Technology Support & Security Manager

RISE Partnership•Portland, OR

4d•$76,518 - $113,619•Hybrid

About The Position

The Technology Support & Security Manager reports to the Technology & Applications Manager and operates within the Information Systems department and Shared Services model to deliver secure, responsive, and high-quality support to RISE staff. This role leads IS security operations and is accountable for Microsoft 365 security, SaaS application security, and overall system security. Responsibilities include security architecture, configuration, monitoring, and risk mitigation—not just administration—while tracking and reporting on security posture, incidents, and improvements. The position supervises frontline support staff for the help desk, ensures reliable and secure service delivery. This includes ownership of helpdesk processes, help desk success metrics, and maintaining hands-on involvement through escalation support and backup helpdesk coverage. It also supports efficient resource use, fosters cross-department collaboration, and enables staff to focus on high-impact program delivery.

Requirements

5+ years’ experience working in technical support, systems administration, or a closely related role
3+ years’ experience coordinating or leading the work of others, including task oversight, coaching, or supervisory responsibilities
Experience administering Microsoft 365 services and supporting account, licensing, and access management processes
Experience with Microsoft Intune for device management and endpoint administration
Experience with IT ticketing systems and documenting issues, resolutions, and technical procedures accurately
Competency with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
Strong knowledge of Microsoft 365 administration, security, and support best practices
Experience in creating and maintaining security policies
Experience with Entra ID / Active Directory account and group management, role assignment, permissions, and access controls
Knowledge of endpoint management tools such as Microsoft Intune and remote support utilities
Working understanding of cybersecurity practices including phishing prevention, MFA, secure password practices, and endpoint protection
Understanding of cloud collaboration environments, storage permissions, and secure content sharing
Understanding of general network connectivity troubleshooting.
Ability to supervise, coach, and support technical staff while maintaining service expectations
Strong customer service orientation and ability to communicate effectively with technical and non-technical staff across the organization
Ability to prioritize multiple requests, manage escalations, and adapt to changing priorities
Acute attention to detail and understanding of how support work connects to broader organizational initiatives
Strong written documentation and process communication skills.
A commitment to advancing the voice and conditions of Oregon’s long-term care workers
Solution-focused, someone who emphasizes collaboration whenever possible
Ability to maintain confidentiality and uphold and model strong ethics
Ability to support RISE’s organizational values of Respect, Integrity, Service, and Equity in the development and delivery of work.

Nice To Haves

Academic degree in Computer Science, Information Technology, or a related field
Microsoft or industry certifications such as MS-900, MD-102, SC-300, Security+, or similar credentials
Experience supporting remote or hybrid work environments
Experience working in a nonprofit, public sector, or union-represented environment.

Responsibilities

Owns Microsoft 365 security architecture, including Entra ID, Conditional Access, MFA, DLP, Defender, and compliance configurations, ensuring alignment with established security policies and standards
Develops, implements, and enforces security policies, standards, and best practices aligned with organizational risk tolerance, compliance requirements, and evolving threats
Partners with stakeholders to operationalize security policies through system configuration, access governance, and standardized processes across applications
Drives policy adoption through structured rollout plans, including communication, training, and system-level enforcement mechanisms
Continuously monitors security posture, alerts, and vulnerabilities; ensures policy compliance through proactive monitoring and leads incident response and remediation activities
Conducts risk assessments to identify gaps between policy and practice and drives continuous improvement of both policy frameworks and technical controls.
Owns identity and access management policies and their implementation, including account provisioning, deprovisioning, licensing, permissions, and role-based access models
Leads the implementation of data governance policies, including retention, archiving, classification, and access controls, ensuring compliance through system configuration and monitoring
Establishes repeatable processes and templates for policy creation, approval, implementation, and ongoing review
Leads the development, documentation, and lifecycle management of security policies governing Microsoft 365 and SaaS platforms, translating organizational requirements into enforceable technical controls
Ensures access controls are consistently applied and enforced across systems in accordance with policy and least-privilege principles
Implements and maintains Microsoft 365 security controls (MFA, Conditional Access, secure sharing, email protection) as direct enforcement of organizational security policies
Leads SaaS security across platforms (Salesforce, JotForm, Asana, etc.), establishing and implementing policies for secure configuration, integrations, and role-based access control
Regularly reviews and updates configurations to maintain alignment with policy changes, security best practices, and emerging risks
Monitors security alerts, investigates suspicious activity, and executes incident response in alignment with established policies and procedures, including communication and documentation protocols
Maintains comprehensive documentation for security policies, standards, procedures, and system configurations, ensuring clarity, accessibility, and consistency across the organization.
Supervises and provides daily direction, guidance, and support to the Information Systems Technician and other frontline support staff
Responsible for Helpdesk metrics and customer satisfaction
Monitors Helpdesk queues, service levels, ticket quality, and response timelines to help ensure reliable service delivery
Provides coaching, feedback, training support, and performance input to promote strong customer service and technical growth
Serves as an escalation point for complex or sensitive technical support issues
Ensures support work is documented consistently and contributes to knowledge base and end-user documentation development
Oversees endpoint and device management functions using Microsoft Intune and related tools
Supports software deployment, patching, endpoint compliance, and routine maintenance to ensure secure and effective operations
Tracks and manages hardware and software assets and helps coordinate acquisition, setup, and lifecycle processes
Evaluates new tools, services, and improvements independently or in collaboration with other IS staff
Assists in the development and maintenance of policies, procedures, and technical standards.
Provides Helpdesk support to users through phone, email, chat, and/or in person as needed
Acts as backup support coverage during staff absences, peak service periods, or urgent operational needs
Troubleshoots and diagnoses issues related to workstations, mobile devices, printers, network connectivity, and business applications
Supports onboarding and offboarding activities, including account setup, equipment preparation, access coordination, and orientation to core tools
Coordinates pickup, shipment, setup, and maintenance of employee technology, including laptops, monitors, headsets, and peripherals.
Builds understanding of department workflows and technology needs in order to recommend practical, service-oriented solutions
Represents the IS team on interdepartmental projects or with partner organizations as needed
Serves as liaison to vendors and outside service providers related to support, systems, or technology operations
Helps train staff on new systems, security practices, and technology processes as needed.
Consistently upholds and aligns decisions with the RISE core values—Respect, Integrity, Service, and Equity
Consistently integrates the RISE REDI Framework into their work, fostering a positive culture of belonging.