IT Sr. Manager

The IT Sr. Manager is responsible for providing reliable, responsive, and effective day-to-day technical support across the organization's staff and technology environment. This role ensures staff have the tools, access, and hardware they need to work efficiently and without disruption, from their first day to their last. This is a remote position and requires the ability to provide timely and effective remote technical support to staff.

Key responsibilities include end-user technical support, hardware and software provisioning, technology onboarding and offboarding, administration of HFA productivity and communication tools, and frontline support for HFA's website and member portal needs. The IT Sr. Manager oversees software licenses, device inventory, and serves as the primary point of contact for day-to-day IT needs across the organization.

Another key focus of this position is HFA's security. The manager will be responsible for overseeing antivirus software and firewalls, keeping abreast of modern cybersecurity trends applicable to mid-sized and small businesses, and providing security education or training to staff.

This position embodies HFA core values of high emotional intelligence, initiative, communication, accountability, and curiosity.

Ideal Candidate The ideal candidate is a friendly, dependable, and resourceful technology professional who genuinely enjoys helping people solve problems. They are comfortable triaging a website issue, setting up and recovering hardware, and jumping into a CMS or member portal to help the Marketing team diagnose a broken page or access issue. They communicate clearly with non-technical colleagues and collaborate closely with the Sr. Database Manager and Director of AI & Automations - respecting each role's domain while maintaining shared visibility.

This position does not have direct reports and it not an enterprise IT role.

Essential Job Functions and Responsibilities The IT Sr. Manager's responsibilities are divided as follows:

End-User Support (35%)

• Serve as the first point of contact for all staff IT issues via the project management system, email, or direct outreach. Troubleshoot hardware, software, connectivity, account access, automation support and peripheral issues. Escalate to Tier 3 or vendors when appropriate, maintaining ownership through resolution.

Marketing & Member Portal Support (30%)

• Provide frontline technical support to the Marketing team for website (WordPress) updates, content management system (CMS) issues, member portal (MX) enhancements and support major/minor releases. Coordinate with vendors or the internal tech team for issues requiring escalation.

Onboarding & Offboarding (25%)

• Manage the tech lifecycle for new hires and departing staff, including device provisioning and imaging, productivity and communication software account setup and deactivation, license assignment, access permission management, and equipment recovery and redeployment. Maintain accurate hardware inventory and productivity and communication software license records. Track renewal dates, manage device assignments, and ensure compliance with licensing agreements.

Vendor & Budget Support (5%)

• Assist with vendor communications, software renewal coordination, and tracking technology-related expenses against budget.

Other Duties as Assigned (5%)

• Assist with QA testing, onsite event technical support, or other duties as assigned.

• Experienced in cloud-based productivity platform administration (Google Workspace, Microsoft 365, Zoom, Wrike or similar).
• Working knowledge of website hosting, domain management, SSL certificates, and industry standard web security.
• Proven experience applying cybersecurity best practices in small to mid-sized organizations.
• Proven proficiency in managing organizational computer hardware, operating systems, and IT best practices.
• Familiarity with AI-driven technologies and a willingness to leverage them to enhance operational efficiency., * Strong technical troubleshooting and problem-solving skills.
• Strong organizational skills with attention to detail.
• Excellent communication and customer service skills, with the ability to support non-technical users.
• Ability to work independently in a remote environment while maintaining responsiveness and accountability.

Required Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• 5+ years of experience in IT support, systems administration, or IT management
• Experience supporting remote or distributed teams
• Experience managing SaaS applications, user access, and licenses
• Non-profit experience is a plus but not required

Physical Requirements

• Remote position but must be able to follow business hours that meet the organization's needs
• Prolonged periods of sitting at a desk and working on a computer
• Occasional travel required