Position Description – Information Technology Manager
PURPOSE
This document will outline the job duties for the position of Information Technology Manager.
General Manager
Position Summary
The Manager of Information Technology is responsible for planning, implementing, maintaining, and securing the technology systems that support the daily operations of The-M Transit. This position oversees the agency's computer networks, servers, Microsoft 365 environment, telecommunications systems, cybersecurity practices, websites, user support, transit technology platforms, security camera systems, and vendor-managed technology services.
The position serves as the primary technical resource for administrative, operations, maintenance, dispatch, paratransit, and customer-facing technology systems. The Manager of Information Technology ensures that technology infrastructure is reliable, secure, cost-effective, and aligned with the operational needs of a public transit agency.
Essential Duties and Responsibilities
Network, Server, and Systems Administration
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Manage and maintain the organization's Windows Server environment, Active Directory domain services, DNS, DHCP, file sharing, group policy, backups, and related infrastructure.
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Administer virtual server environments, including Hyper-V hosts and virtual domain controllers.
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Maintain network infrastructure, including firewalls, routers, switches, wireless access points, VLANs, VPN/remote access, and related security configurations.
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Monitor system performance, storage, network traffic, and device availability to ensure reliable daily operations.
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Plan and implement system upgrades, migrations, hardware replacements, and infrastructure improvements.
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Maintain shared drives, departmental file access, permissions, and data security controls.
Microsoft 365 and End-User Technology
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Administer Microsoft 365 services, including email, shared mailboxes, user accounts, licensing, OneDrive, Teams, and related collaboration tools.
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Set up, modify, and deactivate user accounts, email addresses, passwords, permissions, and access rights.
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Provide technical support for desktops, laptops, printers, mobile devices, tablets, phones, and other end-user equipment.
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Develop and maintain IT onboarding and offboarding procedures for employees.
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Assist staff with software, email, internet, shared files, printers, and general technology issues.
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Promote appropriate use of organizational technology resources and enforce IT policies.
Cybersecurity and Compliance
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Implement and maintain cybersecurity safeguards to protect agency systems, data, users, and networks.
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Manage antivirus, firewall, password, access control, and backup practices.
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Monitor for security threats, suspicious activity, unauthorized access, and system vulnerabilities.
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Support compliance with applicable public-sector, transit, privacy, and technology-related requirements.
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Maintain IT-related policies, including acceptable use, email, internet, password, mobile device, and data security policies.
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Coordinate response to technology incidents, outages, cyber events, or data-related concerns.
Transit Technology Systems
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Support transit-specific technology platforms, including AVL/GPS systems, passenger information systems, real-time arrival systems, paratransit technology, microtransit technology, and GTFS-related tools.
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Coordinate with vendors and internal departments on transit software, hardware, reporting, and system performance.
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Assist with planning, procurement, evaluation, and implementation of new transit technology systems.
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Support technology used by dispatch, operations, maintenance, customer service, and administrative departments.
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Maintain awareness of emerging transit technologies that may improve service reliability, customer information, reporting, or operational efficiency.
Telecommunications, Cameras, and Facilities Technology
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Manage VoIP phone systems, desk phones, extensions, call routing, voicemail, and related telecommunications services.
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Maintain and support security camera systems, network video recording, outdoor camera connectivity, and surveillance storage systems.
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Support building technology, conference room equipment, lobby information displays, signage, and other connected systems.
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Coordinate with vendors for cabling, installation, repairs, system upgrades, and troubleshooting.
Website, Digital Communications, and Public Information Systems
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Maintain and support the organization's WordPress website and related hosting services.
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Update website content, service notices, route information, schedules, policies, forms, and customer-facing information.
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Support online trip planning tools, GTFS data presentation, accessibility information, and public transit service pages.
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Coordinate with staff to ensure digital content is accurate, current, accessible, and aligned with agency communications.
Vendor, Contract, and Project Management
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Serve as the primary point of contact for IT vendors, consultants, software providers, telecommunications companies, hosting providers, and managed service partners.
