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 staff across the agency’s programs and sites have reliable technology. The role supports the organization’s mission by maintaining systems used by educators, family-facing staff, and the Business Office, while building internal capability to resolve issues quickly. The position is full-time, exempt, and reports directly to the Chief Administrative Officer. The IT support team serves TCG’s Business Office, education and childcare programs, out-of-school time sites, Community Day Charter Public School, Child Care Circuit Resource and Referral office, and Training and Workforce Development team. Its technology services include Microsoft 365, Google Classroom and Workspace, Windows and Chromebook endpoints, iPad iOS endpoints, Meraki networking and network management, and core business applications. The manager coordinates with Business Office shared services, TCG’s external IT partner, technology vendors, and carriers, and leads TCG-side coordination for on-site support, site moves, and new site build-outs. The role oversees team operations and service desk standards; resolves Tier 2 and higher technical issues; manages technology inventory, device lifecycles, purchasing, licensing, and budget tracking; and coordinates vendors and technology projects. The position is based onsite at TCG’s main Business Office, with regular presence and travel to program sites across Lawrence as needed. Occasional work outside the standard schedule may be required for maintenance windows and site events.

Requirements

Uphold a passionate belief in The Community Group’s and Community Day Public Charter School’s mission, values, and educational models.
At least three years managing an IT helpdesk or service desk team, with direct responsibility for coaching, performance management, and input on hiring; experience as a senior technician without supervisory responsibility does not meet this requirement.
Demonstrated Tier 2 technical capability in 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.
A track record of setting service desk standards and reporting performance using an established industry framework, such as ITIL v5 or similar.
Experience owning IT inventory and purchasing, including tracking spending against a budget and justifying purchases in terms of operational impact.
Strong organizational skills and the ability to manage competing priorities, reprioritize as conditions change, and communicate changes and reasons to affected people.
Bachelor’s degree in a technology sector or equivalent experience in the IT Operations field.
Ability to successfully complete all required background checks, including a CORI check and any additional clearances required for the role.
Valid driver’s license and reliable transportation.
Ability to meet the position’s physical demands, including sitting or standing for extended periods, moving through office and program environments, communicating effectively, lifting and carrying computer and network equipment, and occasional work in wiring closets and equipment rooms.

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 service desk standards for ticket intake, categorization, documentation, response, and resolution expectations.
Establish a paging path for critical issues and run regular ticket reviews, reprioritizing work as needs change during school openings, enrollment periods, and site events.
Report to the Chief Administrative Officer on ticket volume, aging, resolution performance, recurring issues, and work escalated to the external IT partner.
Resolve Tier 2 and higher issues across Microsoft 365 and Entra ID accounts and licensing, Intune-managed Windows endpoints, Google Workspace and Chromebooks, mail flow and client configuration, and first-line network troubleshooting.
Maintain documentation and runbooks for consistent resolution of recurring issues, and determine which issues require external engineering support.
Maintain accurate inventories of endpoints, Chromebooks, iPads, peripherals, network hardware, and software licenses across agency sites.
Own the device lifecycle, including hardware standards, procurement timing, deployment, repair, retirement, and back-stock levels.
Prepare purchasing recommendations describing 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.