IT Support Supervisor

Hope The Mission•Los Angeles, CA

4d•$70,302 - $85,000•Onsite

About The Position

HTM's staff cannot serve people experiencing homelessness if the technology they depend on does not work. Case managers, kitchen teams, program staff, and administrators across dozens of sites rely on functioning networks, devices, and systems every day. When technology fails, the mission slows down. When participant data is exposed, the harm is not recoverable. The IT Manager owns HTM's technology infrastructure and the security of the data that moves across it. This role works with the agency Managed IT Support Provider (MSP) to set network, system, and security standards; manages the vendor relationships and contracts behind them; owns the access control platform governing who can enter which building and which system; plans and budgets for the organization's technology needs; and leads the IT team. The core function of this role is managing assets and risk elimination. Systems are audited on schedule. Security gaps are resolved before they affect operations. Access is granted when someone is hired and removed the day they leave. At HTM, technology infrastructure is the operational backbone of a multi-site organization serving one of the most vulnerable populations in Los Angeles. The IT Manager is accountable for keeping that backbone strong.

Requirements

Minimum five years of experience in IT operations or systems administration required, with at least two years in a supervisory or lead role.
Demonstrated experience managing networks, servers, and IT infrastructure across multiple locations required.
Experience with physical security systems including access control platforms, video management systems, and alarms required.
Experience with Mac and PC environments required.
Proficiency with Apple Business Manager, Jamf MDM, and Ubiquiti Cloud Network required.
Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.
Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.
Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.
Must have reliable transportation.

Nice To Haves

Bachelor's degree in information technology, computer science, network administration, or a related field preferred; equivalent experience accepted.
Experience managing vendor contracts and a departmental budget preferred.
Familiarity with HIPAA safeguards and data privacy requirements preferred.
Relevant certifications such as CompTIA Network+, CompTIA Security+, or equivalent preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Coordinate with MSP and vendors to facilitate implementation, remediation efforts and address agency IT needs.
Supervise IT staff including work assignment, coaching, training, and performance evaluation.
Prioritize workload across the IT team and ensure service commitments and project deadlines are met.
Conduct performance evaluations and issue corrective action in coordination with Human Resources.
Recommend hiring, advancement, compensation, and separation decisions to the Director of Assets and Logistics.
Review and approve staff timekeeping before payroll deadlines.
Develop IT staff technical capability through training and structured assignment.
Responsible for coordination with MSP regarding HTM's network, server, and systems architecture across all locations.
Set standards for operating systems, security tools, applications, servers, email systems, and endpoint devices across Mac and PC environments.
Report identified security and network gaps with recommendations for remediation.
Assess growth needs and ongoing maintenance requirements with department leaders across the organization.
Oversee and Coordinate with all external technology partners to ensure continuity of operations and integrity of systems.
Maintain safeguards for systems containing participant and employee data consistent with HIPAA and applicable privacy requirements.
Oversee user account provisioning, permission levels, and periodic access review.
Coordinate response to security incidents and suspected data exposure with the Director of Assets and Logistics, Human Resources, and Legal.
Oversee security awareness training in coordination with Human Resources and Learning and Development.
Own the access control platform administering employee access across HTM sites.
Set access control levels based on role, site, and business need. Approve exceptions.
Oversee video management systems, alarms, and related physical security infrastructure.
Ensure system access and physical access are provisioned at onboarding and removed at separation within required timeframes, in coordination with Human Resources.
Audit issued keycards and access records on a defined cycle.
Manage vendor and third-party service provider relationships, contracts, and service levels.
Forecast equipment replacement and licensing renewal needs and recommend capital planning to the Director of Assets and Logistics.
Evaluate and recommend technology purchases against operational requirements and total cost of ownership.
Oversee IT project implementation in alignment with organizational and technology strategy.
Support technology setup for new site openings and de-mobilizations.
Define, track, and communicate IT key performance indicators including service response and resolution times.
Report system status, security posture, and project progress to the Director of Assets and Logistics.
Complete hazard corrections assigned by Risk and Safety within the assigned completion date.
Provide hands-on technical support when staff coverage is unavailable or when an issue requires escalation.
Serve as escalation contact for time-sensitive access control and system outages outside business hours.
Represent IT in cross-departmental and organizational meetings.
Perform additional duties as assigned by the Director of Assets and Logistics.