Director of IT & Business Systems

One More Child•Lakeland, FL

4d•$75,000 - $85,000•Onsite

About The Position

One More Child is seeking a full-time Director of IT & Business Systems to oversee the organization’s technology infrastructure, business systems, devices, vendors, and internal IT operations. The Director serves as the primary internal owner of technology operations, including network and infrastructure oversight, device and asset management, business applications, IT support escalation, security and compliance coordination, and supervision of the IT Support Specialist. The Director partners with the MSP for network monitoring, Microsoft 365 administration, and frontline technical support, and works closely with the Executive Director on technology priorities, planning, and organizational needs. The ideal candidate is a hands-on, service-oriented technology leader with strong analytical, diagnostic, and problem-solving skills; the ability to communicate and interact effectively with leadership and staff; strong organizational and vendor-management skills; and a commitment to addressing technology needs in a timely and professional manner.

Requirements

3–5 years of progressive experience in IT, technology operations, systems administration, or a related field.
Experience overseeing network and infrastructure, including internet connectivity, Wi-Fi, telecommunications, network equipment, and related vendors.
Working knowledge of Ubiquiti UniFi network solutions, including UniFi access points, switches, gateways, and network management.
Experience working with an MSP or external technology service provider, including managing escalations and service issues.
Experience managing computers, mobile devices, phones, tablets, and technology assets throughout their lifecycle.
Working knowledge of Intune, Jamf, Mosyle, or comparable device management platforms.
Experience managing business applications, software licensing, user access, and technology vendors.
Working knowledge of IT security, access management, cybersecurity practices, and HIPAA or other compliance requirements.
Strong organizational, problem-solving, communication, customer service, staff supervision and vendor-management skills, with the ability to work independently and manage multiple priorities.
Associate or bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field or equivalent combination of education and experience.

Nice To Haves

Experience working in a nonprofit, healthcare, social services, or other mission-driven organization.
Experience with HIPAA compliance and IT controls.
Experience coordinating technology for new construction or facility renovations, including network, telecommunications, security cameras, and access control.
Experience managing technology vendors, ISPs, MSPs, and telecommunications providers.
Relevant IT certifications such as CompTIA Network+, Security+, Microsoft, Apple, ITIL, or similar certifications.
Master’s degree preferred.

Responsibilities

Own and oversee the organization's network and technology infrastructure, including internet connectivity, Wi-Fi, switching, cabling, telecommunications, and related services.
Establish and maintain appropriate standards for network performance, reliability, security, and availability.
Serve as the primary organizational liaison with the MSP for network monitoring, maintenance, troubleshooting, and infrastructure support.
Monitor network performance and recurring issues and ensure the MSP appropriately addresses outages, connectivity problems, and infrastructure concerns.
Manage the organization's relationship with internet service providers, MSPs, structured wiring, fiber, electrical, telecommunications, and other infrastructure vendors.
Lead business continuity and technology service restoration efforts from initial disruption through full recovery, whether caused by natural disasters, equipment failure, cyber incidents, internet or utility outages, or vendor/service provider failures; vigilantly monitor and coordinate restoration activities, maintain communication with the MSP, vendors, leadership, and affected staff, track actions and dependencies, escalate delays or unresolved issues, and provide timely status updates until all critical services are restored and the organization has returned to its normal operating state.
Coordinate network upgrades, equipment replacements, installations, and infrastructure projects.
Maintain awareness of network architecture, equipment, configurations, warranties, service agreements, and lifecycle requirements.
Assess network capacity, performance, and future requirements and make recommendations to the Executive Director.
Lead the technology infrastructure planning and coordination for new or renovated facilities, including internet, Wi-Fi, network equipment, cabling, telecommunications, security cameras, and access control.
Ensure infrastructure projects are completed according to organizational requirements, timelines, and approved specifications.
Maintain appropriate documentation of network infrastructure, service providers, equipment, and technology standards.
Travel to other campuses as needed to assess, implement, or coordinate infrastructure needs.
Serve as the internal owner and coordinator for organizational business applications and technology systems.
Manage application users, licensing, subscriptions, access, and renewals.
Coordinate support and issue resolution with software vendors and the MSP.
Manage organizational use of SharePoint, Asana, Zoom, RingCentral, and other business applications.
Coordinate support for specialized and legacy applications, including Raiser’s Edge and Financial Edge, as applicable.
Maintain technology documentation, application inventories, and digital document retention processes.
Identify opportunities to improve system functionality, integration, and user experience.
Manage the lifecycle of computers, phones, tablets, and other technology assets.
Coordinate procurement, assignment, replacement, retirement, and disposal of devices.
Manage mobile device accounts and services, including Verizon Wireless.
Coordinate enrollment and management of devices through Intune, Jamf, or Mosyle.
Maintain accurate technology asset and inventory records.
Develop and maintain processes for organization-owned and personally owned/stipend devices.
Coordinate device troubleshooting and technical support with the MSP and/or manufacturer.
Supervise, coach, and support the IT Support Specialist, including assigning work, establishing priorities, providing feedback, and supporting professional development.
Provide oversight of internal IT support activities and ensure staff technology needs are addressed in a timely and professional manner.
Serve as the internal point of escalation for technology issues requiring attention beyond frontline MSP support.
Monitor and manage technology support tickets that are not handled by the MSP, including researching, troubleshooting, resolving, documenting, and closing tickets as appropriate.
Determine whether support requests should be resolved internally, assigned to the IT Support Specialist, escalated to the MSP, or referred to a software or technology vendor.
Monitor MSP responsiveness and effectiveness and advocate for timely resolution of significant or recurring issues.
Identify recurring support needs and recommend training, process, or technology improvements.
Coordinate technology onboarding and offboarding requirements with the MSP, IT Support Specialist, and appropriate internal departments.
Develop user documentation and coordinate training for commonly used technology systems.
Review and coordinate response to suspected phishing and other security concerns.
Coordinate periodic reviews of employee system and network access.
Monitor compliance with organizational IT policies and procedures.
Coordinate and audit monthly, quarterly, and annual HIPAA-related IT requirements.
Communicate technology risks and compliance concerns to the Executive Director.
Serve as the primary internal contact for the MSP and key technology vendors.
Monitor vendor responsiveness, service quality, contracts, licenses, and renewals.
Coordinate technology installations, upgrades, infrastructure projects, and service changes.
Evaluate vendor performance and provide recommendations to the Executive Director.
Ensure the organization receives the services and support expected from technology providers.
Gather technology requirements from departments and translate business needs into technology requirements.
Coordinate approved technology implementations, migrations, integrations, and improvement projects.
Provide technical research and recommendations to the Executive Director.
Track technology projects, issues, and action items and provide status updates.
Support the Executive Director's technology planning and continuous improvement initiatives.
Travel to other campuses as needed for technology-related needs.
Participate in organizational meetings and technology projects.
Perform other duties as assigned.