IT Manager

We are seeking an experienced, hands-on IT Manager to lead our internal IT team and oversee technology operations across our Oswego, Fulton, Mexico, and Auburn locations.

Reporting directly to and working closely with the Director of Operations, the IT Manager supervises our Senior IT Specialist and IT Specialists while overseeing daily support, technology projects, vendor coordination, cybersecurity, and critical systems supporting clinical and administrative operations.

This is an active management position requiring strong technical skills, organization, communication, and follow-through. The Manager is expected to remain hands-on with technical support and systems administration while developing staff, completing projects, and improving departmental operations.

Key Responsibilities

Team Leadership and IT Operations

• Supervise, coach, and develop IT staff, including scheduling, work assignments, performance feedback, training, and accountability.
• Oversee daily IT services, monitor ticket priorities and service quality, coordinate coverage, and develop practical performance measures to identify areas for improvement.
• Personally assist with technical support, including complex issues, routine tickets when time permits, and coverage during staff absences, increased demand, or outages.
• Oversee the technical reliability and availability of critical systems, including the Electronic Health Record (EHR), network infrastructure, and applications supporting clinical and administrative operations. Coordinate troubleshooting, incident response, vendor assistance, and service restoration when disruptions occur.

Technology Projects, Systems, and Vendors

• Work closely with the Director of Operations to evaluate technology needs, establish priorities, and make informed recommendations regarding projects, purchases, vendors, and system improvements.
• Plan, manage, and complete approved technology projects and departmental tasks, including personally performing appropriate technical work, coordinating staff and vendors, and following through on implementation, testing, and completion.
• Administer and improve Microsoft 365, including Exchange Online, Teams, SharePoint Online, Microsoft Entra ID, and applicable Azure services.
• Oversee and directly support agency infrastructure, including servers, networks, wireless systems, telecommunications, end-user devices, and business applications.
• Serve as the primary operational contact for technology vendors, coordinating service issues, project work, renewals, and implementation. Verify requirements, costs, and proposed changes, and obtain appropriate approvals before making commitments.
• Maintain clear communication with the Director of Operations regarding departmental performance, project progress, significant issues, and decisions requiring approval.

Security, Compliance, and Continuous Improvement

• Implement and maintain approved cybersecurity measures, including multifactor authentication, endpoint and email security, access controls, security updates, and periodic access reviews.
• Support compliance with applicable HIPAA, 42 CFR Part 2, OASAS requirements, and agency policies through appropriate technical safeguards, documentation, and coordination with Compliance and the Director of Operations.
• Establish and maintain backup, recovery, preventive maintenance, and operational continuity procedures for critical systems, including coordinating testing and addressing identified gaps.
• Maintain accurate technical documentation, equipment inventories, asset lifecycle records, and an IT runbook. Identify recurring problems and implement practical, sustainable improvements.

• Experience supervising employees, including coaching, work assignments, performance feedback, and accountability.
• Demonstrated success completing IT projects, including hands-on technical contributions and coordination with staff or vendors.
• Strong technical background in IT operations, systems administration, networking, and troubleshooting.
• Hands-on experience administering Microsoft 365, including Exchange Online, SharePoint Online, Teams, and identity and access management.
• Experience managing technology vendors, coordinating service issues, and following work through completion.
• Strong organizational, communication, problem-solving, and customer service skills, with the ability to balance management duties and technical work.
• Valid driver’s license and ability to travel between agency locations.

Preferred

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience may be considered in place of a degree.
• Experience supporting multi-site organizations, healthcare environments, EHR systems, or other regulated industries.
• Experience with Microsoft Entra ID, Azure, endpoint management, cybersecurity tools, and IT performance reporting.

Work Environment

This full-time position is primarily based in Oswego, NY, with regular travel to other Farnham locations. Occasional early-morning, evening, or weekend availability may be necessary for urgent technical issues or operational needs., * Driver’s License (Required)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Farnham Family Services is a nonprofit organization providing substance use prevention, treatment, and recovery services throughout Central New York.