IT & People Operations Manager

BBYO

14d•$70,000 - $75,000•Onsite

About The Position

BBYO is hiring an IT & People Operations Manager to keep staff connected and secure, manage technology and vendors, and operate its Washington, DC Hub. The role serves as the internal link between BBYO staff and its managed service provider, deciding which issues are handled internally or by the vendor and overseeing vendor performance. It owns staff access, device and license inventories, onboarding and offboarding, and internal technology support, while also running the Hub office and supporting people operations. The position is approximately 60% IT operations, 25% office and facilities, and 15% people operations support. It is suited to someone with substantial IT operations experience who wants ownership of systems and processes and is comfortable with a significant amount of logistics and administration. The role is based on-site at the DC Hub, attends major BBYO events two to three times per year, and requires an estimated 5–10% travel.

Requirements

At least 4 years of IT support or IT operations experience, including ownership of systems rather than only responding to requests.
Hands-on Microsoft 365 administration, including Entra and Exchange, across Windows and macOS.
Experience owning a helpdesk or ticketing system.
Experience working with an outside IT vendor or managed service provider, including holding the provider accountable to scope.
Working knowledge of security practices, including MFA, phishing, account compromise, and device compliance.
Comfort handling contracts, renewals, invoices, and budget tracking.
Discretion with confidential personnel information and sensitive youth safety records, and sound judgment when using privileged administrative access.
Strong organization and follow-through.
Clear communication with non-technical staff and a service mindset.
Attend BBYO major events two to three times per year, including Staff Conference and International Convention.
Ability to travel as needed; estimated travel is 5–10%.
Based in the Washington, DC area and able to work on-site at the DC Hub.
Ability to lift up to 25 pounds.
Unrestricted authorization to work in the U.S. without a visa or sponsorship.
Ability to perform each essential duty or function with or without reasonable accommodation in accordance with applicable law.

Nice To Haves

Scripting or automation experience, particularly PowerShell.
Salesforce or Airtable administration experience.
Nonprofit experience or experience supporting a distributed and seasonal staff.

Responsibilities

Provide internal technology support across Windows and macOS, Microsoft 365, Teams, Zoom, SharePoint, Salesforce, and Airtable.
Own the Freshdesk ticket queue, including intake, triage, routing, and deciding which issues are handled internally or by the managed service provider.
Manage the managed service provider relationship, including scope, response times, escalation paths, and monthly ticket-metric reviews.
Manage end-to-end onboarding and offboarding, including account provisioning, license assignment, MFA enrollment, device readiness, access removal, and device recovery.
Administer Salesforce staff accounts and incident report access using least-privilege permissions.
Maintain distribution lists, shared mailboxes, Teams membership, and reporting hierarchy; conduct quarterly audits with Talent and department leads.
Coordinate onboarding timelines and device returns with Talent and deliver new-hire technology training.
Maintain device inventory, assignments, warranties, and replacement status; conduct quarterly audits and manage the four-year replacement cycle.
Coordinate hardware purchasing and budget forecasting, oversee vendor-run setup and repairs, and manage hotspots and loaner devices.
Support MFA, password resets, account recovery, compromised-account response, and security alerts; recommend courses of action to leadership and communicate with staff.
Run phishing simulations, assign follow-up training, and coordinate annual IT and security compliance training with Talent.
Ensure devices meet encryption and security requirements and maintain current backup coverage.
Review and maintain IT policies, including the annual IT Handbook cycle, and align them with the Employee Handbook.
Maintain software license and contract inventories, manage renewal calendars, identify unused paid seats, and serve as the technology-vendor account contact.
Handle vendor renewals, service issues, and account changes; bring contract and pricing decisions to IT leadership.
Reconcile IT invoices, allocate costs to departments, and manage IT purchasing cards.
Run daily DC Hub operations, including supplies, kitchen, mail and shipping, storage, labeling, and materials moving to and from summer programs and International Convention.
Serve as point of contact for building management and office vendors, including maintenance, janitorial, and security.
Manage building access and badges, room booking, and conference room reservations.
Maintain and troubleshoot conference room A/V, printers, and workstation setup.
Support Hub meetings and staff events with room setup, technology, and day-of coordination.
Build and maintain HR forms and workflows, administer Jotform, and keep employee data and Airtable records accurate.
Administer professional development requests, approvals, and tracking.
Support compliance tracking, including Youth Mental Health First Aid, partner requirements, and required training completion.
Run recognition, engagement, and wellness programs, including employee milestones and the staff wellness platform.
Attend major BBYO events two to three times per year, including Staff Conference and International Convention, and travel as needed.