Sr. IT Manager

Title: Sr. IT Manager

Location: 4822 N. Broadway, 2nd Floor, Chicago, IL. 60640

Schedule: Monday to Friday (8:30am-5:00pm)

Summary:

Under general guidance of the Managing Director of Operations, the Senior IT Manager will serve as the highest subject matter IT expert in Heartland Human Care Services to serve as point of contact with IT Managed Service Provider, Heartland Human Care Services leadership, Heartland Human Care Services staff, and external contacts to solve complex problems related to the desktop environment, software and user policies and procedures. The Senior IT Manager will work closely with the Director of Operations and Chief Information Officer to advise and co- lead workflow development processes and ensure the internal and outsourced Service Desk teams meets Key Performance Indicators (KPIs), project completion dates, and ORR funder requirements. This position is a hands-on position and thus also assists in resolving system and network issues alongside the managed service provider. This team member will investigate and analyze various incidents independently while being the senior point of escalation as leadership over the internal IT staff. This position will support small to medium-sized Microsoft environments, working with Windows, Exchange, VMware, and have a networking background.

The Senior Manager, IT provides thought-leadership to the Heartland Human Care Services team while leveraging industry knowledge and best practices to promote the mission and vision of the organization. Supports ORR funder compliance, culture development and management efforts. This position leverages industry knowledge and best practices to promote the mission and vision of Heartland Human Care Services. Supports culture of learning and IT professional development.

Why Join Us?

• Make a meaningful impact on the lives of individuals seeking education and career pathways.
• Collaborate with a diverse and passionate team dedicated to the mission and vision of our organization.
• Enjoy a hybrid work arrangement, providing flexibility and work-life balance.
• Participate in professional development opportunities to enhance your skills and expertise.

Our Benefits:

• Medical insurance. BCBS PPO, EPO, and HSA Plans
• Dental insurance.
• Vision insurance.
• 401(k) 3% Employer Contribution.
• Paid maternity leave.
• Paid paternity leave.
• Commuter benefits.
• Student loan assistance.
• Tuition assistance.
• Disability insurance
• FSA Spending Account
• Life Insurance
• Employee Assistance Program
• Special Vendor Discounted Offerings on Travel, Amusement Parks, etc.

Essential Functions:

Duties & Responsibilities

Technical

• Solves complex technical problems relating to the Heartland Human Care Services 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 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 (5) years of relevant experience, three (3) years of IT management 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.

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 Human Care Services.
• 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.
• Strategic Agility: Ability to define problems, collect data, establish facts, and draw valid conclusions and execute on recommendations. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to work independently when required without direct supervision.
• Excellent communication skills., relationship builder and communicator with experience collaborating with diverse work teams and stakeholders.
• Demonstrated ability to handle confidential and sensitive information possessing skills to handle situations in a professional and diplomatic manner.
• A high degree of collaboration and emotional intelligence, self-motivation, and analytical ability.
• Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Human Care Services.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Strategic thought partnership and consultancy skills.

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 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:

• 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.