IT Manager

Responsible for managing the Agency’s (IT) end-user support operations, including the IT Helpdesk and Field Support teams. Accountable for ensuring all Helpdesk metrics, including ticket service level agreements (SLAs) and response times, are met, and for managing after-hours support coverage. Responsible for IT asset management and asset tracking, and for managing projects, including new store rollouts and the implementation of new technology. Works with the Director of IT Operations and Security to ensure IT support services meet current and future business needs. Accountable for ensuring continuity of computer services for all computer users in the Agency through planning, technical leadership and project coordination.

Essential Functions:

• Analyzes business needs presented by the end-user and recommends technical solutions.

• Ensures consistency of existing applications and hardware by creating, maintaining, and enforcing standards and procedures for implementing technical solutions.

• Manages the IT Helpdesk, including monitoring and managing the helpdesk ticketing queues.

• Ensures all Helpdesk metrics are met, including ticket service level agreements (SLAs) and response times; monitors performance against these metrics and takes corrective action when targets are not met.

• Manages Field Support, including the Support Specialists who support Agency locations through site visits, meeting and audio/visual support.

• Monitor, maintain, and troubleshoot all VoIP related systems. Work with staff to implement all required VoIP systems and technologies.

• Manages after-hours support, ensuring adequate staff coverage and timely response to support requests.

• Manages the duties and responsibilities of Support staff, as well as the personal development of each staff member.

• Participates hardware and software evaluations and maintains vendor contracts.

• Manages procurement of all IT assets and is responsible for IT asset management and asset tracking.

• Plans and manages project rollouts of new store locations and technology solutions, including developing timelines, monitoring progress, and reporting project status.

• Analyzes computer technology information to assist in directing management in the selection of technology solutions to meet the needs of the organization.

• All other duties as assigned.

Job Requirements and Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• Minimum of 5 years of progressively responsible experience in IT management, including team leadership and project management.

• Strong technical expertise in IT infrastructure, systems administration, networking, security, and emerging technologies.

• Excellent leadership, communication, and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• Project management certification (e.g., PMP) is a plus.

• Familiarity with ITIL, COBIT, or other IT service management frameworks.

Working Environment Conditions/Requirements:

• The ability to push, pull, lift, up to 50lbs. with or without accommodations

• Must be able to stand and or walk for extended periods of time

• The ability to bend, reach and grasp throughout the work day.

• The ability to travel between all Goodwill of North Georgia locations as required.