Information Technology Operations Manager

Manager, IT Operations

The purpose of this role is to provide operational leadership, structure, and consistency for the YMCA's core technology environment. The Manager, IT Operations ensures that technology works the way staff expect it to-stable, well-supported, documented, and continuously improved-so that employees can focus on delivering outstanding programs and services to members and families. This role is essential in maturing processes, improving response times, maintaining software systems, supporting hardware across 150+ sites, and building a high-performing, customer-focused IT support culture. This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility.

Essential Functions

Operational Leadership and Management

• Lead, mentor, and manage the systems and support team, ensuring clear roles, expectations, and performance standards.
• Oversee daily IT operations including device support, application support, endpoint management, and system maintenance.
• Build and maintain standard operating procedures, documentation, user guides, and training materials.
• Implement repeatable processes for onboarding/offboarding, asset management, device and configuration, and software deployments.
• Participate in annual IT budgeting and forecasting for devices, licensing, and operational tools.

Systems and Application Support

• Manage the administration and upkeep of core business systems (childcare, membership, HR, finance, scheduling, digital signage, printers, etc.).
• Own workstation, mobile device, and systems operations (excluding networking infrastructure).
• Oversee patching, updates, system health checks, and general technology hygiene.
• Ensure smooth day-to-day operation of Microsoft 365, Zoom Phone/Contact Center, and other enterprise platforms.

Service Desk and End-User Support

• Oversee the Help Desk to provide timely, effective support for staff across all branches, childcare and sites, and administrative offices.
• Develop and track SLAs, response metrics, satisfaction scores, and continuous improvement plans.
• Serve as point of escalation for complex technical issues and ensure consistent communication with end users and program leaders.

Collaboration and Cross-Functional Support

• Collaborate with the app, data, and UX teams to ensure new features are operationally ready-properly supported, documented, and understood by end users.
• Work closely with the Lead Network Engineer on dependencies involving connectivity and site readiness.
• Act as liaison between IT and program leadership, translating operational needs into technical solutions.

Governance and Compliance

• Maintain IT operational compliance (software licensing, device tracking, change management).
• Support internal controls and risk mitigation activities in collaboration with the SVP of IT and the Information Security function.
• Maintain and enforce configuration standards for devices and applications.

YMCA Leadership Competencies

• Mission Advancement: Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.
• Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist and develop others.
• Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans and work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial and irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
• Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications, Knowledge, Skills and Abilities

Required:

• 7+ years of progressive IT operations or systems administration experience, including leadership and responsibility.
• 5+ years of project management and change management practices.
• 2-3 years of experience implementing, supporting, and maintaining JIRA Service Desk, Microsoft 365, Zoom Phone and Zoom CC, Windows endpoints, mobile device management (MDM), and cloud-based SaaS platforms.
• 2-3 years of experience creating and maintaining technical documentation using platforms such as Confluence, SharePoint, and intranet tools like Simpplr; demonstrated ability to build structured, user-friendly knowledge bases and SOP libraries.
• 2-3 years of experience creating, tracking, and analyzing service performance (SLAs) to maintain quality standards and drive continuous improvement.
• Strong understanding of enterprise IT operations, including device management, software and lifecycle, endpoint tools, help desk management, and application support.
• Excellent communication skills with ability to support non-technical users and partner with program leaders.
• Strong organizational skills with ability to build processes, documentation, and repeatable systems.
• Demonstrated ability to manage multiple priorities across distributed sites.

Preferred:

• Experience in multi-site, high-volume, customer-facing organizations (childcare, nonprofit, retail, or similar).
• Background with device lifecycle planning, asset management tools.
• Familiarity with YMCA operations a plus.

Work Schedule

General work schedule is M-F from 8a-5p.

Work Environment and Physical Demands

• Ability to sit and work at a computer for extended periods.
• Must be able to communicate clearly in person and virtually.
• Occasional lifting of up to 25 lbs. for equipment setup.