IT Manager

Nature of Work: The IT Manager provides hands-on leadership and day-to-day management of information technology services across 3Rivers. This position ensures employees have reliable, secure, and effective access to the systems, equipment, applications, and technical support needed to perform their work and provide high-quality, person-centered services. 3Rivers partners with a managed information technology service provider that performs certain infrastructure, network, system administration, cybersecurity, monitoring, maintenance, and advanced technical support functions. The IT Manager serves as the primary internal partner and point of coordination for the managed service provider. The position establishes agency priorities, communicates operational needs, monitors service delivery, coordinates escalations, and ensures the provider's work aligns with 3Rivers' security, compliance, financial, and operational expectations. The IT Manager remains actively involved in daily IT operations and employee support while leading the internal IT team and managing the relationship with the managed service provider. Responsibilities include troubleshooting employee concerns, coordinating support requests, configuring and deploying equipment, managing user access and technology onboarding, supporting agency applications, leading projects, maintaining documentation, and visiting agency locations as needed. The IT Manager works closely with the Chief Compliance Officer, executive leadership, department leaders, the Senior IT Coordinator, the IT Coordinator, and external technology partners. The position provides internal ownership and oversight of technology services while drawing on the managed service provider's specialized expertise and resources. Through this reporting relationship, the IT Manager helps ensure that technology operations, cybersecurity practices, privacy protections, and vendor services remain aligned with 3Rivers' compliance responsibilities and operational needs. This position requires strict adherence to HIPAA privacy and security requirements. The IT Manager works collaboratively with the managed service provider, agency leadership, and compliance personnel to protect the confidentiality, integrity, and availability of protected health information and other sensitive agency information. This role combines the strategic and operational responsibilities reflected in the Senior IT Coordinator position with the direct support, access, equipment, training, and documentation responsibilities reflected in the IT Coordinator position. Essential Functions: Hands-On Technology Support & Daily Operations: Remain actively involved in the daily delivery of technology support across all 3Rivers locations. Provide direct technical assistance and troubleshooting for computers, mobile devices, printers, telephones, software, applications, connectivity, and other technology resources. Respond to routine support requests and assist with complex or urgent concerns while coordinating escalation to the managed service provider when appropriate. Determine whether an issue can be resolved internally or requires the specialized access, tools, or expertise of the managed service provider. Configure, deploy, maintain, replace, and troubleshoot agency computers, mobile devices, peripherals, and other technology equipment. Support employees in person, remotely, by telephone, or through other agency-approved support methods. Visit offices, programs, residences, and other agency locations to resolve concerns, install equipment, and assess technology needs. Coordinate installations, office moves, equipment deployments, system upgrades, and other operational technology activities. Provide temporary workarounds when immediate resolution is unavailable and communicate expected next steps. Ensure employees receive timely, respectful, and understandable support regardless of their level of technical knowledge. IT Department Leadership & Supervision: Directly supervise, support, and develop the Senior IT Coordinator and IT Coordinator. Establish departmental priorities, assignments, workflows, service expectations, and performance standards. Balance supervisory and planning responsibilities with direct involvement in daily support and technical work. Review and prioritize support requests based on urgency, complexity, operational impact, location, and available resources. Determine which work should be completed by the internal IT team and which should be assigned or escalated to the managed service provider. Monitor open requests, escalations, projects, and assignments to ensure timely communication and resolution. Provide regular supervision, coaching, training, performance feedback, and professional development opportunities. Promote cross-training and documentation to reduce reliance on any single employee or external provider. Foster a collaborative department culture grounded in service, accountability, security, responsiveness, and continuous improvement. Maintain appropriate internal coverage for routine support, planned projects, employee absences, and urgent needs. Address workflow, communication, service, or performance concerns promptly and consistently. Keep the Chief Compliance Officer informed of significant technology risks, incidents, projects, costs, provider concerns, and resource needs. Managed Service Provider Partnership & Oversight: Serve as the primary internal point of contact and operational partner for the managed service provider. Develop a collaborative working relationship that supports timely communication, shared accountability, and effective problem-solving. Clearly define and document the responsibilities of the internal IT team and the managed service provider. Communicate agency priorities, operational needs, regulatory requirements, security expectations, and project goals to the provider. Coordinate support tickets, escalations, system changes, maintenance, security activities, installations, and vendor-led projects. Monitor the status of work assigned to the provider and ensure employees and leaders receive appropriate updates. Review the provider's responsiveness, service quality, recommendations, deliverables, and compliance with contractual and service-level expectations. Escalate delayed, unresolved, recurring, or high-impact concerns through appropriate provider channels. Review technical recommendations and ensure proposed solutions are necessary, practical, secure, cost-effective, and appropriate for agency operations. Participate in regular service review meetings and maintain documentation of significant issues, decisions, commitments, and follow-up items. Coordinate provider access to agency facilities, systems, employees, and information as appropriate. Ensure the provider understands 3Rivers' operational environment and the needs of employees working in offices, programs, and residential settings. Maintain internal ownership of technology decisions and outcomes rather than relying solely on the provider to establish agency priorities. Participate in contract reviews, renewals, service evaluations, and decisions regarding provider performance or scope. Ensure concerns involving cybersecurity, privacy, access, or protected health information are promptly communicated to the Chief Compliance Officer. Technology Planning & Internal Ownership: Develop and implement practical technology plans aligned with 3Rivers' mission, operational priorities, compliance responsibilities, and available resources. Assess current systems, equipment, infrastructure, support practices, and vendor services and recommend improvements. Translate agency needs into clear priorities and requirements for the internal IT team and managed service provider. Develop short- and long-term plans for system improvements, cybersecurity, equipment replacement, infrastructure, integration, and employee support. Evaluate technology solutions in partnership with agency leaders, employees, and external technical resources. Consider usability, accessibility, security, cost, implementation requirements, training, ongoing support, and compatibility when evaluating solutions. Participate in agency planning, budgeting, risk management, and technology-related decision-making. Ensure technology initiatives are appropriate for the size, complexity, geographic reach, and regulatory obligations of 3Rivers. Ensure 3Rivers maintains sufficient internal understanding, documentation, and control of its technology environment. Provide the Chief Compliance Officer with recommendations regarding significant technology risks, priorities, investments, and operational needs. Systems & User Access Management: Oversee and participate in the administration of employee accounts, security permissions, licenses, distribution groups, shared mailboxes, shared drives, and other technology resources. Coordinate with the managed service provider when administrative access, infrastructure changes, or specialized system expertise are required. Ensure employees receive appropriate systems, equipment, and access upon hire, transfer, promotion, or reassignment. Ensure access is modified or removed promptly when employment or job responsibilities change. Maintain role-based access practices and coordinate periodic reviews of user access, privileged accounts, licenses, and permissions. Support Microsoft 365, cloud services, telecommunications, shared storage, and agency applications within the responsibilities assigned to the internal team. Coordinate system changes, patches, maintenance, upgrades, and configurations performed by the managed service provider. Verify that approved changes are completed, tested, documented, and communicated. Troubleshoot application, authentication, access, synchronization, and integration concerns and escalate appropriately. Coordinate with Human Resources, Finance, Training, Operations, Compliance, and other departments regarding onboarding, offboarding, employee changes, system access, and technology needs. Maintain documentation of significant access decisions, configurations, and administrative actions. Report suspected inappropriate access, unauthorized use, or access-control concerns to the Chief Compliance Officer promptly. Cybersecurity, Privacy, and Compliance: Serve as the internal leader and coordinator for technology security, privacy, and risk-management activities. Partner closely with the managed service provider regarding network security, endpoint protection, firewalls, monitoring, patching, email security, backups, vulnerability management, and other technical safeguards. Ensure the provider supplies appropriate reporting and information regarding security controls, identified risks, incidents, and corrective actions. Promote compliance with HIPAA, HITECH, applicable