Technology Operations Manager

Chicago Children's Advocacy Center • Chicago, IL

10d • $70,000 - $90,000

About The Position

The Technology Operations Manager owns ChicagoCAC’s business applications and technology vendor portfolio, including the Managed Service Provider (MSP) relationship and HIPAA-required Business Associate Agreements (BAAs). The role also serves as a technical resource to Chiefs for the business systems their functions own and advances ChicagoCAC’s IT goals through assigned initiatives.

The position is responsible for creating an inclusive environment that demonstrates equity, inclusion, accessibility, and belonging for clients, employees, and partners, and assists with ChicagoCAC’s DEIAB initiatives. It has mid-level discretion and independent decision-making authority over system configuration within the approved change process, policy-based access provisioning, vendor escalation, and documentation of vendor non-conformance. The role recommends, but does not approve, contract renewals, new systems, or vendor consolidation. It has no supervisory responsibilities.

The Technology Operations Manager works closely with the Director of Strategic Operations and Technology, the Executive Leadership Team, the Quality Improvement Specialist, department directors, and interns. External relationships include the MSP, the case management system vendor, and other technology providers.

Requirements

• Bachelor’s degree in Information Systems, Information Technology, Computer Science, Business Administration, or a related field.
• At least 3 years of experience administering business applications, including cloud-based case management, CRM, HR, or similar systems, including configuration, user access management, and release testing.
• At least 2 years of experience leading technology implementations or initiatives from requirements through go-live, including staff communication and adoption; this experience may overlap with system administration experience.
• At least 2 years of experience managing vendor relationships, including service levels, issue escalation, and contract renewals.
• Experience mapping data flows between systems and coordinating vendor-built integrations, such as APIs or scheduled data exports/imports.
• Microsoft 365 administration experience, including Teams calling/VoIP, SharePoint, and Power Automate.
• Experience maintaining IT asset inventories and equipment refresh plans.

Nice To Haves

• Five years of business application administration experience preferred.
• Experience with a case management platform.
• ITIL 4 Foundation certification.
• CompTIA Project+ or PMI CAPM certification.
• IAPP CIPP/US or AHIMA CHPS certification.

Responsibilities

• Own and administer the case management system, including configuration, user roles, workflows, forms, site structure, permissions, and configuration and change documentation.
• Manage business application access with the MSP, including provisioning and deprovisioning aligned with onboarding, offboarding, and least-privilege access.
• Perform and document periodic access and audit-log reviews, escalating findings to the HIPAA Privacy Officer.
• Maintain the business application inventory, including system owners, user counts, PHI status, and integrations.
• Provide technical support to Chiefs for the business systems owned by their functions, including configuration requests, vendor escalation, and integration questions.
• Facilitate business application incident response according to ChicagoCAC procedures.
• Lead assigned technology initiatives, such as system implementations and migrations, from requirements through go-live.
• Maintain the central technology vendor and contract register, including services, annual costs, terms, renewal and notice dates, internal owners, and vendor contacts.
• Coordinate and track BAAs for vendors that create, receive, maintain, or transmit PHI, and confirm BAA status before new vendor engagements or renewals.
• Monitor vendor SLA performance, pursue remedies for non-conformance, and document performance to inform contract renewal decisions.
• Serve as the designated contact for vendor contract notices and provide written renewal, non-renewal, and renegotiation recommendations to the Director of Strategic Operations and Technology and relevant Chiefs at least 90 days before notice deadlines.
• Maintain administrator credentials and license keys that ChicagoCAC is contractually required to hold.
• Manage MSP service delivery against the managed services contract and develop staff procedures for remediating IT issues when working with the MSP.
• Identify MSP performance issues and facilitate their resolution, using the MSP’s technical recommendations as appropriate.
• Confirm and obtain regular status reports on contracted MSP security functions, including patching, backups, endpoint protection, and MFA enforcement.
• Scope and coordinate out-of-scope MSP work, including obtaining quotes, confirming scope, and tracking billed hours against approved estimates.
• Maintain the IT asset inventory with the MSP and conduct quarterly hardware reviews.
• Draft an equipment refresh cadence policy and annual refresh budget request, and direct the MSP on procurement, deployment, and disposal.
• Analyze departmental use of licensed tools against core job tasks, identify underused features that could replace manual work, and document job-aligned standard practices.
• Research AI tools addressing documented needs and submit written recommendations to the Director of Strategic Operations and Technology.
• At least annually, assess the technology portfolio against the IT strategic plan and peer-organization practices, and recommend tools to adopt, replace, consolidate, or retire.
• Coordinate audiovisual management and support for agency-wide and leadership meetings.
• Help the Director of Strategic Operations and Technology set the curriculum for broader staff technology training and manage delivery of each topic.
• Report organization-wide IT health metrics quarterly, including MSP service levels and system uptime.
• Help create an inclusive environment demonstrating equity, inclusion, accessibility, and belonging, and assist with DEIAB initiatives.

Benefits

• BCBS HMO and PPO healthcare coverage options, with an opportunity to add family members.
• Free life insurance at 2x salary, up to a maximum of $200,000.
• Additional pay of 5% of salary, up to $3,750 per year after six months of employment, for a menu of benefits including additional health benefits, dental, vision, long-term and short-term disability, a 403(b) plan, a Roth option, legal coverage, dependent care, and flexible spending.
• PTO accrues from the first day of employment at 35 days per 12-month period, with PTO used for all days off, including holidays and sick time.
• PTO increases to 40 days after five years.
• Up to 20 additional PTO days for FMLA-related reasons.
• Remote work policy providing flexibility in work hours, subject to operational needs.
• Regular expert training on evidence-based therapy modalities, with the opportunity to earn Continuing Education Units.
• Casual dress code, including the ability to wear jeans.
• Afternoon milk and cookies every Friday.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level