Information Technology Manager

Goodwill Gulf Coast•Mobile, AL

32d•$31 - $31•Onsite

About The Position

The Information Technology Manager oversees, coordinates, and continuously improves the organization’s technology and communications infrastructure. The role manages the IT Department and staff, ensures reliable and secure technology operations, and aligns IT services with the agency’s mission and operational needs, including retail point-of-sale systems. The position reports to the AVP of Operations and supervises the IT Support Specialist. The manager leads staff and service delivery, oversees end-user support and retail POS systems, and coordinates incident response, system maintenance, account access, endpoint protection, patching, and IT documentation. The role also manages vendors and technology planning, contributes to budgeting and purchasing, enforces cybersecurity and operational policies, and reports service performance, risks, and improvement opportunities to leadership. The position is based in an office, retail, and warehouse environment and requires frequent travel throughout the organization’s service territory. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with some occasional evening or weekend work to support critical systems or deployments. The role requires maintaining regular attendance and availability to support agency operations.

Requirements

High school diploma with at least 5 years of progressively responsible IT experience, including leadership or supervisory responsibilities; or an associate’s or bachelor’s degree in Information Technology or a related field with equivalent experience.
Ability to lead, supervise, and motivate staff in a service-oriented environment.
Strong customer service and communication skills with technical and non-technical users.
Ability to prioritize competing demands in a fast-paced environment.
Working knowledge of workstation operating systems, POS systems, Microsoft 365, Active Directory, and mobile devices.
Understanding of basic cybersecurity principles and IT controls.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to travel regularly to agency locations as required.
Must meet eligibility guidelines directed by the insurance agency to operate company vehicles.
Ability to lift and carry objects weighing up to 25 pounds frequently and up to 75 pounds with assistance occasionally.
Ability to perform repetitive hand and wrist movements and to bend, stretch, twist, and stoop as required for equipment setup and troubleshooting.

Nice To Haves

Experience supporting retail POS environments is strongly preferred.
Experience managing or coordinating IT staff or vendors is preferred.

Responsibilities

Supervise, train, assign work to, and evaluate IT staff; set departmental priorities and support staff development.
Ensure consistent use of the helpdesk system, documentation standards, and escalation procedures, and coach staff to provide excellent customer service.
Oversee end-user support for workstations, mobile devices, printers, communications devices, and audio/visual equipment.
Ensure reliable operation and support of retail POS systems, including registers, scanners, peripherals, and connectivity.
Ensure incidents, service requests, and resolutions are logged, tracked, and reported; monitor ticket trends and workloads.
Escalate complex technical issues and coordinate resolution with vendors or external service providers.
Ensure workstations, systems, and applications comply with approved hardware, software, patching, and security standards.
Oversee user account provisioning, modification, and deactivation to maintain appropriate access controls.
Coordinate with external partners regarding servers, firewalls, network equipment, and system changes.
Ensure endpoint protection, patch management, and system updates are completed on schedule.
Maintain accurate IT asset inventories and system documentation using approved tools and processes.
Participate in IT budgeting, purchasing, and lifecycle planning for hardware, software, and services.
Manage relationships with IT vendors, service providers, and contractors; evaluate technology solutions and recommend improvements.
Support technology planning aligned with organizational growth, retail operations, and program needs.
Enforce IT policies, standards, and procedures related to cybersecurity, data protection, and operational continuity.
Support audits, cyber insurance requirements, and risk management initiatives; ensure staff follow change-management and security best practices.
Model adherence to safety procedures, personnel policies, and ethical standards.
Review helpdesk metrics and prepare regular performance and trend reports for leadership; communicate IT issues, risks, and improvement opportunities clearly.
Maintain regular attendance and availability to support agency operations and perform other duties as assigned.