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Evaluate technology proposals, pricing, service agreements, and vendor performance.
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Assist with preparation of technology-related RFPs, RFIs, specifications, procurement documents, and project scopes.
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Manage technology projects from planning through implementation, testing, training, and ongoing support.
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Recommend cost-effective technology solutions that support operational reliability and long-term agency needs.
Budgeting, Documentation, and Asset Management
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Assist with IT budgeting, equipment planning, software renewals, licensing, warranties, and replacement schedules.
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Maintain inventory of computers, servers, network equipment, phones, cameras, software licenses, and other technology assets.
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Document system configurations, procedures, passwords, network diagrams, vendor contacts, and support processes.
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Prepare reports, recommendations, and technical summaries for management as needed.
Knowledge, Skills, and Abilities
The successful candidate should have knowledge of:
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Windows Server, Active Directory, DNS, DHCP, Group Policy, and file services.
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Microsoft 365 administration, email systems, shared mailboxes, and user management.
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Network infrastructure, including firewalls, switches, wireless access points, VLANs, VPNs, and IP addressing.
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Cybersecurity principles, access control, backup practices, and incident response.
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Desktop support, printer support, mobile devices, and business software troubleshooting.
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VoIP phone systems and telecommunications support.
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Website administration, especially WordPress, hosting, DNS, and web security tools.
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Transit technology systems, including AVL, GTFS, passenger information, dispatch, and operations support.
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Vendor management, procurement support, project coordination, and technical documentation.
The position requires the ability to:
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Troubleshoot complex technical problems under time-sensitive conditions.
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Communicate technical information clearly to non-technical employees and management.
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Prioritize multiple projects, support requests, outages, and deadlines.
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Work independently with minimal supervision.
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Maintain confidentiality of agency data, employee information, and system credentials.
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Evaluate technology options and recommend practical, cost-effective solutions.
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Coordinate with multiple departments and outside vendors.
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Support both office-based and operational technology environments.
Minimum Qualifications
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Associate degree in Information Technology, Computer Science, Network Administration, or a related field; or equivalent combination of education, training, and experience.
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Five or more years of progressively responsible experience in information technology, network administration, systems administration, or technical support.
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Experience administering Microsoft Windows Server, Active Directory, Microsoft 365, and business network environments.
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Experience supporting end users, troubleshooting hardware/software issues, and managing technology vendors.
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Valid driver's license and ability to travel locally between agency facilities as needed.
Preferred Qualifications
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Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
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Ten or more years of IT experience in a public agency, transit agency, transportation organization, or multi-department business environment.
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Experience with public transit technology, including AVL, GTFS, real-time passenger information, dispatch systems, or paratransit software.
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Experience with Ubiquiti/UniFi, Cisco switches, VoIP systems, security cameras, WordPress, and cloud-based services.
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Experience preparing technology specifications, RFPs, vendor evaluations, and project documentation.
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Certifications such as CompTIA Network+, Security+, Microsoft, Cisco, or other relevant IT credentials.
Supervisory Responsibilities
This position may supervise IT staff, contractors, consultants, interns, or vendor personnel as assigned. The position also provides technical direction and guidance to employees across all departments regarding proper use of technology systems and equipment.
Physical Requirements
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Ability to sit, stand, walk, bend, reach, and lift or move computer and network equipment.
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Ability to lift up to 40 pounds occasionally.
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Ability to work at desks, server/network equipment areas, utility rooms, and other facility locations.
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Ability to view computer screens and perform detailed technical work for extended periods.
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Ability to respond to urgent technology issues during or outside normal business hours as needed.
Working Conditions
Work is performed primarily in an office environment, with occasional work in server rooms, equipment closets, maintenance areas, transit facilities, and outdoor locations where technology equipment is installed. The position may require occasional after-hours work for system maintenance, outages, emergencies, upgrades, or special projects.
Disclaimer
This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. Duties may change based on organizational needs, technology changes, funding requirements, or operational priorities.
