IT Operations Manager

The Community Group•Lawrence, MA

2d•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 internal team can resolve problems quickly. The role supports the agency’s education, childcare, out-of-school-time, business office, resource and referral, and workforce-development operations. The IT environment includes Microsoft 365, Google Classroom and Workspace, Windows and Chromebook endpoints, iPads, Meraki networking, and core business applications. The manager oversees service desk operations and team development, resolves Tier 2 and higher technical issues, maintains technology inventories and purchasing processes, and coordinates with technology vendors, carriers, and the agency’s external IT partner. The role also coordinates the agency’s work on technology projects, including site moves and new site build-outs. This is a full-time, exempt position reporting directly to the Chief Administrative Officer. The position operates onsite at TCG’s main Business Office, with regular travel to program sites throughout Lawrence and occasional travel for training and conferences. Occasional work outside standard hours may be needed for maintenance windows and site events. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Requirements

At least three 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 meet this requirement.
Demonstrated Tier 2 technical capability in Microsoft 365 administration, Windows endpoint management using 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, tracking spending against a budget, and justifying purchases in terms of operational impact.
Strong organizational skills and ability to manage competing priorities, quickly reorder them 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.
Passionate belief in The Community Group’s and Community Day Public Charter School’s mission, values, and educational models.
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 sit or stand for extended periods, move throughout office and program environments (including stairs or uneven surfaces), communicate effectively in person, by phone, and electronically, lift and carry computer and network equipment, and occasionally 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 standards for ticket intake, categorization, documentation, response, and resolution expectations.
Establish a paging path for critical issues and conduct regular ticket reviews, adjusting priorities as competing needs arise.
Report to the Chief Administrative Officer on ticket volume, aging, resolution performance, recurring issue themes, and work escalated to the external IT partner.
Resolve Tier 2 or higher issues across Microsoft 365 and Entra ID account and licensing administration, Intune-managed Windows endpoints, Google Workspace and Chromebook 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 external engineering support.
Maintain an accurate inventory of endpoints, Chromebooks, iPads, peripherals, network hardware, and software licenses across agency sites.
Own device lifecycle activities, including hardware standards, procurement timing, deployment, repair, retirement, and back-stock levels.
Prepare purchasing recommendations that describe costs, alternatives, and the impact of waiting; track spending against the approved technology budget; and reconcile licenses 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 on technology projects, including site moves and new site build-outs; track vendor commitments, escalate service failures, and monitor contract and renewal dates.
Travel regularly among local agency locations to support staff and equipment.
Complete required background checks, including a CORI check and any additional clearances required for the role.