privacy and security requirements, cybersecurity standards, and 3Rivers policies. Work with the Chief Compliance Officer and other agency leaders to identify, assess, prioritize, and address technology-related risks. Coordinate security assessments, audits, vulnerability reviews, testing, remediation efforts, and policy reviews. Participate directly in the investigation and response to suspected phishing, malware, unauthorized access, privacy, or cybersecurity incidents. Coordinate incident containment, technical investigation, recovery, and remediation with the managed service provider. Escalate significant security, privacy, access, or technology incidents promptly to the Chief Compliance Officer. Maintain documentation of incidents, findings, decisions, corrective actions, and unresolved risks. Review security alerts, provider notifications, system reports, and technology risks and ensure appropriate action is taken. Promote cybersecurity awareness and safe technology practices throughout the agency. Ensure responsibilities for monitoring and responding to security alerts are clearly assigned between 3Rivers and the managed service provider. Support compliance investigations, audits, reporting, and corrective action planning involving technology, access, data, or system security. Protect the confidentiality, integrity, and availability of protected health information and other sensitive agency information. Technology Projects and Implementations: Lead and participate in technology projects from identification of need through implementation and post-launch support. Establish project requirements, timelines, responsibilities, budgets, risks, communication expectations, and success measures. Determine which project activities will be performed internally and which will be completed by the managed service provider or another vendor. Coordinate provider-led projects while serving as the internal project owner and agency liaison. Gather input from employees and department leaders to understand workflows, operational needs, compliance considerations, and potential impacts. Coordinate projects involving new applications, integrations, infrastructure improvements, office relocations, telecommunications, equipment replacement, and agency growth. Participate in configuration, testing, user acceptance, deployment, training, and post-implementation troubleshooting. Ensure privacy, security, access, documentation, and compliance requirements are considered throughout the project. Ensure technical work completed by providers is tested and meets agency requirements before final acceptance. Communicate project progress, risks, delays, decisions, and resource needs to leadership and affected employees. Maintain project documentation, system decisions, configuration information, and outstanding follow-up needs. Evaluate completed projects and coordinate correction of unresolved concerns. Business Continuity & Disaster Recovery: Serve as the internal owner of technology-related business continuity and disaster recovery planning. Work with the managed service provider to develop, document, test, and maintain backup and recovery processes. Ensure the responsibilities of 3Rivers and the managed service provider are clearly documented for outages, cybersecurity incidents, equipment failures, and other disruptions. Obtain and review appropriate information regarding backup completion, backup failures, testing, retention, protection, and recoverability. Coordinate periodic recovery tests and ensure identified concerns are addressed. Maintain documentation of critical systems, recovery priorities, vendor contacts, escalation procedures, and temporary operating methods. Coordinate response and recovery activities during technology disruptions. Communicate operational impacts and expected recovery timeframes to the Chief Compliance Officer, leadership, and affected employees. Participate in after-action reviews and ensure corrective actions are completed. Support broader agency emergency preparedness planning and exercises. Ensure business continuity and disaster recovery plans address the protection and continued availability of protected health information and other essential records. Equipment, Inventory, and Procurement: Oversee and participate in maintaining an accurate inventory of computers, mobile devices, printers, networking equipment, software, licenses, warranties, accessories, and other technology assets. Establish procedures for receiving, labeling, configuring, assigning, transferring, retrieving, storing, and disposing of equipment. Coordinate with the managed service provider when equipment must be enrolled, configured, secured, monitored, or connected to provider-managed systems. Ensure equipment issued to employees is appropriately documented and recovered when no longer needed. Develop technology standards for approved equipment, software, security configurations, and accessories in consultation with the managed service provider. Develop lifecycle replacement schedules based on age, condition, security requirements, warranty status, performance, and operational need. Coordinate equipment purchasing, setup, deployment, repair, replacement, and secure disposal. Maintain an appropriate inventory of commonly needed equipment and accessories. Ensure devices are securely erased or destroyed before disposal or reassignment. Monitor