAA, FERPA (when applicable), and internal cybersecurity policies.
• Develop and maintain staff-facing technology instructions and troubleshooting resources.
• Utilize SharePoint or another approved platform for frequently requested procedures.
• Provide ongoing training designed to reduce repetitive support requests.

Infrastructure, Site Technology, & Vendor Management

• Proactively evaluate Shiloh's technology infrastructure, identify operational risks and opportunities for improvement, and recommend practical, cost-effective technology solutions to leadership.
• Plan and execute IT infrastructure setup during relocations, program moves, new site openings, and facility expansions.
• Ensure installation, connectivity, and configuration of networks, devices, and technology equipment during transitions.
• Work directly with technology vendors to troubleshoot and resolve complex issues requiring advanced technical engagement.
• Coordinate with the contracted IT provider for server needs, cybersecurity tasks, data backups, and major system repairs.
• Review vendor quotes and equipment pricing to ensure cost-effectiveness, accuracy, and protection against overcharging or fraudulent proposals.
• Maintain an up-to-date inventory of technology equipment and recommend replacements based on lifecycle.

Qualification Requirements

High School Diploma required; bachelor’s degree preferred.

• 2–5 years of relevant IT experience.
• Demonstrated knowledge of IT operations management and technical leadership.
• Demonstrated knowledge of third-party managed service providers.
• Microsoft 365, Entra ID, Windows environments, and commonly used business applications.
• Network and server infrastructure fundamentals.
• Demonstrated knowledge of cybersecurity and incident management.
• IT budgeting, planning, and project coordination.
• Strong problem-solving skills and ability to manage competing priorities.
• Ability to explain technical topics in clear, simple terms and train staff at all skill levels.
• Understanding of basic data-privacy principles.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person