IT Technology and Operations Manager

Position Summary: American Substance Abuse Professionals (ASAP) is seeking a hands-on IT Technology and Operations Manager to own and execute the IT operations supporting a nationally distributed, primarily remote workforce in a DOT-regulated, HIPAA-sensitive environment. This “working” role requires direct, practical involvement in provisioning, vendor management, security compliance, and application support. The ideal candidate is a self-directed, mid-career IT professional who communicates clearly with non-technical leadership, exercises sound judgment in regulated data contexts, and can own daily and audit-driven IT tasks directly, reducing unnecessary escalation to our Managed Security Service Provider (MSSP)., Leadership & Strategy

• Serve as the primary point of contact for all IT-related matters.
• Develop and implement IT policies, procedures, and best practices.
• Oversee the performance, development, and day-to-day activities of internal IT staff, as applicable.
• Manage MSSP and third-party IT vendor relationships; actively work to reduce MSSP billable hours by building internal capability over time.
• Monitor IT budgets and ensure cost-effective solutions.

Technical & Operational Support

• Perform hands-on installation, configuration, and maintenance of hardware (desktops, laptops, servers, printers, and mail equipment).
• Manage company software assets, including licenses, updates, and compliance.
• Own end-to-end employee lifecycle provisioning: Office 365 user access, VPN setup, laptop imaging/configuration, and shipping readiness for ASAP’s distributed remote workforce.
• Maintain and troubleshoot the organization’s VoIP/phone systems.
• Manage IT support tickets, provide prompt resolution or escalation as needed.
• Maintain on-premises file server controls and access permissions; coordinate and execute moves to cloud storage where appropriate.
• Partner with internal product and vendor teams to support ASAP’s heavily customized proprietary application: coordinate test deployments, manage tickets, and assist rollout through dev/test/prod environments.
• Support the organization’s technology innovation strategy, driving initiatives including AI and automation, improving operational efficiency, establishing governance, and implement solutions aligned with business goals while meeting security standards.

Security & Compliance

• Conduct regular security audits and risk assessments.
• Monitor and enforce cybersecurity protocols, including antivirus, backups, firewalls, and user access controls.
• Ensure data protection compliance with federal/state laws and company policies (especially relevant to Maryland and federal data regulations).
• Collaborate with IT security vendors and appropriate internal departments to support incoming client security assessment questionnaires and requests.

Communications & Infrastructure

• Oversee the configuration, maintenance, and support of the network infrastructure.
• Coordinate with vendors for internet, phone, and other IT-related services.
• Ensure reliability and functionality of communication systems (email, messaging, file sharing, etc.).

• Communicate IT issues, system downtime, and expected restoration timelines to staff in a clear and timely manner. Working Conditions:

• Full-time, hybrid position based in the Cockeysville, MD area (10151 York Road). In-office presence required for hands-on provisioning tasks; remote flexibility available consistent with ASAP’s Remote Work Policy.
• May require occasional evening or weekend hours for system maintenance or emergencies.
• Ability to lift up to 40 lbs. when handling equipment.

• Work Environment: This position is a hybrid position that performs work in-office and occasionally from the assigned home location. The job requires dedicated and uninterrupted time identical to the conditions of working in an office environment. The content of information received and communicated contains confidential information, including PHI. While performing the duties of this job, it is the responsibility of this position to make all efforts to secure the clients confidentiality and always protect clients PHI information. The hybrid worker must abide by the Remote Work Policy. Physical Requirements:

• Be stationary for extended hours at a time, 7-8 hours of the workday
• Perform repetitive tasks with few breaks throughout the day
• Repetitive typing and communicating
• Utilize desk phone/cell phone.

• Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 3+ years of hands-on IT experience with demonstrated practical competence; prior supervisory experience preferred but not required. This is not an entry-level position; candidates must be able to operate independently and explain technical status clearly to non-technical leadership.
• Proficient in Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID/Azure AD user management), Windows operating environments, VPN provisioning, and basic Exchange/tenant troubleshooting.
• Experience with help desk/ticketing systems and IT asset management tools.
• Working knowledge of cybersecurity best practices, HIPAA data handling obligations, and experience responding to client security questionnaires or cyber insurance audits. Comfort working with MSSP partners.
• Excellent organizational, troubleshooting, and communication skills.
• Knowledge of AI, machine learning, automation platforms, and responsible AI practices, with the ability to translate emerging technologies into operational and business efficiencies., * Experience with IT compliance in a regulated industry.
• Familiarity with Maryland state, data security laws.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) a plus.

10151 York Road, Cockeysville, MD 21030 Hybrid work $115,000 - $130,000 a year - Full-time, 401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Life insurance Full-time Extended hours, Weekends as needed, Evenings as needed Hybrid work in 10151 York Road, Cockeysville, MD 21030, Pay on this role is between 115K-130K. ASAP provides a full array of benefits to include medical, dental, vision, life insurance, PTO/Sick leave, and 401(k).