software and license use and identify unnecessary, inactive, or duplicative expenses. Maintain records supporting budgeting, audits, security, insurance, and operational planning. Ensure lost, stolen, damaged, or unreturned equipment is promptly reported and addressed in accordance with agency procedures. Budgeting, Contracts, and Vendor Management: Develop technology budget recommendations in collaboration with the Chief Compliance Officer and Finance leadership. Monitor approved technology expenses, managed service provider fees, subscriptions, licenses, projects, equipment purchases, and vendor invoices. Provide timely information regarding anticipated costs, contract renewals, equipment replacement, major projects, and potential budget variances. Review invoices for accuracy and consistency with contracts, service agreements, and approved work. Participate in the review and negotiation of managed service provider agreements and other technology contracts. Evaluate total costs, including implementation, support, licensing, maintenance, training, replacement, and security. Obtain and compare proposals when appropriate. Identify opportunities to improve service or reduce costs without compromising security, reliability, compliance, or operational effectiveness. Maintain records of contracts, renewals, warranties, vendor contacts, responsibilities, and service commitments. Develop multiyear forecasts for equipment replacement, contract renewals, infrastructure improvements, and major technology projects. Coordinate with Finance leadership regarding purchasing procedures, invoice processing, budget reporting, and financial controls. Documentation, Procedures, and Service Management: Develop, maintain, and review IT policies, procedures, standards, inventories, diagrams, operating guides, and support processes. Ensure the managed service provider supplies and maintains documentation for systems, configurations, security controls, and services within its scope. Maintain sufficient internal documentation so 3Rivers understands its environment and can effectively oversee providers and respond to operational needs. Document account-management procedures, system integrations, equipment standards, vendor responsibilities, escalation paths, and recovery processes. Establish clear procedures for requesting support, access, equipment, system changes, and technology purchases. Ensure critical and recurring responsibilities are documented for continuity and cross-training. Maintain technical documentation securely and restrict access as appropriate. Update documentation following system changes, incidents, implementations, or procedural improvements. Maintain records required for audits, investigations, compliance reviews, insurance, and organizational planning. Develop methods for monitoring internal workload, provider performance, recurring concerns, support responsiveness, and project progress. Review support trends and recurring issues and recommend system, process, training, or vendor improvements. Training & Organizational Support: Assess employee technology training needs and develop practical training resources. Conduct or coordinate new-hire and ongoing training on agency systems, equipment, cybersecurity, privacy, and acceptable technology use. Create clear guides, instructions, frequently asked questions, and other employee resources. Coordinate with the managed service provider when specialized technical training or information is needed. Explain technical concepts in understandable language and help employees use technology effectively and securely. Support employees during implementations, upgrades, process changes, and technology transitions. Partner with Human Resources, Training, Compliance, and department leaders to ensure technology education is accurate and consistent. Provide individualized coaching and support to employees who require additional assistance. Gather employee feedback and use it to improve technology systems, support practices, training, and vendor services. Promote cybersecurity awareness and reinforce employees' responsibility to protect agency information. Communication & Agency Support: Maintain regular and proactive communication with the Chief Compliance Officer regarding technology risks, cybersecurity and privacy incidents, projects, managed service provider performance, costs, compliance concerns, and operational needs. Communicate clearly with employees regarding outages, planned maintenance, system changes, cybersecurity concerns, and expected resolution timeframes. Serve as the bridge between employees with operational needs and external providers with specialized technical expertise. Coordinate technology work in a manner that minimizes disruption to programs and services. Exercise discretion when accessing systems, devices, files, communications, or other confidential information. Demonstrate responsiveness, patience, professionalism, and respect when assisting employees. Travel among agency locations to provide support, assess needs, coordinate vendor work, and participate in projects. Participate in agency committees, meetings, audits, planning activities, investigations, and emergency response as assigned. Maintain effective working relationships with employees, leadership, individuals supported, vendors, contractors, and other stakeholders. Perform other technology-related duties as assigned.