Information Technology Operations Manager

Position Overview

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 as expected—stable, well-supported, documented, and continuously improved—so that employees can focus on delivering outstanding programs and services to members and families. This position 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. It also supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility.

Key Responsibilities

• Operational Leadership and Management: Lead, mentor, and manage the systems and support team; oversee daily IT operations including device support, application support, endpoint management, software administration, and system maintenance; develop standard operating procedures, documentation, user guides, and training materials; implement repeatable processes for onboarding/offboarding, asset management, device configuration, and software deployments; and 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; and 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 sites, and administrative offices; develop and track SLAs, response metrics, satisfaction scores, and continuous improvement plans; and serve as the point of escalation for complex technical issues.
• 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; work closely with the Lead Network Engineer on connectivity and site readiness; and act as liaison between IT and program leadership to translate 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; and enforce configuration standards for devices and applications.

Required Qualifications

• 7+ years of progressive IT operations or systems administration experience, including leadership responsibilities.
• 5+ years of project management and change management experience.
• 2–3 years of experience implementing, supporting, and maintaining JIRA Service Desk, Microsoft 365, Zoom Phone/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, with 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 lifecycle, endpoint tools, help desk management, and application support.
• Excellent communication skills with the ability to support non-technical users and partner with program leaders.
• Strong organizational skills with a proven ability to build processes, documentation, and repeatable systems.
• Demonstrated ability to manage multiple priorities across distributed sites.

Preferred Qualifications

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

Benefits & Perks

• Schedule: M-F from 8a-5p
• Work Environment: 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.