IT Operations Manager

THE COMMUNITY GROUP•Lawrence, MA

1d•$105,000 - $125,000•Onsite

About The Position

The IT Operations Manager leads The Community Group’s internal technology support team, ensuring that staff across the agency’s programs and sites have reliable technology and that the team can resolve problems promptly. The role supports the organization’s education, childcare, family-facing, and business operations by keeping essential systems dependable and building internal support capability. This is a full-time, exempt position reporting directly to the Chief Administrative Officer. The IT support team serves the Business Office, education and childcare programs, out-of-school time sites, Community Day Charter Public School, the Child Care Circuit Resource and Referral office, and the Training and Workforce Development team. Its services include Microsoft 365, Google Classroom and Workspace, Windows and Chromebook endpoints, iPad iOS endpoints, networking and Meraki network management, and core business applications. The team handles daily requests at multiple Lawrence locations and works with Business Office shared services on account provisioning, purchasing, and compliance. The IT Operations Manager coordinates with the external IT partner, technology vendors, and carriers, and leads TCG-side coordination for on-site support, site moves, and new site build-outs. The position operates onsite at TCG’s main Business Office, with regular presence at program sites across Lawrence as needed. Regular travel among local agency locations is required, with occasional travel for training and conferences. A valid driver’s license and reliable transportation are required. The role may require occasional hours outside the standard work schedule for maintenance windows and site events. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position.

Requirements

Three or more years managing an IT helpdesk or service desk team, with direct responsibility for coaching, performance management, and input on hiring; senior technician experience without supervisory responsibility does not qualify.
Demonstrated Tier 2 technical capability across Microsoft 365 administration, Windows endpoint management through a modern management platform such as Intune, identity and access administration, and endpoint and network troubleshooting.
Experience administering Google Workspace and a managed Chromebook fleet, or demonstrated ability to take on that work.
Experience setting service desk standards and reporting performance against them using an established industry framework, such as ITIL v5 or similar.
Experience owning IT inventory and purchasing, including tracking spend against a budget and justifying purchases in terms of operational impact.
Strong organizational skills and ability to manage competing priorities, reprioritize as conditions change, and explain changes to affected people.
Bachelor’s degree in a technology sector or equivalent experience in the IT Operations field.
Ability to successfully complete required background checks, including a CORI check and any additional clearances required for the role.
Valid driver’s license and reliable transportation.
Passionate belief in The Community Group’s and Community Day Public Charter School’s mission, values, and educational models.

Nice To Haves

Familiarity with remote monitoring and management tooling, security awareness training platforms, and Meraki or comparable network equipment.
Relevant certification, such as ITIL v5, CompTIA A+, CompTIA Network+, or a Microsoft 365 administration credential.
Bilingual English/Spanish candidates are strongly preferred.

Responsibilities

Oversee the IT services support department, including work assignments, schedules, site coverage, and daily prioritization.
Hold structured one-on-ones with team members; define competencies, written performance expectations, and growth milestones; document progress; coach staff through escalated work; and provide professional development opportunities.
Set and enforce standards for ticket intake, categorization, documentation, response, and resolution expectations.
Establish a paging path for critical issues and conduct regular ticket reviews, reprioritizing work as competing needs arise during school openings, enrollment periods, and site events.
Report ticket volume, aging, resolution performance, recurring issue themes, and work escalated to the external IT partner to the Chief Administrative Officer.
Resolve Tier 2+ technical issues across Microsoft 365 and Entra ID account and licensing administration, Intune-managed Windows endpoint configuration and update remediation, Google Workspace and Chromebook fleet administration, mail flow and client configuration, and first-line network troubleshooting.
Maintain documentation and runbooks for consistent resolution of recurring problems, and determine which issues require outside engineering support while narrowing that boundary over time.
Maintain an accurate inventory of endpoints, Chromebooks, iPads, peripherals, network hardware, and software licensing across agency sites.
Own device lifecycle management, including hardware standards, procurement timing, deployment, repair, retirement, and back-stock levels.
Prepare purchasing recommendations that explain cost, alternatives, and the impact of waiting; track spending against the approved technology budget; and reconcile license counts and renewals against actual headcount.
Serve as the agency’s daily point of contact for technology vendors, carriers, and the external IT partner.
Coordinate agency-side tasks for technology projects, including site moves and new site build-outs; track vendor commitments, escalate service failures, and keep contract and renewal dates visible.