Information Technology Manager

Position Overview: The Information Technology Manager is responsible for leading VOA's IT function and supervising technical support staff. This position keeps the organization's cloud-based systems, devices, and networks secure, reliable, and available to staff at locations across Maine and New Hampshire, combining hands-on technical work with planning, vendor management, and day-to-day leadership of the help desk.

The Information Technology Manager ensures all activities are conducted in compliance with funding source, program, and agency policies and procedures.

Essential Job Functions:

• Supervise technical support staff, including hiring, training, work assignments, performance evaluation, and corrective action.
• Manage help desk operations and the ticketing system, set service standards, and monitor response and resolution times.
• Develop and manage the IT budget, technology plan, and equipment replacement schedule in partnership with leadership and Finance.
• Manage IT vendors, contracts, software licenses, and service agreements.
• Develop, maintain, and enforce IT policies, procedures, and system documentation.
• Advise leadership on technology needs, risks, and opportunities, and lead IT projects from planning through implementation.
• Administer Microsoft 365 and Microsoft Entra ID, including user accounts, email, devices, and access, in coordination with Human Resources for onboarding and offboarding.
• Oversee cybersecurity, data backup, and disaster recovery practices to protect organizational and client information, in line with HIPAA and other applicable requirements.
• Maintain network infrastructure, devices, and the IT asset inventory across all locations.
• Provide escalated technical support and resolve complex issues for staff at all levels.
• Research and implement automated and efficient approaches to system administration and staff support.
• Travel to programs throughout the state for on-site support, maintenance, and scheduled visits.
• Participate in and contribute to other duties and responsibilities as assigned.

Education, Experience and Qualifications:

• Bachelor’s degree in information technology, computer science, or related field preferred. An equivalent combination of education and experience may be considered.
• Five years of IT experience supporting end-user computing, business applications, and networks, including at least two years in a lead or supervisory role, required.
• In-depth experience in enterprise Microsoft environments, including Microsoft 365, Entra ID, Teams, Intune, and PowerShell.
• Knowledge of network administration, cybersecurity, and backup and recovery practices, including HIPAA requirements.
• Experience managing vendors, contracts, and IT budgets.
• Healthcare, housing, or human services experience preferred.
• Strong written and verbal communication skills, including the ability to explain technical information clearly to staff at all levels.
• Ability to work independently and as part of a team, manage multiple priorities and projects, and maintain confidentiality.
• Valid Maine driver’s license and a safe driving record that meets agency insurance requirements.

Working Conditions/Physical Demands

This position works primarily in an office setting, with remote work when appropriate.

This position requires frequent travel within Maine and New Hampshire to provide on-site support at program locations. Must have access to a personal vehicle and be able to travel to various locations as needed to fulfill job responsibilities.

System outages or urgent issues may occasionally require evening, weekend, or on-call hours.

The employee will also be required to walk up and down stairs, work in equipment and server areas, and move, install, and set up computer equipment.

Regular physical demands include sitting, standing, walking, bending, reaching, and lifting up to 35 lbs. The role requires frequent use of hands for typing and handling computers and technical equipment, as well as effective communication in person, by phone, and via video conferencing.

ADA Compliance

Volunteers of America complies fully with the Americans with Disabilities Act (ADA) and is committed to providing equal employment opportunities to qualified individuals with disabilities. Essential job functions must be performed with or without reasonable accommodation.

Requests for accommodation will be assessed individually by management in collaboration with Human Resources, ensuring compliance with applicable laws and alignment with organizational capabilities.